Refusal before the session — more than 30 minutes before the scheduled time
Go to your Project page
Select the option that matches the situation:
Reschedule Project — the Merchant wants to move to a different date
Merchant Refusal — the Merchant refuses the session entirely
Cancelled or rescheduled session less than 12 hours before → upload your proof when prompted. Ocus will review it before applying a Late Cancellation or Rescheduling fee.
Refusal on site — you're within 30 minutes of the session OR you have arrived
Go to your Project page → tap Report a Problem
In the What is the issue? pop-up, select:
I have an issue — the problem is on your side
Merchant has an issue — the Merchant is refusing, rescheduling, or unavailable
If this is an At-Home project where the food voucher has already been claimed, the Report a Problem pop-up will only accept Contact Support as the reason — any other option (including Merchant has an issue) is rejected. Select Contact Support to get help with that session.
When you select Merchant has an issue for a Merchant refusal on site, Ocus notifies the Client, who then takes the next step to resolve the situation — this doesn't trigger an automatic compensation request on your side.
This applies when
Merchant declines · venue refuses access · business is permanently closed · Merchant wants to reschedule
Not applicable if you couldn't reach the Merchant before scheduling → use Can't Schedule Project instead.
Rating
A documented refusal doesn't impact your rating — as long as you followed the correct process.
To reduce the risk
Confirm the appointment the day before, verify contact details, and Send the Landing Page early.
