Refund & Cancellation Policy

1. Introduction

This policy explains what happens when a booking is cancelled or rescheduled, and how refunds are paid, for customers using Mozome.

2. If you cancel

The amount refunded from what you paid by card depends on how long before the scheduled start time you 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

The app shows your refund before you confirm the cancellation.

Repeated cancellations may lead to reduced priority for future bookings or a temporary suspension of your account.

3. If the provider or Mozome cancels

If the provider cancels, or Mozome cancels, you receive a full refund of everything you paid by card, whenever the cancellation happens.

Mozome cancels a booking request the provider has not answered in time. The provider must answer by the time shown on your booking: 24 hours after it reaches them, or 2 hours before the job if that is sooner.

4. How refunds are paid

Refunds go back to the card you paid with. A refund is the same share of every card payment for the booking, including Mozome’s booking fee: a 50% refund returns half of what you paid by card, booking fee included.

Most banks show a card refund within 5–10 business days. A refund is paid from the provider’s Stripe balance; if that balance is too low, the refund stays pending until it can be paid.

Cash you pay directly to the provider does not go through Mozome, so Mozome cannot refund it. If you have a problem with a cash payment, contact Mozome support and we will review it.

5. Rescheduling

You can reschedule in the app to a time the provider has available that is at least 6 hours away. There is no charge for rescheduling.

If you cannot find a time that suits you, you can cancel instead, and section 2 applies.

6. If you or the provider are not there

If the provider arrives and you are not there, they can report it in the app from 30 minutes after the start time until 24 hours after it. You are told straight away, and you have 24 hours to answer in the app.

If you agree, or do not answer within 24 hours, the booking is cancelled as a no-show: what you paid is not refunded, Mozome keeps its booking fee, and nothing more is charged.

If your provider has not arrived 30 minutes after the start time, you can report it in the app until 24 hours after the start time. If they agree, or do not answer within 24 hours, you receive a full refund of everything you paid by card, including Mozome’s booking fee.

If the other side says this isn’t right, or the report cannot be checked (for example, no location was shared), Mozome reviews it, usually within 2 business days, and tells you both the decision. Nothing is charged or refunded until then.

Whoever reported can withdraw the report before it is decided, for example if the provider arrives late; the booking then goes ahead as booked.

Repeated no-shows may lead to a temporary suspension of your account.

7. Exceptional circumstances

If something outside your control, such as a medical emergency or a natural disaster, means you have to cancel, contact Mozome support as soon as possible. After review, Mozome may cancel the booking with a full refund.

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.