What Should Be Done If the Client Does Not Open the Door?

What to do if you arrive but cannot access the location

If you arrive at a scheduled location but cannot access it, you must: (1) document your arrival with a photo or video, (2) notify support immediately, and (3) wait at least one hour before leaving. If the client remains unresponsive after one hour, the booking will be considered a client-initiated last-minute cancellation and you will be fully compensated — provided you have submitted the required evidence (arrival photo/video and message screenshots).

Steps to follow when you cannot access the location

1. Document Your Arrival

• Take a photo or video showing the door and address to confirm that you arrived at the correct location.
  
  
• Send a message to the client through the chat confirming your arrival, and take a screenshot showing the time of your message.
  
  

2. Notify Support

• Contact our customer support team to report that you have arrived, but the client is not answering or allowing access. You can reach support through the in-app chat, by phone, or by email.
  
  
• Share the photo or video of your arrival and the screenshot of your message for documentation purposes.
  
  
• Our team will also try to reach the client and keep you updated. Please let our support team know if you manage to get in touch with the client first.

3. Find alternatives and set expectations with the client

If the client eventually responds but is delayed, discuss possible solutions with them directly.

You may agree to wait a certain amount of time or reschedule slightly.

If you agree to wait or adjust the start time, clearly communicate how the delay will affect the service — for example, a later finish time or changes to the order or timing of dishes. Clarifying these points in writing via the in-app chat helps manage expectations and avoid misunderstandings.

4. How long to wait

• If the client does not reply at all and does not open the door, you are required to wait at least one hour before leaving.
  
  
• If the client is responsive but late, we encourage flexibility and open communication to agree on the best possible resolution.

5. If the client never answers or opens the door

If you have followed all the previous steps, waited at least one hour, and the client remains unresponsive and does not allow access to the location, the situation will be treated as a last-minute cancellation by the client.

In such cases, you will be fully compensated for your service, as long as you have submitted all the required evidence: - Arrival photo or video showing the door and address. - Screenshot of your chat message confirming arrival, with the timestamp visible. To submit your evidence, send the documentation directly to our support team through the in-app chat or by email, and explicitly request that the booking be treated as a last-minute cancellation. Our team will review your submission and confirm your compensation.

Best practices for a smooth arrival and service start

• Keep clear communication using all available channels (internal messaging, phone, or email).
  
  
• Always confirm both your arrival time and service start time with the client in advance.
  
  
• Double-check the address before leaving and consider city traffic conditions when planning your trip.