The vast majority of jobs run smoothly from accept to complete. A small minority don't, for a range of reasons — some on the operative's side, some on the customer's side, some on neither. Zuno tracks how those situations resolve because the consistency of operative behaviour is what gives customers confidence to keep booking, which means more work for everyone on the platform.
The categories we track
When a booking doesn't complete cleanly, it falls into one of these buckets:
- Operative cancellation — you accepted the job and then can't attend. Always contact support as early as possible so we can re-dispatch.
- Operative no-show — you accepted the job and didn't attend or notify us. This is the most serious category because the customer is left waiting.
- No Access — you attended but couldn't reach the vehicle through no fault of your own. See the dedicated Out of Scope vs No Access article. This is not held against your standing on Zuno when properly evidenced.
- Out of Scope — you attended but the vehicle's condition prevented a normal valet. Also evidenced via photos; not held against your standing when properly used.
- Customer cancellation — the customer cancels their side. This doesn't reflect on you at all.
Your standing on Zuno
Operative cancellations and no-shows do affect your standing on Zuno. The Operative Subcontractor Agreement (linked from the Operative Guide in your profile dropdown) sets out the binding rules around lateness, attendance, and the consequences of repeated issues. We're not going to repeat those rules here in case the agreement updates and the two surfaces drift out of sync — the agreement is the canonical source.
The Operative Guide section D covers the day-to-day practicalities around cancellations and no-access situations.
If you genuinely can't attend a job you've accepted
Email [email protected] as soon as you know. The earlier we hear, the more chance we have to re-dispatch the job to another operative without the customer experiencing any disruption. A cancellation handled well in advance is not the same thing as a no-show, even though both are technically you not attending.
Genuine emergencies happen. We'd much rather have an early honest call than have a customer wondering where you are at the start of their booking window.
Disputes
If a customer raises a dispute on a job — for example they believe the work wasn't done to the standard they paid for — we'll contact you for your side of the story, look at the photos you uploaded, and make a fair decision. Customer disputes are handled separately from the cancellation categories above. Most disputes resolve in the operative's favour when the work was documented properly.
Pattern matters more than any single event
A single isolated cancellation in months of clean attendance is not the same thing as a pattern of cancellations. Our review of operative standing is always contextual — we look at the full picture, not isolated data points. If you think your standing has been affected unfairly, email [email protected] and we'll go through it with you.