Draft — requires legal review before launch.

• Before work starts, either the customer or the worker may cancel a booking with a reason.
• Any late-cancellation fee is shown at booking confirmation.
• If a booking paid online is cancelled, a refund request is raised automatically and, after review by the finance team, refunded to the original payment method.
• Refunds of cash/direct payments are settled between the parties; the support team mediates disputes.