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MMW - Customer Cancellation Policy FAQ

FAQ for MMW - Customer Cancellation Policy

1. What happens if I cancel a booking request that is still pending?

Pending booking requests can be canceled or rescheduled at any time without incurring any charges, as they have not yet been confirmed by a service provider.

2. Will I be charged if my payment fails or is declined?

No charges are incurred if your payment fails or is declined. The booking will be automatically canceled to allow the service provider to accept other customers.

3. When is my payment processed?

Payment is processed when a service provider confirms your booking.

4. How can I modify a confirmed booking?

You can submit a modification request through the MMW web or mobile app. Please note that service providers may decline changes after confirmation, and cancellation fees may apply.

5. What if the service provider cancels my booking after it’s confirmed?

MMW will try to find a replacement service provider. If a replacement cannot be secured, you will receive a full refund.

6. What are the cancellation fees for individual bookings?

  • 5% processing fee if canceled after confirmation.
  • 50% of the total service fee if canceled between 24 and 5 hours before the scheduled start time.
  • 100% of the total service fee if canceled less than 5 hours before the scheduled start time.

7. How are refunds processed, and how long do they take?

Refunds usually take 3-5 business days to process. Partial refunds involving coupons or store credit will be converted accordingly.

8. What is the cancellation policy for group bookings?

  • 5% of the total booking value for cancellations made 3-5 days before the scheduled start time.
  • 10% of the total booking value for cancellations made 48-72 hours before the scheduled start time.
  • 50% of the total booking value for cancellations made 24-48 hours before the scheduled start time.
  • 100% of the total service fee and platform fee if canceled within 24 hours of the scheduled start time.

9. What happens if the service provider is late or doesn’t show up?

If the service provider is delayed by more than 20 minutes or fails to arrive, you can cancel the appointment without any charges and receive a full refund.

10. What if I am unavailable or late for my appointment?

If you are unavailable, unprepared, or delayed by more than 20 minutes, the service provider may cancel the appointment, and cancellation fees will apply.

11. What should I do if I have existing medical conditions?

Please provide details of any existing conditions in the "Medical History" and "Notes to the therapist" sections during booking. Failure to disclose relevant health information may result in a 100% cancellation fee.

12. Can I cancel or reschedule due to illness or unforeseen situations?

If you are experiencing illness or other unforeseen circumstances, use the in-app messaging feature to discuss rescheduling options. If the service provider declines the rescheduling request, a cancellation fee may be applied.