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

Once you have confirmed all the service details with the client, including the address and time, you should arrive at the agreed-upon location as scheduled. However, if you encounter difficulties accessing the location or the client does not open the door, please follow the steps below.


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.

  • 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 with the Client

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

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

Sometimes unexpected situations occur, so maintaining good communication and flexibility can help find the best resolution for both sides.


4. Set Expectations with the Client

If you agree to wait or make adjustments due to the client’s delay, make sure to clearly communicate how this may affect the service.

For example, the delay could result in a later finish time or slight changes to the menu structure or flow of the meal.

Clarifying these points helps manage expectations and avoid misunderstandings.

  1. How Long Should You 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 provided all the required evidence (arrival photo/video and message screenshots).


Best Practices for a Smooth Arrival and Service Start

  • Keep clear communication using all available channels (internal messaging, WhatsApp, 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.