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Cancellation windows, fees, rescheduling options, and what happens when a booking is cancelled.
This Cancellation Policy ("Policy") sets out the terms governing cancellation of bookings made through the Kwiko platform ("Platform"). This Policy should be read together with our Terms & Conditions and Refund Policy. By making a booking on the Platform, you agree to be bound by this Policy.
2.1. Free Cancellation: You may cancel a confirmed booking free of charge if the cancellation is made more than 30 minutes before the scheduled service start time. A full refund will be processed in accordance with our Refund Policy.
2.2. Late Cancellation: If you cancel a booking within 30 minutes of the scheduled service start time, a cancellation fee of up to 20% of the total booking value may be charged. The remaining amount, after deducting the cancellation fee, will be refunded to you.
2.3. No-Show by Customer: If the Professional arrives at the service location and you are not present, not reachable, or do not provide access within 15 minutes of the scheduled time, the booking may be treated as a no-show. In such cases: (a) the full booking amount may be forfeited; (b) any out-of-pocket travel expenses incurred by the Professional may be charged; and (c) repeated no-shows may result in restrictions on your Account.
2.4. Cancellation After Service Commencement: Once the Professional has commenced the Pro Service, you may not cancel the booking. If you ask the Professional to stop mid-service, you will be charged for the portion of the service completed, and no refund will be issued for the remaining portion.
3.1. If a Professional cancels a confirmed booking, Kwiko will: (a) attempt to assign an alternative Professional for the same time slot, subject to availability; (b) offer you the option to reschedule to a different time; or (c) process a full refund if no alternative is available or acceptable to you.
3.2. You will not be charged any cancellation fee when a booking is cancelled by the Professional.
3.3. Professionals who repeatedly cancel confirmed bookings are subject to penalties and may be removed from the Platform.
4.1. Kwiko reserves the right to cancel a booking under the following circumstances: (a) no Professional is available to fulfil the booking; (b) there are safety or security concerns at the service location; (c) the booking appears to be fraudulent, duplicate, or made in violation of the Terms; (d) the Customer is not reachable for booking confirmation or coordination; (e) force majeure events prevent service delivery; or (f) for any other legitimate operational, legal, or regulatory reason.
4.2. In all cases where Kwiko cancels a booking, you will receive a full refund of any amount paid for that booking. No cancellation fee will be charged to you.
4.3. Kwiko will notify you of the cancellation via the app, SMS, email, or phone call as soon as reasonably practicable.
5.1. You may reschedule a confirmed booking to a different date or time slot, subject to Professional availability. Rescheduling is free of charge if done more than 30 minutes before the scheduled service time.
5.2. Rescheduling within 30 minutes of the scheduled time will be treated as a late cancellation followed by a new booking. The late cancellation fee may apply.
5.3. In cases where rescheduling is not possible due to Professional unavailability, you may choose to cancel the booking and receive a refund in accordance with this Policy and the Refund Policy.
5.4. The number of times a booking may be rescheduled may be limited at Kwiko's discretion to prevent misuse.
6.1. If you have purchased a subscription plan or service package, cancellation terms specific to that offering will apply as disclosed on the Platform at the time of purchase.
6.2. Subscription plans may be cancelled at any time. Upon cancellation: (a) you will continue to receive services until the end of the current billing period; (b) no refund will be issued for the current billing period; and (c) future billing will cease.
6.3. Service packages with multiple bookings may be partially refundable based on the number of unused bookings remaining, subject to deduction of any applicable fees or discounts availed.
6.4. Promotional or discounted subscriptions may have different cancellation terms, which will be clearly stated at the time of purchase.
The following cancellation fees apply to standard one-time bookings:
— Cancellation more than 30 minutes before service: No fee (full refund) — Cancellation 15 to 30 minutes before service: Up to 10% of booking value — Cancellation less than 15 minutes before service: Up to 20% of booking value — No-show: Up to 100% of booking value
The Company reserves the right to waive cancellation fees at its sole discretion, including for first-time cancellations, technical issues, or extenuating circumstances.
8.1. Through the App: Open the Kwiko app, go to "My Bookings", select the booking you wish to cancel, and tap "Cancel Booking." Follow the on-screen instructions to confirm the cancellation.
8.2. Through Customer Support: You may contact our support team at support@kwiko.app or via in-app chat to request a cancellation. Please provide your booking ID.
8.3. You will receive a cancellation confirmation via the app, SMS, or email. If a refund is applicable, the refund reference number will be included in the confirmation.
9.1. If you believe a cancellation fee was charged incorrectly, you may raise a dispute by contacting support@kwiko.app with your booking ID and details of the concern.
9.2. Disputes will be reviewed and resolved within 3 business days.
9.3. If you are not satisfied with the resolution, you may escalate to our Grievance Officer at support@kwiko.app.
The Company reserves the right to modify this Cancellation Policy at any time. Changes will be effective upon publication on the Platform. Your continued use of the Platform after any changes constitutes acceptance of the updated Policy. We recommend reviewing this Policy periodically.
Need help? Contact us at support@kwiko.app
Also see: Refund Policy · Terms & Conditions