Go to the Project page → select the “Report a Problem” option
Select the correct options
Either the session will be rescheduled, a callback will be added or the project be dropped
No matter the option, this specific session is cancelled.
This applies when
The Merchant declines the session on-site
The venue refuses you access upon arrival
The business is permanently closed
The merchant wishes to reschedule
Not applicable if you couldn't reach the Merchant before scheduling — use "Cannot schedule" instead.
Compensation
If the refusal happens at the scheduled time, on-site, without prior notice → You may be eligible for compensation.
Ocus staff reviews it based on timing, proof, and Project status.
Rating
A documented refusal doesn't impact your rating — as long as you followed the correct process and reported it accurately.
To reduce the risk
Confirm the appointment the day before, verify contact details, and send the Landing Page early.