Last updated: August 2026 · Applies to all bookings made through Holler
This policy explains when cancellation fees apply, how no-shows are handled, and how Taskers are compensated. This policy applies to all bookings made through the Holler platform and forms part of the Holler Terms of Service.
Cancellations may incur fees depending on their timing relative to the scheduled task start. This policy applies to all bookings made through Holler, whether initiated by a Client or a Tasker.
Cancellation fees are handled by Holler, never settled directly between a Client and a Tasker. Disputed fees are handled through Holler's support process.
Any booking cancelled within 15 minutes of booking confirmation is cancelled at no charge, no questions asked, regardless of when the task is scheduled to start.
This window is designed to allow for accidental bookings or immediate changes of plans. After 15 minutes, the standard cancellation rules below apply.
More than 24 hours before scheduled start: No charge. The booking is cancelled at no cost to either party.
Within 24 hours of scheduled start: A cancellation fee applies, equal to 1 hour at the Tasker's listed hourly rate. Holler service fees are not added to it.
If the scheduled start time has already passed, the fee still applies, but the app no longer takes it from the card by itself. Section 4 covers how that is settled.
The Client's card is authorized when the booking is confirmed, not charged. When a cancellation is free, that authorization is released in full and nothing is taken from it. When a Client cancels inside the 24-hour window, the fee is taken from that existing authorization straight away, and the rest of the hold is released at the same time. The amount taken is confirmed to the Client by email.
If the authorization is smaller than the fee, because a promo code or account credit reduced it, only what is there is taken and Holler contacts the Client about the difference. If the booking has no card authorization on it at all, nothing is taken and Holler contacts the Client to settle the fee. A fee is never taken without the Client being told what it is and why.
If a Client is unavailable, unresponsive, or not present at the agreed task location at the scheduled start time, and has not pre-arranged remote access with the Tasker, the booking is treated as a cancellation within 24 hours.
The fee is the one in Section 3: 1 hour at the Tasker's listed hourly rate, with no Holler fees added. It is not the whole booking amount, and a Client is never charged for hours nobody worked.
Once the scheduled start time has passed, nothing is taken from the card automatically. The Tasker should message the Client in the booking chat, and if there is still no answer, email support@hollerservices.com the same day with the booking reference. We contact the Client, tell them what is owed and why, and settle it before anything is taken. The Tasker is compensated as described in Section 8.
A Tasker cancelling is always free to the Client, whenever it happens. No cancellation fee applies, the hold on the card is released in full, and nothing is charged. The same is true if a Tasker declines a booking request or lets it expire.
If a Tasker fails to appear at the scheduled task location at the agreed start time without prior notice:
Clients affected by a Tasker no-show will be assisted in rebooking as quickly as possible. Contact support@hollerservices.com if you experience a Tasker no-show.
Repeatedly cancelling accepted bookings is dealt with under the Tasker Agreement. Section 6 covers the cancellations that do not count against a Tasker at all.
Holler trains Taskers to leave a booking the moment they feel unsafe, and the Skills Policy says they may decline unsafe work. A Tasker who does that has cancelled with cause. It is not held against them: no warning, and it does not count toward the three-cancellations-in-90-days review in the Tasker Agreement. Email us and we will confirm in writing that the booking was cancelled with cause, so there is a record of it if it ever comes up.
It covers a Tasker who cancels before the start, or who stops and leaves partway through, because:
If you feel unsafe, leave first and tell us afterwards. Nothing on this page asks you to stay somewhere you want to leave. Once you are safe, say what happened in the booking chat if it is safe to do so, cancel the booking in the app, and email support@hollerservices.com the same day with the booking reference.
The Client is not charged when a Tasker cancels. The exception is where the reason was something at the property the Client should have told us about and did not. We then treat it as a Client cancellation within 24 hours, and the Tasker is compensated out of that fee as described in Section 8. The app does not do this by itself: support settles it after hearing from both sides, and the Client is told what is owed and why before anything is taken.
Where the Client is not charged, there is no cancellation fee to pass on. Cancelling with cause still costs you nothing and still counts as cancelled with cause, but the compensation in Section 8 is not automatic on those bookings. Section 8 says what support can do instead.
If work had already started before the Tasker left, the time actually worked is handled under the Invoicing Policy.
A booking made for a task starting the same day is already inside the 24-hour window, so the cancellation fee applies from the moment the booking is confirmed. A booking being only an hour old is not a reason for the fee not to apply.
The 15-minute free cancellation window (Section 2) still applies to same-day bookings.
Compensation comes out of the cancellation fee. Where a fee is collected from the Client on a cancelled booking, the whole of it goes to the Tasker who was booked: 1 hour at their listed hourly rate, paid through the Holler platform. Holler keeps none of it.
That is the case on three kinds of cancellation:
Most cancellations with cause collect nothing from anyone.Where a Tasker leaves for a reason that was not the Client's to disclose, the booking is cancelled at no charge and there is no fee to pass on. There is no entitlement to compensation on those bookings, because there is no money on the booking to pay it out of. What there is instead is discretionary support goodwill. Email support@hollerservices.com the same day with the booking reference and what happened, and we decide it case by case on the facts. Where we do pay, it is the same 1 hour at your listed rate. Whether we pay at all is our decision to make, this policy does not promise it in advance, and nothing here entitles you to it. We answer within five business days and we tell you plainly which way we went and why.
Leaving a booking you feel unsafe at is never held against you, whether or not any money follows. Section 6 is what protects your account, and it does not depend on this section.
Where a fee was charged but has not reached us yet, for example because the booking had no live card hold on it, there is nothing to pass on until it does. We pursue it with the Client, we tell you where it stands, and it goes to you with your next payout once it lands. Holler does not pay out a fee it has not collected.
Exception: Taskers with a confirmed Terms of Service violation recorded in the previous 90 days may be ineligible for cancellation compensation during that period.
Where the fee has been taken from the Client's card and the Tasker's payout account is connected, it goes out through the platform. Where the payout account is not connected yet, support settles it by hand. If a cancellation fee was collected on a booking of yours and you have not seen it, contact support@hollerservices.com with the booking reference and we will settle it with your next payout.
Failure to pay a valid cancellation fee may result in:
Holler will contact the Client to settle any outstanding cancellation fee. Until it is settled, the account may be restricted from making new bookings.
Taskers and Clients are encouraged to reschedule rather than cancel whenever possible. Rescheduling does not trigger a cancellation fee.
Rescheduling a task that starts within 24 hours requires mutual agreement between the Client and Tasker, documented in the in-app chat thread.
Important: Rescheduling with the intent to avoid a cancellation fee, for example, rescheduling a booking and then cancelling after the 24-hour window passes, is a violation of the Holler Terms of Service and may result in account suspension.