• If the service provider cancels a confirmed booking but then accepts it again within 15 minutes before another service provider accepts.

• If the service provider cancels a confirmed booking more than 24 hours before the scheduled booking start time.

• If the service provider cancels a confirmed booking between 24–5 hours before the scheduled booking start time.

• If a confirmed booking is cancelled by the service provider less than 5hours before the scheduled booking start time, or because of a service provider no-show.
• If a service provider is more than 20 minutes late, the customer has the right to cancel the booking if they choose to. This will be considered a no-show by the service provider and will result in a cancellation fee of 100% of the total platform licence fee for the service provider.

If a service provider cancels a confirmed group booking (including couples massage bookings), resulting in the cancellation of the entire booking, the following charges are deducted from their account balance:

• The payout amount for other service providers (or providers) to compensate for the loss of their income
• The MMW platform fee for all jobs to cover MMW’s administrative costs

• 25% charge deducted from the service provider’s account balance.

• 50% charge deducted from the service provider’s account balance.

• 100% charge deducted from the service provider’s account balance.

If you cancel for this reason:

• You will be charged a fee
• You may lose access to specialised tasks

If you cancel for this reason

• You will be charged a fee
• You may lose access to specialised tasks

Service providers should wait up to 20 minutes after the scheduled start time for the client to arrive

• If the client arrives within this 20-minute grace period, the service provider is only obligated to work until the originally scheduled end time, though they may opt to extend the session at their discretion.

If the client has not arrived after 20 minutes, they are deemed a ‘no- show,’ and the service provider is entitled to full payment for the session

• If you cancel due to a no-show you will receive the full payment.

This option is only accessible if the client’s payment remains pending after being accepted and confirmed by a service provider. If a client’s payment for a task fails, they are promptly notified and given a timeframe within the app to resolve the payment issue. If the payment is not settled within the allotted time, the task is automatically cancelled. Service providers do not receive payment for confirmed tasks cancelled within the booking window due to unsettled payments

• If you cancel for payment pending you will not be charged a fee.

This option is only accessible when there are multiple service providers assigned to a task, and the other service providers have not yet been confirmed. If you cancel for this reason:

• You will not be charged a fee.

If a service provider cancels a confirmed collaborative task, the cancelling service provider is responsible for covering the entire cost of the task, including:

• The full MMW platform fee.
• The service fees of the other service providers involved in the task.

During booking, clients must disclose any health issues or concerns. If a client fails to disclose these and you need to cancel the task for this reason

• You will not be charged a fee.

When cancelling a task in the MMW Pro app due to undisclosed client health issues, please select ‘Client health issues’ for our review and communication with the client.
However, if the client did disclose their health issues during booking, and you accepted the request but later decided to cancel

• You will not be charged a fee.

If your reason for cancellation does not align with any of the predefined categories (such as illness, change of plans, or personal reasons), you can choose “Miscellaneous”. To avoid cancellation fees, reach out to your client and propose rescheduling the booking. If they decline to reschedule or if you opt to cancel:

• You will be subject to a cancellation fee.