Cancellation by Clients
If a Client cancels a service more than 24 hours before the scheduled start, no penalty typically applies, unless otherwise stated in custom booking terms. However, cancellations made within 24 hours may incur a full service charge, up to $150, reflecting the short notice that often leaves the Professional unable to rebook that slot. Should the service have been rescheduled previously within that 24-hour window and canceled afterward, the same fee is applied. Exceptions might exist for urgent personal emergencies; contact support with documentation if needed.
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Cancellation by Professionals
Professionals are expected to honor their commitments. If a Professional initiates cancellation (for instance, due to unforeseen circumstances), the Client will not be charged any cancellation fee. The Client can then either rebook with another Professional or request a full refund. Repeated or last-minute cancellations by Professionals may lead to performance score penalties or account actions.
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Rescheduling
If a Client or Professional wants to reschedule within 24 hours of the original booking time, the other party must explicitly agree. Otherwise, a short-notice cancellation fee may apply. If the initial time truly “no longer works” for the Client and no mutual reschedule is possible, the standard short-notice cancellation fee stands.
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Refund Requests
In certain situations, such as a no-show by the Professional or dissatisfaction with the service, Clients may request a refund by contacting support. Our resolution team reviews evidence—like chat records, photos, or partial completion details—to decide if a partial or full refund is warranted. For property damage claims, refer to SafeStay Assurance.
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Case Review
UrbanMount support can re-examine disputes involving unusual circumstances. We weigh both user histories, the number of prior cancellations, and any verifiable reasons. Our decision is final, but you may escalate unresolved issues to arbitration if permitted by the Terms of Use.