Cancellation & Refund Policy

Effective Date: January 19, 2026

This Cancellation & Refund Policy applies to all bookings made through Urbance. By booking a service, you agree to these terms.

1. Customer Cancellations

1.1 Cancellation Windows

You may cancel or reschedule your booking according to the following timelines:

• More than 24 hours before service: Full refund or free rebooking with no penalty.
• 12-24 hours before service: 50% cancellation fee applied; remaining balance refunded or credited.
• Less than 12 hours before service: 75% cancellation fee; 25% refunded or credited.
• No-show (failure to provide access or be present): No refund. Full service fee charged.

1.2 How to Cancel

To cancel or reschedule your booking:

1. Log in to your Urbance account and navigate to your booking.
2. Select "Cancel" or "Reschedule" and follow the prompts.
3. Alternatively, contact support@urbance.com or use our chat/call feature with your booking ID.

Cancellations are timestamped based on when we receive your request, not when the professional is notified.

1.3 Emergency Cancellations

In cases of documented emergencies (medical, family, natural disaster), we may waive cancellation fees at our discretion. Contact support immediately with details.

2. Professional Cancellations

2.1 Professional-Initiated Cancellations

If a professional cancels your booking:

• You will receive immediate notification via email and in-platform alert.
• You will receive a full refund to your original payment method.
• We will offer rebooking assistance to match you with another professional at the same or better price.
• If rebooking is not possible or you decline, your refund is processed immediately.

2.2 Professional No-Show or Late Arrival

If a professional does not arrive within 30 minutes of the scheduled start time without communication:

• Contact support immediately. We will attempt to reach the professional.
• If the professional cannot be reached or provides no valid reason, the booking is automatically canceled with a full refund.
• You may receive a service credit or discount on your next booking as an apology for the inconvenience.

3. Refund Processing

3.1 Refund Timeline

• Credit/Debit Card: Refunds are processed within 5-7 business days. Your bank may take an additional 3-5 days to post the refund.
• Urbance Credit: Account credits are applied instantly and can be used on future bookings.

3.2 Partial Refunds

In certain situations, partial refunds may apply:

• Service partially completed but issues arise (refund for incomplete portion).
• Late cancellation with penalty (refund minus cancellation fee).
• Rework required but customer declines (case-by-case basis).

3.3 Non-Refundable Fees

The following are non-refundable:

• Service fees: Urbance platform fees are non-refundable unless the professional cancels.
• Materials purchased: If materials were purchased specifically for your job and cannot be returned, these costs are non-refundable.
• Completed work: Services that have been completed to scope are non-refundable unless there is a documented quality issue.

4. Disputes & Service Issues

4.1 Reporting Service Problems

If you're unsatisfied with the service quality, you must report issues within 24 hours of service completion. Include:

• Booking ID
• Description of the issue
• Photos or videos (if applicable)
• Desired resolution (rework, partial refund, full refund)

4.2 Resolution Process

1. Investigation: We review your complaint, contact the professional, and gather evidence.
2. Resolution Options:
   • Rework: Professional returns to fix the issue at no additional cost.
   • Partial Refund: If rework is not possible, we refund a portion of the service cost.
   • Full Refund: In cases of major failure or professional misconduct.
   • Service Credit: Credit toward a future booking with a different professional.
3. Timeline: Most disputes are resolved within 3-5 business days.

4.3 Rework Policy

If service quality does not meet standards, the professional must offer one rework opportunity at no charge. If rework is not satisfactory or the professional refuses, a refund or credit will be issued.

5. Weather & Force Majeure

Services may be canceled or rescheduled due to extreme weather, natural disasters, or other unforeseeable events. In such cases:

• Full refund or free rebooking with no penalty for either party.
• Urbance will notify all affected customers and professionals as soon as possible.

6. Changes to Service Scope

6.1 Customer-Requested Changes

If you request changes to the service scope after booking:

• Before service starts: Contact the professional through Urbance messaging. Scope changes may result in price adjustments.
• During service: Additional work discovered on-site must be approved and priced before proceeding. You are not obligated to approve additional work.

6.2 Professional-Identified Additional Work

If a professional identifies additional work needed (e.g., hidden issues, safety concerns):

• The professional must provide a clear explanation and separate quote for the additional work.
• You may approve, decline, or reschedule to get a second opinion.
• If you decline additional work, the professional completes only the originally scoped service.
• No refunds apply if you decline necessary additional work that was outside the original scope.

7. Chargebacks

If you initiate a chargeback with your bank without first contacting Urbance support:

• Your account may be suspended pending investigation.
• We will provide documentation of the service and booking to your bank.
• If the chargeback is found to be unjustified, your account may be permanently banned.

We strongly encourage contacting Urbance support first to resolve any billing or service issues before filing a chargeback.

8. Subscription & Recurring Services

For customers with recurring service plans (e.g., weekly cleaning):

• You may cancel individual appointments following the standard cancellation windows above.
• To cancel your entire recurring plan, provide at least 7 days' notice.
• Partial-month subscriptions are not refunded; cancellations take effect at the end of the current billing cycle.

9. Contact & Questions

For cancellation requests, refund inquiries, or dispute resolution, contact us:

• 📧 Email: support@urbance.com
• 💬 Chat: Use the Urbie chat widget on our website
• 📞 Call: Use the Urbie call feature on our website

10. Policy Updates

Urbance reserves the right to update this Cancellation & Refund Policy at any time. Changes will be posted on this page with an updated "Effective Date." Continued use of Urbance services after changes constitutes acceptance of the updated policy.

This policy is designed to be fair to both customers and professionals. If you have feedback or concerns, please contact us at support@urbance.com.