MMW – Customer Cancelation Policy
Understanding the potential for schedule changes, MMW offers flexibility based on the stage of your booking. This policy ensures fair compensation for service providers, covering their associated costs in case of any alterations or cancellations.
Pending Bookings
Pending bookings are requests awaiting confirmation from a service provider.
• No charges are incurred for pending booking requests until they are confirmed by a service provider.
• You can reschedule or cancel pending booking requests at any time without penalties.
Failed or Declined Payments
Failure to settle payment within the specified time frame will result in automatic cancellation to allow the service provider to accommodate other customers, no charges are incurred.
Confirmed Bookings
Confirmed bookings are those accepted by a service provider.
• Payment is processed upon confirmation.
• To modify a confirmed booking, simply submit a request through MMW web/mobile app.
• If changes to booking details occur after confirmation, the service provider reserves the right to decline changes, potentially incurring cancellation fees.
Service Provider Cancellations After a booking is confirmed, if a service provider cancels or unforeseen circumstances arise:
• MMW will attempt to find a replacement service provider.
• If MMW cannot secure a replacement, a full refund will be provided to the customer.
Fees and Refunds
Cancellation fees:
If a customer cancels:
• 5% Processing Fee: If cancelled after confirmation, a 5% processing fee applies. This fee is non-refundable.
• 50% of the total service fee if cancelled post-confirmation between 24 and 5 hours before the scheduled start time.
• 100% of the total service fee if cancelled post-confirmation less than 5 hours before the scheduled start time or under specific conditions outlined below.
Refunds
Refunds usually take 3-5 business days to process. Partial refunds involving coupons or store credit will be converted accordingly.
Group Bookings
Group bookings, such as corporate events or gatherings of 4 or more individuals, will be subject to a platform fee if cancelled after confirmation by the service provider. The fee structure aims to balance flexibility for customers with fair compensation for the provider’s time and resources:
• 5% of the total booking value for cancellations made between 3 and 5 days before the scheduled start time.
• 10% of the total booking value between 48 – 72 hours before the scheduled start time.
• 50% of the total booking value between 24 – 48 hours before the scheduled start time.
• 100% of the total service fee and platform fee if cancelled within 24 hours of the scheduled start time.
Service Provider No-show
If the service provider fails to arrive or is delayed by more than 20 minutes, the customer is entitled to cancel the appointment without any charges and receive a complete refund.
Customer Unavailability or No-show
If the customer is unavailable, unprepared, or exceeds a 20-minute delay, the service provider reserves the right to cancel the appointment, resulting in applicable cancellation fees.
Contraindications
Please provide details of any existing conditions in the” Medical History” and “Notes to the therapist” section during booking. Failure to disclose relevant health information may result in a 100% cancellation fee.
Illness or Other Situations:
If the customer is experiencing illness or any other unforeseen circumstances, we encourage using the in-app messaging feature to discuss rescheduling options. In the event that the service provider does not accommodate or decline the request for rescheduling due to illness or other unforeseen situations, a cancellation fee may be applied.
