How and When to Request Cancellation

 In the LawnGuru app, there is a distinct difference between releasing a job and requesting a cancellation. Knowing which to use ensures you are compensated fairly for your time and that your provider rating remains in good standing.

• Release the Job: Use this if you are unable to complete the work (due to an equipment breakdown, emergency, or schedule conflict, etc.), but a different provider could still reasonably finish the job.

• Request Cancellation: Use this ONLY if the job is unserviceable for any provider or if the customer specifically tells you they no longer want the service.

Note: Requesting a cancellation for a job that should have been released may result in administrative fees and a negative impact on your provider rating.

In most cases, you should only request a cancellation after arriving at the job site and documenting the issue. If approved, you will receive a trip fee to compensate you for your travel time.

Common valid reasons include:

• Locked gate: The backyard is inaccessible.

• No snow: There is little to no snow, or it has melted.

• Debris: The property has excessive debris preventing service.

• Sprinklers: Active sprinkler systems are running.

• Blocked access: Vehicles block access to the entire service area.

• Customer request: The customer asks to cancel the service.

• Recently cut lawn: The lawn has already been visibly cut by someone else.

• Pets: Dogs are on the property, and the customer is unavailable to secure them.

• Standing Water: Excessive pooling water in the yard (Standard weather delays should instead just be communicated with the customer directly and serviced in a reasonable time frame once dry)

To ensure your request is approved and you receive your trip fee, follow these steps in the Provider app:

1. Tap the Service Options (•••) button on the job card.

2. Select Request Cancellation.

3. Provide the reason for the cancellation, and hit Yes.

4. Submit a Photo: This is the most important step. You must provide clear photo evidence (e.g., a photo of the locked gate, the dry driveway, or the dog in the yard).

5. Tap the green (>) to confirm.

A LawnGuru agent will review your request and supporting photo(s).

• If Approved: The job is removed from the system so no other providers are sent, and your trip fee is processed, if applicable.

• If Rejected: You will receive a notification explaining why. This usually happens if the photo evidence is missing or does not support the reason provided.