What happens to participants when the client cancels?

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We ask participants to take confirmed bookings seriously.

The same respect needs to apply when the research team changes the plan.

A delayed build, unavailable moderator or cancelled session may be understandable. The participant may still have arranged childcare, changed a shift or set aside time they cannot easily recover.

Agree the arrangements before recruitment

Set out what happens if the client cancels or reschedules.

That includes notice periods, any agreed participant payment or expenses, recruitment work already completed and responsibility for contacting everyone affected.

The arrangements should be clear in the project scope and reflected accurately in participant communications.

Do not wait until a cancellation happens to decide what the commitment was worth.

Tell people promptly

Once a change is confirmed, contact affected participants as soon as practical.

Be clear about what has changed, whether their booking is cancelled and what happens next. Explain any payment arrangements already agreed.

If a replacement date is not available, say so. Avoid leaving someone holding the original slot while the research team works through its options.

Treat rescheduling as a new availability check

Someone who could attend Tuesday may not be free on Thursday.

Ask rather than assume. Give them the revised commitment and allow them to decline without presenting it as a failure to honour the original booking.

If the change affects study duration, travel or preparation, revisit those arrangements too.

The recruiter should explain whether the original sample can still be delivered or replacements need to be found.

Apply accountability both ways

Some changes are unavoidable. How they are handled remains a shared responsibility.

A participant’s time does not become less valuable because the reason for cancellation sits outside recruitment.

Clear terms, prompt communication and fair treatment should be part of the plan from the beginning.

Planning fieldwork? Agree on cancellation and rescheduling arrangements with Gromotion before participants are booked.