Cancellation Policy
Last update: May 12th, 2026
What Happens When You Cancel
A 10% deposit may be charged through the Platform to secure your reservation. This deposit is generally charged 72 hours before the scheduled service start time. If your reservation is scheduled to begin in less than 72 hours, the deposit may be charged at the time of booking.
Cancellation fees depend on how close the cancellation occurs to the scheduled service start time. Any cancellation fee owed will first be applied against any deposit already paid.
Cancellation fees may vary depending on the Provider, service type, market, reservation timing, promotional terms, or other disclosures presented through the Platform.
Cancellation Fees
Cancellation fees are generally calculated based on the scheduled service start time of your reservation:
- No cancellation fee if canceled more than 48 hours before the scheduled service start time
- 50% cancellation fee if canceled 24–48 hours before the scheduled service start time
- 100% cancellation fee if canceled less than 24 hours before the scheduled service start time
If a cancellation fee applies and a deposit has already been charged, the deposit will be applied toward that fee. Any remaining balance may be charged to your payment method in accordance with the Terms of Service and any applicable Provider agreement.
If no cancellation fee applies, any charged deposit will generally be refunded to the original payment method.
Cancellation fees are generally calculated based on the total reservation amount, including applicable Provider Charges and Platform fees.
How To Cancel Or Reschedule
You may cancel or reschedule your reservation through the Marco Platform, including through your account on hellomarco.com or the Marco mobile application.
To make a change:
- Sign in to your Marco account
- Open the reservation you want to update
- Select Cancel, or edit the reservation date and time to reschedule
In some situations, Marco Support or the Provider may be able to help adjust a reservation without requiring a full cancellation.
Rescheduling more than 48 hours before the scheduled service start time may help reduce or avoid cancellation fees where permitted by the applicable Provider or reservation terms.
Marco-Or Provider-Initiated Cancellations
In some situations, Marco, the Provider, or both may cancel, decline, delay, or adjust a reservation due to circumstances outside reasonable control, including
weather, unsafe conditions, building restrictions, operational limitations, incomplete reservation details, prohibited items, safety concerns, emergencies, or other issues affecting the requested service.
Provider Late Arrival Or No-Show
If the assigned Provider does not arrive within 30 minutes after the end of the scheduled arrival window disclosed through the Platform, cancellation fees will generally not apply and any charged deposit may be refunded.
Customer Late Arrival Or Unresponsiveness
If the customer does not arrive, provide access, or reasonably respond within 30 minutes after the end of the scheduled arrival window disclosed through the Platform, a cancellation fee of up to 100% of the reservation amount may apply.
Prohibited, Unsafe, Or Undisclosed Items
If a reservation includes prohibited, unsafe, hazardous, inaccessible, or materially undisclosed items or conditions, Marco or the Provider may request additional information, photos, videos, inventory details, or verification before determining whether the reservation can proceed.
If the reservation cannot proceed because of prohibited, unsafe, inaccessible, or materially undisclosed items or conditions, cancellation fees of up to 100% may apply in accordance with the Terms of Service and applicable Provider policies.
Questions Or Support
If you have questions about cancellations, deposits, rescheduling, or reservation changes, contact Marco Support at:
Marco aims to provide a transparent and efficient cancellation and rescheduling experience consistent with the Platform's Terms of Service and applicable Provider policies.