Checkatrade Express - Trade Cancellation Policy

Effective 20 May 2026

What This Covers

This policy explains what happens if a Booking You've accepted through Checkatrade Express needs to be cancelled, changed, or cannot be completed.

Your contract for the work is directly with the customer, not with Checkatrade. We help manage bookings and payments, but we don't decide cancellation disputes—that's between You and the customer. If You and the customer 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 the Customer Cancels

Cancelling with less than 24 hours' notice

The customer will be charged the greater of £75 or 25% of the Job Price. This covers Your time and plans made for the job. You'll receive this amount.

If You can't access the property

The customer will be charged the greater of £75 or 50% of the Job Price if You arrive but can't get in or access what's needed to do the work. You'll receive this amount.

If job details weren't accurate

The customer will be charged the greater of £75 or 50% of the Job Price if You arrive and find the job description doesn't match what's actually needed, and You can't agree on an updated price. You'll receive this amount.

If You Need to Cancel

If You need to cancel a confirmed Booking, please let Checkatrade know as soon as possible. The sooner You notify us, the better we can manage the Booking and reduce disruption to the customer.

Repeated cancellations or no-shows may result in suspension or removal from Express.

B. Home Removals – If You Cancel the Move

Home removals cancellations work differently because of the impact on the customer. Please give as much notice as possible if You need to cancel.

If You cancel a confirmed move, cancellation charges apply to cover operational costs and customer disruption:

If the Customer Cancels the Move

If the customer cancels, You may still be paid part of the Move Price depending on when they cancel. These payments help compensate You for the time, vehicles, and staff already committed to the Booking:

If the Job Is Different on the Day

You're only expected to carry out the work based on the Booking details provided to You. You're not required to do work that wasn't included, materially changes the scope, or can't be completed safely or lawfully.

Where possible, any changes including revised pricing should be agreed with the customer and updated through the Checkatrade platform before additional work is carried out.

If revised pricing isn't agreed and updated through the platform before additional work is carried out, You're only required to complete the work based on the original Booking details.

If Materials or Parts Are Missing

The customer will be charged the full Job Price if You arrive ready to work but can't start because materials, parts, or components needed for the work are missing. You'll receive the full amount.

Job Day Issues and Waiting Charges

For all Express services: If You have to wait because the customer isn't ready or can't provide access, a 30-minute grace period applies. After that, if the issue isn't resolved and You can't proceed with the work, it's treated the same as if You couldn't access the property. You'll be paid the greater of £75 or 50% of the Job Price.

For home removals specifically: If there's a delay because the customer isn't ready, keys are missing, parking restrictions apply, or items aren't packed, You may receive an additional £30 per 30 minutes spent waiting (up to a maximum of £120).

A 30-minute grace period applies before waiting payments start. Once You've been waiting for four hours, You're not required to continue with the move and may treat the Booking as cancelled. You'll still be paid the full Move Price.

Payments and Disputes

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

Disputing a charge or payment: If You believe any charge or payment 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 issue was in error, we'll issue a correction or credit to Your payment method. If You disagree with our decision, You can escalate the matter further.

Any disputes about Your payment or the job must be resolved directly with the customer. The payment provider may hold funds while a dispute is being reviewed.

Questions?

Need a hand? Our support team is here for You - just drop us a message at express@checkatrade.com and We will be happy to help.

Remember: Your contract is with the customer. If You have a dispute about cancellation charges or payment, try to resolve it with them first. Checkatrade can help if needed, but we don't make final decisions on disputes between You and Your customers.