What Is a No-Show?
A client no-show happens when you arrive at the agreed service location and the client is absent, unreachable, or fails to respond within a reasonable window (usually 15–30 minutes).
What to Do
Attempt Contact
Send the client a message every 5-10 minutes to check in. If no response, give them a call using the UrbanMount call feature.
Take a Photo
If you’re comfortable, snap a quick photo outside the service location as proof of your arrival and time.
Cancel the Service
In Service Details, look for an option to Cancel Service → Client No Show. Provide a short note: “Arrived at X time, client was not present or responsive.”
Wait for System or Support Confirmation
You might still be eligible for a partial or full payment, especially if you waited the required grace period after arrival (20min).
Tip: Keep your availability accurate for the rest of the day. If the job automatically frees up your schedule, consider if you want to open new availability for another appointment or job.
Outcome
After the cancellation is reviewed, you may receive a cancellation fee for your time. Please allow 3-5 days for this decision to be reached and check out our Refund & Cancellation Policy for additional considrations.