Cancellation Policy

1. Overview

At GoEase, we understand that plans can change. We aim to offer a flexible, fair, and transparent cancellation experience. Because we connect you with independent service professionals who plan their schedules around your bookings, cancellation parameters may depend on the specific category of service, provider commitments, booking status, and scheduled service time.

2. Cancelling a Booking

Customers can initiate a cancellation request for any scheduled service directly through the GoEase dashboard or mobile application. In cases where the booking is cancelled early enough, cancellation is processed immediately at no charge. For later cancellations, visual instructions or options will be shown inside the app before confirmation.

3. How to Cancel

To cancel a booking:

1. Log in to your GoEase customer account.
2. Navigate to "My Bookings" from the menu.
3. Find the specific booking you wish to cancel and click "View Details".
4. Click "Cancel Booking" and follow the on-screen instructions. You will see details of any applicable terms or refund status before finalizing.

4. Cancellation Before Service Confirmation

If you cancel a booking request before a Service Provider has accepted and confirmed the booking, no cancellation fees will apply. The booking request will be terminated immediately, and any pre-authorized payments will be released.

5. Cancellation After Confirmation

Once a booking is confirmed by an assigned Service Provider, it represents a scheduled commitment. We encourage you to make cancellations as early as possible. If cancelled well in advance of the scheduled service window, cancellation is generally free of charge. For details on your specific booking, refer to the booking confirmation screen.

6. Last-Minute Cancellations

Cancellations requested shortly before the scheduled start time (e.g., within a few hours or after the Service Provider has already traveled to the service address) may be subject to a partial fee. This charge is designed to compensate the independent professional for their travel time, fuel expense, and reserved slot.

7. Service Provider Cancellations

Very rarely, a Service Provider may need to cancel a booking due to illness, vehicle issues, or unexpected emergencies. In these situations, GoEase will immediately notify you and offer to match you with another highly-rated Service Provider. If no match is available or if you choose not to proceed, a full refund of any paid amounts will be processed.

8. Rescheduling Instead of Cancelling

Instead of cancelling a service entirely, you can choose to reschedule to a later date or time. Rescheduling requests made in advance are free of charge. For rescheduling requested close to the service window, acceptance depends on the availability of the Service Provider, and flexible rescheduling details will be shown in the app.

9. Cancellation Charges

We believe in transparency. Any applicable cancellation charges, if applicable, will be clearly communicated before confirmation. These charges are dynamically determined based on the proximity to the service hour, preparation efforts, or service category, and are never hidden.

10. Exceptions

Exceptions to our cancellation fees are granted in cases of documented emergencies, safety hazards, severe weather, or force majeure events. If you need to cancel due to extraordinary circumstances, please contact our support team to explain the situation.

11. Contact Support

For any assistance with cancellations, questions about scheduled fees, or troubleshooting booking changes, our customer care team is here to support you.