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Cancellation policy

Cancellation Policy for [App Name]
Last Updated: June 8, 2025
At [App Name], we aim to provide a flexible and fair experience for both customers and service providers. This Cancellation Policy outlines the guidelines for canceling service requests (e.g., air conditioning repair, phone repair, etc.) through the app. Please read it carefully to understand your rights and responsibilities when canceling a service request.
1. Overview
  • This policy allows customers to cancel service requests according to the terms outlined below.
  • The policy aims to balance customers’ need for flexibility with service providers’ rights to compensation for their time and resources.
2. Cancellation of Service Requests by Customers
  • Free Cancellation Period:
    • Customers may cancel a service request free of charge within [time period, e.g., 24 hours] from the time the request is confirmed, provided the service provider has not started preparations or work.
    • Cancellations can be made through the “Manage Orders” section in the app.
  • Cancellation After the Grace Period:
    • If a cancellation occurs after [grace period, e.g., 24 hours] or if the service provider has begun preparations (e.g., purchasing parts or traveling to the location), a cancellation fee may apply.
    • Cancellation fees are determined based on the service provider’s policy or may be a percentage of the service cost (e.g., [10-25%]), and will be clearly displayed in the app before cancellation.
  • No-Show:
    • If a customer is unavailable at the agreed-upon location or time without prior cancellation, this is considered a “no-show” and may result in a full cancellation fee or forfeiture of any prepaid amount.
3. Cancellation by Service Providers
  • Reasons for Cancellation:
    • Service providers may cancel a service request in exceptional circumstances (e.g., emergencies, lack of resources, or inability to meet the scheduled time).
    • Customers will be notified immediately through the app with an explanation for the cancellation.
  • Compensation:
    • If a service provider cancels without a valid reason or after the customer has made preparations, the customer is entitled to a full refund of any paid amount.
    • In some cases, the customer may be offered a connection to another service provider at no additional cost.
4. Refunds
  • Refunds for Free Cancellations: If a customer cancels within the free cancellation period, any paid amounts will be fully refunded within [time period, e.g., 5-10 business days] to the original payment method.
  • Refunds for Cancellations with Fees: If a cancellation fee applies, the remaining amount (after deducting the fee) will be refunded within [time period, e.g., 5-10 business days].
  • Non-Refundable Cases: In cases of a “no-show” or if the service provider has started work (e.g., purchased materials or visited the location), the customer may not be eligible for a refund.
5. How to Request a Cancellation
  • Customers can request cancellations directly through the “Manage Orders” section in the app.
  • Cancellation requests must be submitted before the scheduled service time to avoid fees (if applicable).
  • If you encounter any issues, you can contact our support team through the app.
6. Disputes Related to Cancellations
  • If you believe a cancellation fee is unfair or a cancellation was not processed correctly, you can submit a complaint through the support section in the app.
  • We will review the dispute within [time period, e.g., 3-5 business days] and work to resolve the issue fairly for both parties.
7. Exceptions and Special Circumstances
  • In cases of emergencies or force majeure (e.g., natural disasters, government restrictions), cancellations may be processed without fees for either party, at the discretion of [App Name].
  • We reserve the right to modify cancellation terms in exceptional cases, with prior notice to users.
8. Changes to the Cancellation Policy
  • We reserve the right to update this Cancellation Policy at any time. Users will be notified of changes via the app or email.
  • Continued use of the app after changes constitutes acceptance of the updated policy.
9. Contact Us
If you have questions or concerns about the Cancellation Policy, please contact us at:
  • Email: [Insert your email]
  • Phone: [Insert your phone number]
  • Or through the support section in the app.

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