Refund & Cancellation Policy

1. Customer-Initiated Cancellations

A Customer may cancel a booking at any time before the Partner arrives at the service location or before the Partner starts the service, whichever is earlier. Cancellation fees shall apply as follows:

• Cancellation more than 60 minutes before the scheduled service time: No cancellation fee.
• Cancellation between 30-60 minutes before the scheduled service time: 25% of the estimated service charge as cancellation fee.
• Cancellation less than 30 minutes before the scheduled service time: 50% of the estimated service charge as cancellation fee.
• Cancellation after the Partner has arrived at the service location or after the service has commenced: 100% of the service charge applies, and no refund shall be issued.

The cancellation fee, where applicable, shall be deducted from the payment made by the Customer, and the remaining balance (if any) shall be refunded to the original payment method within 5-7 business days.

2. Partner-Initiated Cancellations

A Partner may cancel an accepted booking under the following circumstances:

• The Customer provides false or misleading information about the service required or the service location.
• The Customer behaves inappropriately or creates an unsafe environment.
• The Partner encounters unforeseen circumstances (e.g., vehicle breakdown, medical emergency) that prevent them from reaching the service location.
• The service request falls outside the Partner's area of expertise or the scope of services listed on their profile.

Partners who cancel bookings without valid reason may face penalties including reduced visibility on the Platform, suspension from accepting new bookings for a specified period, or account termination for repeated unjustified cancellations. If a Partner cancels a confirmed booking, the Customer shall not be charged any cancellation fee, and the Customer may rebook with another Partner.

3. Service Quality Issues and Refunds

If a Customer is dissatisfied with the quality of service provided, the Customer may raise a dispute through the App within 24 hours of service completion. Kaamio will review the dispute based on evidence provided by both parties, including photographs, chat logs, and service details. Based on the review, Kaamio may:

• Offer a partial refund (up to 50% of the service charge) if the service was partially completed or had minor deficiencies.
• Offer a full refund if the service was not performed at all, was fundamentally different from what was booked, or if there is evidence of serious professional misconduct by the Partner.
• Deny the refund if the complaint is unsubstantiated or inconsistent with the evidence available.

All refund decisions made by Kaamio shall be final and binding. Refunds, where approved, shall be processed to the original payment method within 7-10 business days.

4. No-Show Policy

If a Customer is not present at the specified service location at the scheduled time and has not communicated a delay through the App, the Partner shall wait for a reasonable period (15 minutes) before marking the booking as a Customer no-show. In the event of a no-show, the Customer shall be charged 100% of the service charge, and no refund shall be provided.

If a Partner fails to arrive at the scheduled time without prior communication, the Customer may cancel the booking without any cancellation fee, and Kaamio will make reasonable efforts to assign another Partner.