Booking Changes & Cancellations

Each Provider sets a free-cancellation window (default 48 hours), shown on their listing and at checkout. Cancellations are handled as follows:

• •Cancel before the free-cancellation window closes (i.e. more than the window's hours before the appointment): the service price will be refunded. The 12% platform fee is non-refundable
• •If you cancel within 48 hours, 75% of the service price is refunded. The provider receives 25% of the service price as cancellation compensation (compensating them for blocked time). The 12% platform fee is non-refundable
• •Same-day cancellation or no-show by Client: not eligible for a service-fee refund; the Provider may retain the service fee

Providers may choose a shorter or longer free-cancellation window, which is displayed on their listing and at checkout. That stated window supersedes the default above.

If a Provider cancels a confirmed booking:

• •The Client will receive a full refund of the service fee
• •The platform fee will also be refunded as an exception (Provider-cancellation only)
• •The Client will be notified by email immediately

Providers who fail to confirm bookings or do not arrive ('no-shows') are tracked automatically. The following progressive consequences apply:

• •3 confirmed no-shows — a formal warning email is sent to the Provider
• •5 confirmed no-shows — the listing is automatically paused (set to inactive) and placed pending admin re-review before it can go live again
• •A Provider's no-show count is visible to administrators and factors into search ranking and trust signals

A no-show is recorded when a Provider fails to confirm a booking within the required timeframe, or when the Client reports that the Provider did not arrive. Client no-shows (where the Provider arrived but the Client was not present) are handled separately — the booking is marked complete and the Provider is compensated for their time, but a trust note is recorded.

Clients can cancel a booking by:

• •Visiting their Bookings dashboard and selecting 'Cancel Booking'
• •Emailing our Contact form (/contact) with the booking reference

Providers can cancel by logging into their Provider Dashboard and updating the booking status, or by contacting us at our Contact form (/contact).

The platform applies specific refund logic based on the reason selected for the cancellation. The reason and resulting refund are recorded on the booking and payment records:

• •Weather / force majeure — full refund to the Client, no penalty to either party
• •Provider cancels, is late, or no-shows — full refund to the Client (including platform fee), and a trust flag applied to the Provider's listing
• •Provider could not supply materials — full refund to the Client
• •Client did not supply materials or provide access — call-out fee retained by the Provider, remainder refunded to the Client, and the booking flagged as a client no-show
• •Client change of mind — within the free-cancellation window: the service price will be refunded. The 12% platform fee is non-refundable. Outside the window: 75% of the service price is refunded, the provider receives 25% of the service price as cancellation compensation, and the 12% platform fee is non-refundable

Rescheduling can be proposed by either party through the booking change request system. If the Provider proposes a reschedule with a price change (extra charge or refund), the Client must accept and, where an extra charge applies, complete the additional PayPal payment before the new date is applied. Refund-based reschedules are processed automatically to the Client's original payment method. Rescheduling is subject to Provider availability and is not guaranteed. Rescheduling does not constitute a cancellation.

In the event of cancellations due to circumstances beyond either party's reasonable control, ${COMPANY} will review refund requests on a case-by-case basis and endeavour to issue a fair resolution. Extenuating circumstances include:

• •Natural disasters, severe weather, or declared states of emergency
• •Serious illness or hospitalisation (with supporting documentation)
• •Death of an immediate family member
• •Government-mandated closures, curfews, or travel restrictions
• •Significant utility outages (e.g. water, electricity) that make the service impossible to perform

Extenuating circumstances may override the standard free-cancellation window. Clients and Providers requesting an extenuating-circumstances refund should file a dispute with supporting documentation within 14 days of the scheduled service date.

If a Client creates a booking but does not complete payment, the booking is automatically cancelled when the booking expiry window passes. The default expiry is 24 hours, though Providers may set a shorter or longer window (displayed on their listing). When a booking expires, the reserved time slot is freed back onto the Provider's calendar so it remains available to other Clients. No payment is taken and no charge applies to either party.