Last updated: September 2026
1. Purpose
This policy ensures fairness, reliability, and protection against fraud, including preventing users from sending fake requests, avoiding fees through cancellations, abusing the scheduling system, wasting providers' time, or manipulating the platform through repeated cancellations.
2. Monthly Cancellation Limits
Clients may cancel up to 3 bookings per month without penalty. Providers may cancel up to 2 bookings per month without penalty.
Client Penalties
| Cancellations | Penalty |
|---|---|
| 1–3 | No penalty |
| 4 | Warning + 24-hour freeze |
| 5 | 3-day freeze |
| 6+ | Full suspension pending review |
Provider Penalties
| Cancellations | Penalty |
|---|---|
| 1–2 | No penalty |
| 3 | 24-hour freeze |
| 4 | 7-day freeze |
| 5+ | Full suspension pending review |
3. High-Impact Rules
- Late cancellation (less than 1 hour before): Counts as 2 cancellations
- No-show by either party: Counts as 3 cancellations
4. Mutual Cancellation Confirmation
When a cancellation occurs, the other party receives a prompt with four options:
- "Yes, we both agreed" — Agreed cancellation, 1 point each
- "No, I didn't agree" — Full penalty on cancelling party
- "We already completed the service" — Service marked complete, fees apply
- "Report a problem" — Opens a dispute
5. Post-Service Verification
After the scheduled service time (+1 hour grace), both parties receive a confirmation prompt. If neither responds within 48 hours, the service is automatically completed and fees are charged.
6. Anti-Fraud Rules
- Off-platform payments: Transaction fee deducted from provider wallet
- Negative balance must be settled within 5 days
- Suspicious patterns (frequent cancellations between same users) may trigger automatic freeze