Refund & Cancellation Policy for Providers

1. Introduction

This policy explains what happens to a customer’s payment when a booking is declined, cancelled or rescheduled, for service providers using Mozome. Customers’ card payments are paid into your own Stripe account, so refunds are also taken from it.

2. If you decline or cancel

If you decline a booking, or cancel one you have accepted, the customer receives a full refund of everything they paid by card, whenever you cancel.

A cancellation less than 2 hours before the start time counts on your record as a no-show.

If you do not arrive, the customer can report it in the app from 30 minutes after the start time until 24 hours after it. You have 24 hours to answer: if you agree, or do not answer, the customer receives a full refund, including Mozome’s booking fee, taken from your Stripe balance. If you were there, say so in the app and Mozome reviews it.

If the customer is not there, you can report it in the app from 30 minutes after the start time until 24 hours after it. If they agree, or do not answer within 24 hours, the booking is cancelled as a no-show: you keep your share of what they paid, and they are charged nothing more. If they say they were there, Mozome reviews it.

The location your device shares when you start a job, or report a no-show, is kept as evidence for these reports. Without it, Mozome reviews the report before anything happens.

Two no-shows within 90 days lead to a warning and a review by Mozome. Repeated cancellations or no-shows may lead to your account being restricted, suspended or removed from Mozome.

3. If you do not respond

Answer each booking request by the time shown on it: 24 hours after it reaches you, or 2 hours before the job if that is sooner. A short-notice request gives you at least 30 minutes, unless the job starts sooner, and a request with no date gives you 48 hours.

If you have not accepted or declined it by then, it is cancelled automatically and the customer receives a full refund.

4. If the customer cancels

The customer’s refund depends on how long before the start time they cancel:

• 24 hours or more: 100%
• 12 to 24 hours: 75%
• 6 to 12 hours: 50%
• 2 to 6 hours: 25%
• Less than 2 hours: no refund

You keep your price for the part that is not refunded. Mozome keeps its booking fee on that part; the customer paid that fee, so it does not come out of your price.

5. How refunds are paid

• Refunds go back to the customer’s card and are taken from your Stripe balance.
• Mozome returns its booking fee in the same proportion as the refund.
• Stripe does not return its processing fee on the original payment when a payment is refunded.
• Cash a customer pays you directly does not go through Mozome, so Mozome does not refund it.

6. Rescheduling

Only the customer can move a booking to a new time in the app. If you need a different time, message the customer in the app. If you cannot agree on a time, you can cancel, and the customer then receives a full refund.

7. Exceptional circumstances

If something outside your control, such as a medical emergency or a natural disaster, means you cannot attend, tell the customer and contact Mozome support as soon as possible. Mozome takes this into account when reviewing cancellations.

8. Disputes

If you disagree with a cancellation or refund, contact Mozome support and we will review it.

9. Changes to this policy

Mozome may update this policy. Changes will be communicated by email and posted on the Mozome website.