<p>Service providers may cancel bookings when unable to perform the service due to emergencies, safety concerns, or skills mismatch identified before arrival. Providers must cancel through the provider app with a documented reason.</p><p>Customer receives full refund for provider-initiated cancellations. Gletra automatically reassigns the booking to an available alternative provider where possible. Provider cancellation rates above 5% monthly trigger performance review and potential delisting from Gletra Home Services.</p>