Cancellation & Rescheduling Policy

Life happens, and sometimes you need to change your plans. Here's our cancellation and rescheduling policy.

Cancellation Policy

Our Policy Timeline:

More than 24 hours before service:

• ✓ Free cancellation
• No fees charged
• Full refund of any deposits
• Cancel anytime

Less than 24 hours before service:

• Cancellation fee applies
• Fee varies by service type
• Compensates Pro for reserved time
• See fee schedule below

Less than 2 hours before service:

• Higher cancellation fee
• Pro likely already traveling
• Minimum 1 hour charge typical
• Plus Trust & Support Fee

No-show (without canceling):

• Full service charge
• Based on original estimate
• Pro wasted time and travel
• Account may be flagged

Cancellation Fee Schedule

Standard Services:

24+ hours notice:

• $0 - Free cancellation

12-24 hours notice:

• 50% of first hour
• Example: $50/hour Pro = $25 fee

2-12 hours notice:

• 75% of first hour
• Example: $50/hour Pro = $37.50 fee

0-2 hours notice:

• 100% of first hour
• Example: $50/hour Pro = $50 fee

No-show:

• 100% of estimated cost
• Plus Trust & Support Fee
• Minimum 2 hours

Large Services (4+ hours or $400+):

• Higher fees apply
• 24 hours: 25% of estimate
• 12-24 hours: 50% of estimate
• Less than 12 hours: 75% of estimate

Recurring Services:

• Must cancel 48 hours ahead
• Or cancellation fee applies
• One-time free emergency cancel per year

How to Cancel

Through the App:
1. Go to Dashboard
2. Find your upcoming service
3. Click "Cancel Service"
4. Select cancellation reason
5. Review any fees
6. Confirm cancellation
7. Receive confirmation email

Through Website:
1. Log into royalpalmservices.com
2. Navigate to "My Services"
3. Select service to cancel
4. Click "Cancel"
5. Follow prompts

Through Support:

• Email: support@royalpalmservices.com
• Phone: (561) 555-0123
• Live chat
• Provide booking reference number

Confirmation:

• You'll receive immediate confirmation
• Pro is notified automatically
• Refund processed (if applicable)
• Email receipt of cancellation

Rescheduling Services

Free Rescheduling:

24+ hours before service:

• Free to reschedule
• Choose new date/time
• Must be within 30 days
• Pro must be available

How to Reschedule:
1. Go to your service
2. Click "Reschedule"
3. View Pro's availability
4. Select new date/time
5. Confirm changes
6. Pro receives notification

Rescheduling Within 24 Hours:

• Contact Pro directly first
• Pro may accommodate if possible
• May incur fees if Pro can't reschedule
• Depends on Pro's availability

Multiple Reschedules:

• First reschedule: Free (if 24+ hours)
• Second reschedule: May incur fee
• Third+ reschedule: $25 fee per change
• Excessive rescheduling may limit future bookings

Pro-Initiated Cancellations

If Your Pro Cancels:

You Receive:

• Immediate notification
• Full refund of any charges
• No fees whatsoever
• Help rebooking if needed
• May receive platform credit ($10-25)

Rebooking:

• We'll help find another Pro
• Priority placement
• Discount code may be provided
• Same-day replacement if possible

Pro Consequences:

• Late cancellations hurt Pro's rating
• May lose "Top Pro" status
• Account review if repeated
• Potential account suspension

Weather-Related Cancellations

Severe Weather Policy:

For Outdoor Services:

• Either party may cancel/reschedule
• No fees if severe weather
• Must provide weather report
• Reschedule to next available day

What Qualifies:

• Thunderstorms
• Tropical storms/hurricanes
• Flooding
• Extreme heat warnings
• Other hazardous conditions

Indoor Services:

• Generally proceed unless severe weather prevents safe travel
• Discuss with Pro
• May reschedule if both agree

Emergency Cancellations

Valid Emergencies:

• Medical emergency
• Family emergency
• Natural disaster
• Home emergency (flood, fire, etc.)
• Government-mandated closure

Emergency Process:
1. Cancel immediately
2. Select "Emergency" as reason
3. Provide brief explanation
4. Contact support
5. Documentation may be requested

Fee Waiver:

• Most emergencies waive fees
• Proof may be required
• Support reviews case-by-case
• Generally approved

Partial Cancellations

Reducing Service Scope:

Before Service:

• Message Pro to discuss
• May reduce estimate
• Must update service details
• No fees if done in advance

During Service:

• Discuss with Pro
• Can stop work early
• Pay for time worked
• No cancellation fee

Avoiding Cancellation Fees

Best Practices:

• ✓Book when you're certain of availability
• ✓Check your schedule carefully
• ✓Set calendar reminders
• ✓Cancel as early as possible
• ✓Communicate with Pro if unsure
• ✓Consider rescheduling instead
• ✓Use recurring services for regular tasks

Communication:

• Message Pro if situation changes
• Many Pros willing to accommodate
• Better to reschedule than cancel
• Build good relationship for future

Repeat Offenders

Excessive Cancellations:

Warning System:

• 1st late cancellation: Warning
• 2nd within 60 days: Account review
• 3rd within 90 days: Booking restrictions
• 4th+: Possible account suspension

Restrictions May Include:

• Required 48-hour advance booking
• Prepayment requirement
• Higher deposits
• Limited Pro selection

No-Show Pattern:

• Two no-shows = account review
• Three no-shows = account suspension
• Must resolve outstanding balance
• May not be allowed to return

Refund Processing

Timeline:

• Cancellation processed immediately
• Refund initiated within 24 hours
• Credit card refund: 5-10 business days
• Platform credit: Instant
• Check your bank's processing time

Refund Methods:

• Returns to original payment method
• Or platform credit (your choice)
• Cannot refund to different card
• Check with your bank if delayed

Platform Credit:

• Instant availability
• Never expires
• Use toward any future service
• Can be combined with cards
• Transferable on request

Special Circumstances

Repeat Customers:

• Long-term customers may get more flexibility
• History of reliability considered
• May waive occasional late fee
• Contact support to discuss

Pro's Discretion:

• Some Pros waive fees
• Especially for good customers
• Build relationship with regular Pro
• Communication is key

Disputes:

• Disagree with fee?
• Contact support within 48 hours
• Explain circumstances
• Provide any evidence
• Fair review process

Contact Us

Questions About Cancellation?

• Email: support@royalpalmservices.com
• Phone: (561) 555-0123
• Live chat in app
• FAQ section

Before Canceling:

• Consider rescheduling
• Message your Pro
• Check for alternatives
• Review policy

We understand plans change - just give us as much notice as possible!