Book and Pay - Cancellation Policy
Effective from 3rd November 2025
This Cancellation Policy applies to all bookings made and paid through Book and Pay using Checkatrade Pay.
It sets out what happens if a confirmed Booking needs to be changed or cancelled - simple, fair, and upfront.
If the Tradesperson and customer have mutually agreed a different cancellation policy in writing, that agreement will apply instead.
As a reminder, here’s what we mean when we use certain words in this policy:
First up: who’s the contract with?
When a Booking is made through Book and Pay, the contract is between the Tradesperson and customer, not Checkatrade.
We’re here to help with secure payments, but we don’t step in to settle cancellations or disagreements.
2. Cancellations by You - the customer
Changed your mind in the first 24 hours?
If the booking is cancelled within 24 hours of confirmation and the job isn’t due to start for at least 7 days, no charge will apply.
Cancelling with a bit of notice
If the customer cancels more than 24 hours before the job is due to start:
25% (or £50, whichever is more) goes to the tradesperson as a cancellation charge; and
You won’t be charged the rest - the remaining authorised amount will be released.
This helps cover the tradesperson’s time and any plans they’ve made for your job.
Cancelling last minute
The customer will be charged the full job price, if they cancel less than 24 hours before the job is due to start:
Deposits
If you paid it upfront, it’s non-refundable.
Is there a maximum cancellation charge?
The maximum cancellation charge processed through Checkatrade Pay is £500 per job, plus any non-refundable deposit.
If the Tradesperson has additional reasonable costs (for example, materials purchased or bespoke work started), they’ll need to agree those directly with the Customer.
Checkatrade doesn’t get involved and won’t process payments above the £500 cap.
3. Cancelling the job - Tradesperson
If a Tradesperson cancels a confirmed booking:
The customer will not be charged; and
Any deposit or upfront payment made through Checkatrade Pay will be refunded in full.
That’s everything. It’s here to make things easier and fairer - for both sides.
Still got questions? Visit our FAQ.