Refusal before the session — more than 30 minutes before the scheduled time
Go to your Project page
Select the option that matches the situation:
Reschedule Project — the Merchant wants to move to a different date
Merchant Refusal — the Merchant refuses the session entirely
💰 Cancelled or rescheduled less than 12 hours before → upload your proof when prompted. Ocus reviews it before applying a Late Cancellation or Rescheduling fee.
Refusal on site — you're within 30 minutes of the session OR you have arrived
Go to your Project page → tap "Report a Problem"
In the "What is the issue?" pop-up, select:
"I have an issue" — the problem is on your side
"Merchant has an issue" — the Merchant is refusing, rescheduling, or unavailable
⚠️ If you select "Merchant has an issue" — tap "Start the session" first. This triggers your compensation request automatically.
💰 Refusal on-site, at scheduled time, without prior notice → you may be eligible for compensation.
This applies when
Merchant declines · venue refuses access · business is permanently closed · Merchant wants to reschedule
Not applicable if you couldn't reach the Merchant before scheduling → use "Can't Schedule Project" instead.
Rating
A documented refusal doesn't impact your rating — as long as you followed the correct process.
To reduce the risk
Confirm the appointment the day before, verify contact details, and "Send the Landing Page" early.
