Cancellation policy

Introduction

This Cancellation Policy explains how cancellations, rescheduling, and no-shows are handled for bookings made through the Platform operated by Veyzo LLC (“Veyzo LLC,” “we,” “us,” or “our”). By placing a booking through the Platform, you agree to this Cancellation Policy, which forms part of the Terms of Use of Veyzo LLC.

Definitions

• “Booking” means a service request submitted by a Consumer through the Platform.
• “Consumer” means a customer who requests or books services through the Platform.
• “CrewPro” means an independent contractor who accepts a Booking through the Platform.
• “Scheduled Appointment Time” means the confirmed date and time accepted by a CrewPro.
• “Cancellation Window” means the twelve (12) hour period before the Scheduled Appointment Time.
• “Base Price” means the customer-facing price quoted for the Booking at the time of booking, before any tip and before any charge for approved additional time.

1. the Cancellation Fee

Where this Policy provides that a cancellation fee may be charged, that fee is:

The exact dollar amount that would apply to your Booking is displayed:

• on the booking screen, before you confirm your booking; and
• on the cancellation screen, before you confirm a cancellation.

The cancellation fee is paid in full to the CrewPro who had accepted the Booking. Veyzo LLC retains no portion of a cancellation fee. The fee compensates the CrewPro for time they reserved and can no longer fill.

Veyzo LLC may change this formula at any time. A change applies only to Bookings made after the revised Policy is posted. The fee disclosed to you at the time of your Booking is the fee that applies to that Booking.

2. Consumer Cancellations

2.1 Free Cancellations (Outside 12 Hours)

Consumers may cancel a Booking more than twelve (12) hours before the Scheduled Appointment Time at no charge.

2.2 Late Cancellations (Within 12 Hours)

If a Consumer cancels a Booking within twelve (12) hours of the Scheduled Appointment Time, the cancellation fee described in Section 1 will be charged.

2.3 No-Show by Consumer

A Consumer will be considered a no-show if:

• The CrewPro arrives at the location and is unable to access the property; or
• The Consumer does not respond to reasonable contact attempts for at least fifteen (15) minutes after the Scheduled Appointment Time.

In a no-show situation, the Consumer will be charged the cancellation fee described in Section 1. Veyzo LLC does not guarantee that a CrewPro will wait longer than fifteen (15) minutes past the Scheduled Appointment Time.

3. CrewPro Cancellations

3.1 CrewPro-Initiated Cancellations

CrewPros are independent contractors and are responsible for managing their own schedules. If a CrewPro cancels a Booking, the Consumer will not be charged a cancellation fee for that cancellation. Veyzo LLC may attempt, but does not guarantee, to assist in finding another CrewPro to accept the Booking.

3.2 CrewPro No-Show

If a CrewPro repeatedly cancels or fails to appear for confirmed Bookings, Veyzo LLC may take administrative actions, which may include account flags, temporary suspension, or permanent removal of the CrewPro from the Platform. These actions are administrative only and do not create an employment relationship between Veyzo LLC and any CrewPro.

Veyzo LLC is not responsible for any losses, costs, or damages a Consumer may experience as a result of a CrewPro’s late arrival, cancellation, or no-show.

4. Rescheduling

4.1 Consumer-Initiated Rescheduling

A Consumer may request to reschedule a confirmed Booking. Rescheduling a Booking within twelve (12) hours of the Scheduled Appointment Time is treated the same as a late cancellation and will result in a fee equal to the cancellation fee described in Section 1. Rescheduling more than twelve (12) hours before the Scheduled Appointment Time is permitted without a rescheduling fee, subject to CrewPro availability.

4.2 CrewPro-Initiated Rescheduling

If a CrewPro requests to reschedule, the Consumer may choose to accept the new time or decline and cancel the Booking at no charge. Veyzo LLC does not guarantee that an alternative CrewPro or time will be available.

5. Weather, Safety, or Access Issues

Veyzo LLC or a CrewPro may cancel, reschedule, or pause a Booking without charging a cancellation fee if:

• Weather conditions create an unsafe environment for the Services;
• The worksite or environment is unsafe or violates our Safety Standards;
• The work requested is a Prohibited Service under our Safety Standards;
• The required tools or materials are not available as described; or
• Other conditions exist that make it unreasonable or unsafe to perform the Services.

In these situations, Consumers will not be charged a cancellation fee by Veyzo LLC, and any authorization hold placed on the Consumer’s payment method will be released. Veyzo LLC does not guarantee that Services can or will be rescheduled.

A CrewPro who declines or discontinues work for one of the reasons above is not treated as having cancelled for purposes of Section 3.2, and declining such work does not affect the CrewPro’s standing on the Platform.

6. Billing and Payment of Cancellation Fees

If a cancellation fee is applicable under this Policy, it will be charged to the payment method associated with the Consumer’s account.

At the time of Booking, that payment method is saved. Veyzo places an authorization hold on it for the estimated total of the Booking approximately 24 hours before the scheduled start time, or at the time of Booking if the Services are scheduled to start within 24 hours. Where a cancellation fee applies, Veyzo will capture only the amount of the cancellation fee and will release the balance of the hold. Where no cancellation fee applies, any hold that has been placed is released in full. Release timing is controlled by your bank and commonly takes three to seven business days.