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.
If you're on-site or within 30 minutes of the session:
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 you're not yet on-site:
Go to your Project page → Report a Problem → Merchant has an issue → follow the steps and upload your proof when prompted.
⚠️ Your claim must be submitted on the same day as the cancellation/rescheduling, before midnight. Any request submitted after that will be automatically declined.
Ocus reviews your proof and applies the fee within 48 to 72 hours maximum.
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/hours | Third-party account (someone else's screenshot) |
⚠️ Your proof must clearly show the date and time matching the scheduled session. Any proof without visible metadata will be rejected.
Compensation limit
Compensation fees can be applied a maximum of 2 times per Project, regardless of the type or the client.
What doesn't qualify
You couldn't reach the Merchant before scheduling → use Can't Schedule Project instead.
The session was cancelled more than 12 hours in advance with prior notice.
You didn't follow the correct process (no proof uploaded, wrong flow used).
Your claim was submitted after midnight on the day of the cancellation/rescheduling.
Travel fees
Travel fees work differently from compensation fees. See → How to Request a Travel Fee for a Project