Checkatrade Express Consumer Cancellation Policy

Effective 20 May 2026

What This Covers

This policy explains what happens if a job You’ve booked through Checkatrade Express needs to be cancelled or changed.

It’s designed to be clear and fair. Your contract for the work is with the Checkatrade Member, not Checkatrade. We help manage bookings and payments, but we don’t decide cancellation disputes - that’s between You and the Checkatrade Member. If You and the Checkatrade Member have agreed different terms, those will apply instead.

How to Cancel

All cancellations or changes must be made through the Checkatrade platform (via the app or website). Once Your cancellation is confirmed through the platform, this policy applies.

If You Cancel

Cancelling with less than 24 hours’ notice

You’ll be charged the greater of £75 or 25% of the Job Price. This covers the Checkatrade Member’s time and plans they’ve made for Your job.

If the Checkatrade Member can’t access the property

You’ll be charged the greater of £75 or 50% of the Job Price if the Checkatrade Member arrives but can’t get in, or can’t access what they need to do the work.

If Your job details weren’t accurate

You’ll be charged the greater of £75 or 50% of the Job Price if the Checkatrade Member arrives and finds Your description of the job doesn’t match what’s actually needed, and You can’t agree on an updated price.

If materials or parts are missing

You’ll be charged the full Job Price if the Checkatrade Member arrives ready to work but can’t start because You haven’t provided materials, parts, or components they need.

B. Home Removals Services – If You Cancel Your Move

Home removals cancellations work differently because of the vehicles and staff commitment involved.

Waiting Charges and Move-Day Issues

For all Express services: 

If the Checkatrade Member has to wait because You’re not ready or can’t provide access, a 30-minute grace period applies. 

After that, if the issue isn’t resolved and they can’t proceed with the work, it’s treated the same as if they couldn’t access the property. You’ll be charged the greater of £75 or 50% of the Job Price.

For home removals specifically: 

If there’s a delay because You’re not ready, keys are missing, parking isn’t in place, or items aren’t packed as expected, waiting charges of £40 per 30 minutes may apply (up to a maximum of £160). 

A 30-minute grace period applies before waiting charges start. Once the maximum waiting charge is reached, the Checkatrade Member is not required to continue and may treat the booking as cancelled. You may still be charged the full Move Price plus waiting charges already incurred.

Payments and Refunds

All payments are processed by our authorised payment partner and held securely.

Disputing a charge: If You believe any charge has been applied in error, You can raise a dispute through the Checkatrade platform within 48 hours. Checkatrade will review Your dispute within 10 business days. 

If we find the charge was applied in error, we’ll issue a full refund or credit to Your payment method. If You disagree with our decision, You can escalate the matter further.

If a refund applies, it’s processed automatically through the same payment method.

Questions?

If You think a cancellation charge has been applied in error, contact Checkatrade Support through the platform within 48 hours.

Remember: Your contract is with the Checkatrade Member. If You have a dispute about cancellation charges, try to resolve it with them first. Checkatrade can help mediate if needed.