Help & Support

Can I cancel or reschedule a confirmed participant?

How researchers cancel/reschedule confirmed participants, plus our cancellation policy.

written by
Steven Pico-Stark
Last updated:
October 2, 2019

We understand that schedules change. However, we aim to provide a smooth experience for both researchers and participants. Before we talk about how to cancel confirmed participants, it's important to understand our cancellation policy and potential fees you may incur.

Our policy for canceling confirmed participants

Canceling includes removing a session or asking someone to reschedule and they are unable to. We follow a strict policy around cancelations to be considerate of our participant's time—and we keep the same strict policies with our participants on your behalf!

Please provide at least 24 hours notice if you need to cancel or reschedule a session. If a researcher does not show up to a session, the participant will be issued the full incentive, and the final cost will be added to your bill.

Cancelation fees

If a researcher cancels a confirmed participant or asks them to reschedule (and they can't), a cancelation fee will be charged. The cancelation fee includes the participant recruitment fee (paid to us) + 25% of the incentive (paid to the participant). If you are paying by credit card, a 3% processing fee will be added on top of all compensation we distribute.

For example, an upcoming study recruiting consumers is paying a $40 incentive. If a confirmed participant is canceled, the researcher will incur a $40.30 charge for this participant. This includes:

  • Our recruitment fee ($30),
  • 25% of the incentive which is sent to the participant ($10), and
  • our 3% processing fee on all compensation ($0.30).

On an unlimited plan? Since the recruitment fee is $0 on unlimited plans, you will only be charged the 25% of the incentive that is sent to the participant.

Rescheduling confirmed participants

Visit the "Confirmed sessions" section in your project workspace. Scroll down, as needed, until you find the session you need to reschedule.

Select "Reschedule" or "Remove" from the confirmed sessions section of your workspace.

If the session is in the future, click "Reschedule" next to the participant's name.

If a session start time has passed, click on the arrow to the right of “Completed” to find the rescheduling options (you cannot remove someone after a session has started).

If you have not agreed on a new date/time, you can ask the participant to select one. Heads up—this will remove the participant and open the spot for any approved candidate to book.

Here's how you remove a participant and send them a new booking link:

  • Click the button that says "Ask the participant to select a new time."
  • The participant will receive an email asking them to select a new spot.
  • If they select a new spot, we will not issue them the inconvenience fee.
  • If they don't select a new spot or can no longer make it, they'll earn the inconvenience fee.

If you have agreed on a new date/time, you can reschedule the participant yourself. Here's how:

  • Select a date and time from the list of options.
  • The participant will receive the confirmation email.
  • If they are willing and able to reschedule, we will not issue them the inconvenience fee.
  • If they don't select a new spot or can no longer make it, they'll earn the inconvenience fee.

We'll issue the cancelation fee as an Amazon gift card equivalent to 25% of the dollar amount they would have received in compensation, regardless of if the study was set to "Researcher pays" or "UI pays" and regardless of original incentive type.

Canceling confirmed participants

Visit the "Confirmed sessions" section in your project workspace. Scroll down, as needed, until you find the session you need to cancel.

Select "Reschedule" or "Remove" from the confirmed sessions section of your workspace.

If the session is in the future, click "Remove" next to the participant's name. Follow the prompts and select "I no longer want this participant".

If a session start time has passed, you will not be able to remove the participant from your calendar.

If you need to remove someone, select "I no longer want this participant for this study".

We'll issue the cancelation fee as an Amazon gift card equivalent to 25% of the dollar amount they would have received in compensation, regardless of if the study was set to "Researcher pays" or "UI pays" and regardless of original incentive type.

Keep in mind: Both the participants and the project coordinator managing your project are alerted when a participant is canceled. If a participant is removed by you and you say they asked for it, they will likely reach out to us if this is not the case. Our team reach out and will adjust, as needed, to properly account for the cancelation.

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