If a service provider believes a job is unsafe, illegal, or materially different from the booking details, they may refuse, pause, or cancel the job. This may include:

• Aggressive, threatening, abusive, or unsafe behaviour by the customer or any person at the site
• Unsafe access to pickup or delivery location
• Dangerous stairs, steep driveway, narrow access, unstable floor, wet or slippery surface, or blocked pathway
• No safe parking or loading zone available
• Items too heavy, oversized, fragile, or unsafe to move safely with the assigned team or vehicle
• Prohibited, dangerous, hazardous, illegal, or restricted goods
• Customer not present or unable to provide safe access
• Incorrect booking details that make the job unsafe or unsuitable
• Payment issues where pre-payment is required under OYO payment terms, including big moves, long-distance jobs, late-hour jobs, or other jobs where payment must be confirmed before the move can safely proceed
• Other genuine safety risks: including weather, traffic, site, building or other conditions that make the job unsafe to continue

A cancellation fee may apply if the unsafe condition was caused by incorrect, incomplete, or misleading information provided by the customer, or if the customer failed to provide safe access or suitable job conditions.

If the unsafe issue was not caused by the customer, OYO may choose not to charge a cancellation fee or may offer to reschedule the job, depending on the circumstances.

If a customer believes the job was incorrectly marked unsafe or a cancellation fee was incorrectly charged, the customer may contact OYO support for review. OYO may request photos, call records, mover notes, booking details, and any other relevant information before making a final decision.

OYO's decision will be based on safety, fairness, available evidence, and the booking terms.