Consumer rights

What to Do If a Contractor Doesn’t Show Up

No-show plumber, missed appointment, ghosted by a tradesperson? Your fast, practical playbook.

Quick answer

If a contractor doesn’t show up, first contact them in writing to confirm the missed appointment and request a firm reschedule or refund of any deposit. A no-show breaches the Consumer Rights Act 2015 requirement to perform a service within a reasonable time, so you are entitled to a refund of any prepayment and can recover reasonable costs caused by the missed slot. If you booked through a platform with a no-show guarantee, raise a claim immediately for the fastest resolution.

Why a no-show is a breach, not just bad manners

A booked appointment is a contract. When a contractor fails to attend without notice, they breach the Consumer Rights Act 2015 obligation to perform the service within a reasonable time. That breach entitles you to a refund of any deposit and, in some cases, the reasonable costs the no-show caused you — a wasted day off work, an emergency call-out to someone else.

Your first hour: lock in the evidence

1Message the contractor in writing noting the date, time, and that they did not attend. Keep it factual.
2Screenshot the original booking confirmation and any “on my way” messages that never materialised.
3Note any direct costs the no-show caused — unpaid leave, a paid parking slot, a missed delivery window.
4If a deposit was paid, request its return in the same written message.

Getting your deposit back

Ask directly in writing first — most legitimate traders refund a deposit for a no-show without argument.
If they refuse and you paid by card, raise a chargeback for a service not provided.
For credit-card payments over £100, Section 75 makes the card issuer jointly liable.
If you booked on a platform with a no-show guarantee, claim through it — the deposit and a goodwill credit are often returned within days.

Repeat no-shows and serial offenders

A single no-show can be an honest emergency. A pattern is a red flag. If a contractor reschedules and ghosts you again, treat the contract as terminated, recover your money, and leave an honest public review. On verified platforms, repeat no-shows cost a provider their badge — which is precisely why provider verification matters.

How a no-show guarantee removes the hassle

The Gera Action Warranty includes a dedicated “no-show after booking” cover. If a verified provider fails to attend a booking made through a Gera platform, you raise a claim against the signed action receipt and Gera resolves it — typically a priority rebook with another verified provider or a capped credit — without you having to chase a deposit or argue over whether the appointment existed. The receipt is the proof.

Frequently Asked Questions

Am I entitled to a refund if a contractor doesn’t show up?

Yes. A no-show breaches the obligation to perform the service within a reasonable time, so you are entitled to a refund of any deposit or prepayment, and potentially reasonable costs the missed appointment caused.

Can I claim for the day off work I wasted?

Possibly. The Consumer Rights Act allows recovery of reasonable, foreseeable losses caused by the breach. Wasted, evidenced costs such as unpaid leave can sometimes be recovered, though you must keep proof and the amount must be reasonable.

How do I prove a contractor didn’t turn up?

Keep the booking confirmation, any messages, and a written note sent at the time recording the missed slot. A platform booking with a signed action receipt provides the strongest, timestamped proof.

What is a no-show guarantee?

It is a service-guarantee cover that pays out or arranges a priority rebook when a booked provider fails to attend. The Gera Action Warranty includes a no-show cover on eligible bookings with verified providers.