Legal
Cancellation Policy
Effective from 14 June 2026 · Any Pro Global Ltd
Quick Reference — Customer Cancellations
| When You Cancel | Refund | Call-Out Fee |
|---|---|---|
| Before pro accepts | Full Refund | Not applicable |
| After pro accepts (before travel) | Partial Refund | Retained — split 50/50 Pro & AnyPro |
| Pro is en route | No Refund | 100% paid to Pro |
| Pro is on site | No Refund | 100% paid to Pro + possible material costs |
1. Definitions
Emergency Call-Out Fee
A non-refundable minimum charge based on job type, urgency, and time of day. This fee secures a professional's availability and covers the cost of immediate response.
Minimum Callout
The base amount a pro receives for attending a job, regardless of duration.
Job Status Stages
No pro assigned yet
Pro assigned, not yet travelling
Pro travelling to customer
Pro has arrived
2. Customer Cancellations
2.1 — Cancelling Before a Pro Accepts
- ✓Full refund of all charges
- ✓Refund issued immediately (bank may take 1–3 days)
- ✓No cancellation fee applies
2.2 — Cancelling After a Pro Accepts (Before Travel Begins)
- •The Emergency Call-Out Fee becomes non-refundable once a pro accepts
- •The fee is split 50/50 — half to the Pro for reserving the slot, half to AnyPro for providing emergency infrastructure
- •All remaining charges above the call-out fee are refunded immediately
Pro receives
50%
of call-out fee
AnyPro receives
50%
of call-out fee
2.3 — Cancelling After the Pro Is En Route
- •Emergency Call-Out Fee is non-refundable
- •100% of the fee is paid to the Pro to cover time, travel, and lost opportunities
- •AnyPro receives £0
2.4 — Cancelling After the Pro Has Arrived (On Site)
- •Emergency Call-Out Fee is non-refundable
- •100% of the fee is paid to the Pro
- •Additional charges may apply if materials were purchased specifically for your job
2.5 — If the Pro Cancels
- ✓Full refund of all charges
- ✓No fees applied to you
- ✓You receive priority rematching
- ✓The pro may face account penalties
3. Rescheduling
Rescheduling is free — no charges apply.
Rescheduling may incur a small fee depending on notice period. The Emergency Call-Out Fee remains non-refundable.
Rescheduling is treated as a cancellation. Emergency Call-Out Fee applies as per Sections 2.3–2.4.
4. No-Shows
4.1 — Customer No-Show
•Job is marked as no-show
•Emergency Call-Out Fee is non-refundable
•100% of the fee is paid to the Pro
4.2 — Pro No-Show
✓Full refund issued immediately
✓Priority rematching provided
✓Pro may face penalties or removal from the platform
5. Landlord & Property Manager Cancellations
Landlord bookings follow the same rules as customer bookings, with the following additions:
- •If a tenant refuses access, the booking is treated as a customer no-show
- •Compliance or safety-check bookings cancelled within 24 hours may incur a fee due to pre-allocated engineer time
6. Pro Cancellations
Pros should only cancel when absolutely necessary. Repeated cancellations may affect:
- Rating
- Job priority
- Eligibility for instant payouts
- Access to high-value emergency jobs
Pros must cancel as early as possible to minimise disruption to customers.
7. Refund Processing Times
Card Refunds
1–3 business days
Certain Debit Cards
Up to 7 days
Digital Wallets
Instant
AnyPro issues all refunds instantly. Timing depends on your bank or payment provider.
8. Emergency Jobs
Emergency bookings (boiler breakdowns, leaks, electrics, etc.) require immediate professional response. Therefore:
- ⚡Emergency Call-Out Fees are always non-refundable once a pro accepts
- ⚡Fees are split or paid out based on job status (see Section 2)
9. Contact & Support
If you believe you were charged incorrectly or need help with a cancellation:
Email Support
support@anypro.co.uk
Live Chat
Available 24/7 in the app
Emergency Phone Support
Available for urgent issues
Any Pro Global Ltd · Registered in England & Wales · Company No. 17235937
This policy was last updated on 14 June 2026.