CANCELLATION & REFUNDS

Cancellation & Refund Policy

How cancellations, no-shows, early terminations and refunds are handled on StaffUpp — clear rules for both Companies and Staff.

General Principles

A booking becomes binding once both parties confirm.
StaffUpp acts solely as the platform facilitating the booking and payment.
All cancellation deadlines are based on the scheduled assignment start time.
Any Stripe processing fees that cannot be recovered may be deducted from the refund where legally permitted.
StaffUpp reserves the right to intervene in exceptional circumstances (force majeure, fraud, technical issues, etc.).

Timing	Company Refund	Staff Payment	StaffUpp	Additional Notes
More than 14 days before the assignment	100%	0%	0%	No cancellation fee applies.
Between 14 and 7 days before the assignment	50%	30%	20%	The staff member may have already declined other work. The retained amount covers both the compensation due to the staff member and the platform’s cancellation management costs.
Less than 7 days before the assignment	0%	60%	40%	No refund is provided. The staff member is compensated for the lost opportunity, while StaffUpp retains a higher percentage to cover platform services, payment processing, customer support and cancellation management.
Company No-Show	0%	80%	20%	If the company does not require the staff member upon arrival without a valid reason, the booking is treated as fully completed and is 100% payable.

Timing	Company Refund	Staff Payment	StaffUpp	Additional Consequences
More than 7 days before the assignment	100%	0%	0%	No penalty.
Between 7 days and 72 hours before the assignment	100%	0%	0%	Booking cancelled. Warning recorded. Reliability score reduced.
Less than 72 hours before the assignment	100%	0%	0%	Staff account suspended for 30 days. Repeated behaviour may result in longer suspensions.
Staff No-Show	100%	0%	0%	Company receives a full refund, including the StaffUpp Platform Service Fee. Automatic no-show recorded.

Scenario	Outcome
Company ends the assignment early (without staff misconduct)	The booking is considered fulfilled. The full agreed payment remains due.
Staff member leaves early without a valid reason	Payment is reduced proportionally to the hours actually worked. Repeated behaviour negatively affects the staff member’s Reliability Score and may result in disciplinary action.

Examples:

StaffUpp may:

Examples:

Each case is reviewed individually.

Refunds are normally processed:

Processing times depend on Stripe and the customer’s bank.

If either party disputes the completion of an assignment: