Cancellation and Rescheduling Policy

Different circumstances of cancellation and/or rescheduling, which may affect the Y-Cucumber colour rating.

• Within 24 hours after a booking was made by the client, the service provider can decline the booking without affecting the colour rating. (See Engagement feature)

• Within 2 hours after a booking was made provided the case if the booking was made before the confirmation period, the client can cancel the booking without affecting the colour rating.

• The Y-Cucumber platform encourages users to reschedule at the earliest convenient time to avoid possible penalties due to delayed response.

• If a cancellation is initiated before the confirmation was made, it is advised that every reasonable cancellation, whether before or after the confirmation period ends be done with the submission of proof of cancellation. In the case of cancellation before the confirmation is done, there is no need for the other party to verify if the cancellation is reasonable.

• Post confirmation if users initiate unreasonable cancellation, charges may apply (See Applicable charges)

• Post confirmation if users initiate reasonable cancellation, proof of verification should be submitted to avoid penalty. Refund or rescheduling would be up to the discretion of the users, in which under certain circumstances, charges may apply. (See Applicable charges)

• If a reasonable cancellation was initiated by the client, it is expected that the verification be done by the service provider within 24 hours. The choice of the client to reschedule the session or receive a refund will only be valid when the reasonable cancellation is verified. In the circumstances in which the cancellation is considered unreasonable, a penalty will apply according to the time that cancellation was made. However, in cases in which the service provider failed to verify the cancellation, the following are the possibilities of the result: 1. If the client submitted a cancellation with a rescheduled session but there was no verification on whether the cancellation is reasonable or not, the cancellation will be considered reasonable by default with a 90% fee refund to the client's wallet and a 10% admin charges. 2. If the client submitted a cancellation with a refund but there was no verification on whether the cancellation is reasonable or not, the cancellation will be considered reasonable by default with a 90% fee refund to the client's wallet and a 10% admin charges.

• If a reasonable cancellation was initiated by the service provider, it is expected that the verification be done by the client within 24 hours, although an instant fee refund will still be credited back to the client's wallet. However, in the case in which the client failed to verify the cancellation, the cancellation will be considered reasonable by default with a 90% fee refund to the client's wallet and a 10% admin charges.

• If users feel that the verification process of the cancellation was faulty or biased, an appeal can be made via Contact Us to be evaluated. If the aforementioned case can be justified to be verified as a reasonable cancellation, it will not be considered a commitment error.

• If both the service provider and the client are absent for a session post confirmation without justification, 100% of the session fee will be forfeited by the Y-Cucumber platform. (See Applicable Charges)

• The Y-Cucumber platform is not responsible in cases in which the request for refund is related to the terms and/or quality of service of a third party using the platform.