The short answer
If a crew member hasn't set off or is running late, Gaffr tells the client. Before they're due, the client can ask Gaffr to look for someone else, at no cost. Once they're due, the client can cancel with "Crew didn't show". If the record shows they never set off or came near the venue, it's free and recorded as a no-show. Otherwise a person at Gaffr checks it first. A crew member can ask Gaffr to look again.
How does the client know something's wrong?
The Gaffr app sends a notification and shows it on the booking. There are two kinds:
- "Sam hasn't set off": it's time they left, and they haven't. The app says when they're due, for example "They're due at 18:00 and aren't on their way yet."
- "Sam is running late": they're on their way, but their ETA is after the time they're due.
The time they're due is usually the call time. It can be later if they accepted a booking that was already close to its start.
What can the client do before they're due?
Wait, or tap "Find someone else" where the app offers it. The app says: "Wait, or have us find someone else: that costs you nothing."
After that, the app says: "We're finding someone else. Sam is off this booking, and you're not charged for them." The crew member is told they're off the booking.
If the card hold has lapsed by then, it needs approving again before Gaffr looks for someone.
"Find someone else" is there only until the time they're due. After that, the app says: "If they don't turn up, cancel and choose “Crew didn't show”."
What does "Crew didn't show" do?
It's on the cancel sheet from the time they're due. The sheet asks "Sam hasn't turned up?" and says:
"Tell us and we cancel. If the booking's record shows Sam never set off and never came near the venue, it's free. If it shows they were on the way, we check it before anything is charged."
Either way, the booking is cancelled and the crew member is told at once.
How does Gaffr decide it was a no-show?
From the booking's record in Gaffr Live. The claim is accepted automatically when the record shows the crew member:
- never tapped "Leave now" (which tells the client they're on their way)
- never started the shift
- never came near the venue
Then the client pays nothing, and the card hold is released. The app says: "Cancelled. We've recorded that Sam didn't show. Nothing to pay, and the hold on your card is released."
The crew member isn't paid for the booking, and it's recorded as a no-show.
What if the record says they were on the way?
A person at Gaffr checks it. The app says: "Cancelled. The booking's record says Sam was on the way, so we're checking it before anything is charged."
Nothing is charged or paid until then. The booking says: "Until we've decided, the hold on your card stays."
Gaffr Live tells the crew member the booking's off: "Don't carry on to the venue."
Then one of two things:
- It was a no-show. Gaffr sends "No-show confirmed", and the booking says: "We checked: your crew member didn't show. There's nothing to pay, and the hold on your card is released."
- They were on the way. Cancelling costs the same as cancelling a booking that's started. That's the full Crew Member fee plus the Platform Fee, and the crew member is paid their fee.
What you pay and cancellations has the cancellation table.
What if they started without GPS?
Sometimes a crew member starts the shift where their phone can't confirm they're at the meeting point. The app then asks the client "Is Sam with you?", with "Yes, they're here" or "Not here".
"Not here" says: "Their phone says they started at 18:02 without GPS. Check with your site contact first. If they're not there, a person at Gaffr decides; nothing is charged until then."
After a shift that started this way, the rating screen asks: "Was Sam on site?" A "No" goes to a person at Gaffr to weigh.
What does the crew member see?
A notification as soon as the booking's taken off them.
- Accepted automatically: "Recorded as a no-show". It says what the record showed. It ends: "If that's wrong, tap to ask us to look again."
- Being checked: "Stand down", and that Gaffr will check the record before anything is paid.
- Reported after the shift: "A client reported a no-show. You've got 48 hours to tell us your side."
How does a crew member challenge a no-show?
In Gaffr Live, from the cancelled booking or from Earnings. They give a reason in their own words, and a person at Gaffr looks again.
- One request per decision. There's no time limit.
- If the person agrees it wasn't a no-show, it's taken off their record: "No-show overturned".
- An overturn never charges the client anything afterwards. Gaffr may make a payment to the crew member from its own funds.
- If the decision stands, they're told why: "No-show stands".
What does a no-show mean for the crew member?
No pay for that booking. The no-show is kept on their record, which a person at Gaffr can read.
A no-show doesn't pause or close their account by itself, or change which Opportunities reach them. A person at Gaffr can pause or close an account after looking at a pattern of no-shows.
Where's the full version?
The terms set out the cancellation policy in full.