When you're eligible
Late rescheduling
The Merchant or Client reschedules less than 12 hours before the scheduled session.
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
The session was cancelled less than 12 hours before, and you were not yet on-site at the time of cancellation.
How to claim
The process depends on where you are when the cancellation happens.
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 and upload your proof when prompted.
⚠️ 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 and upload your proof when prompted.
⚠️ Deadline: 7 days. You must submit your claim within 7 days of the cancellation or rescheduling. Claims submitted after that are automatically declined.
Ocus reviews your proof and, if your claim is approved, applies the compensation fee to your Project within 72 hours.
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 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 submitted outside the Report a Problem steps described above.
The claim was submitted more than 7 days after the cancellation or rescheduling.
Travel fees
Travel fees work differently from compensation fees. See → How to Request a Travel Fee for a Project