⚠️ Processing time: compensation fees are not applied instantly. They are calculated automatically; allow up to 72 hours after the cancellation or rescheduling before following up with Support.
When you're eligible
Late rescheduling
The Merchant or Client reschedules less than 24 hours before the scheduled session. No compensation applies unless you are already on-site, with proof.
On-site refusal — Late Cancellation
You arrived at the location at the scheduled time, and the Merchant refused the session without prior notice.
Not on-site — Late Cancellation
If the session was cancelled less than 24 hours before the scheduled time and you were not yet on-site, no compensation applies.
Short Notice
⚠️ This doesn’t apply to a Project claimed on a date tagged Short notice: no compensation applies, even if the Merchant cancels or reschedules.
How to claim
The in-app checkbox to request a compensation fee has been removed. To claim a compensation fee, first report the cancellation or rescheduling in the app as described below.
You are on-site, or the session starts in less than 30 minutes:
Go to your Project page → Start the Session → Check-in → Report a Problem → Merchant has an issue → follow the steps.
If the Merchant refuses the session on-site, this is reported the same way, but it does not generate a compensation fee claim: the Client is notified to contact the Merchant directly, and the Project stays visible to you.
See → What to Do If the Merchant Refuses the Session
You're not yet on-site, or the session starts in more than 30 minutes:
Go to your Project page → Report a Problem → Merchant has an issue → follow the steps.
Deadline
You must submit your claim within 7 days of the cancellation or rescheduling. Claims submitted after this deadline will be automatically declined.
Once your claim is submitted, please wait 72 hours before contacting Support for validation.
Accepted proof
✅ Accepted | ❌ Not accepted |
Photo taken on-site with metadata showing the date and time of the Session | Photo without timestamp, location, or metadata |
Screenshot of your conversation with the Merchant, with date/hours | Verbal confirmation only |
Email from the Merchant, with date and time | Third-party account (someone else's screenshot) |
About photo metadata: upload the original photo file taken with your camera or phone. The platform automatically reads the date, time, and location embedded in the file. You don't need to prove anything else.
Do not send an edited version or a photo received through a messaging app: these files lose the original data, and your claim will be rejected.
Compensation limit
Compensation fees can be applied a maximum of 2 times per Project.
What doesn’t qualify
You couldn’t reach the Merchant to schedule the Session → use Can’t Schedule Project instead.
The Session was cancelled more than 12 hours in advance, with prior notice.
The Session was rescheduled to the same day — no compensation applies regardless of timing or location.
The Merchant refused the Session on-site → this is routed to the Client to resolve directly with the Merchant, and does not generate a compensation fee.
The correct steps were not followed — for example, no proof was uploaded, or the claim was not submitted to Ocus Support via Intercom as described above.
The claim was submitted more than 7 days after the cancellation or rescheduling.
You claimed the Project on a date tagged Short notice → no compensation applies. Call the Merchant before you claim a Project on one of these dates to make sure they are available.
Travel fees
Travel fees work differently from compensation fees. See → How to Request a Travel Fee for a Project