Refund & Cancellation Policy

Cancellation Policy

Customers may request cancellation of a paid service booking subject to the following conditions:

• Cancellation 24 hours or more before the scheduled service: Eligible customers may receive a full refund of the amount paid.
• Cancellation less than 24 hours before the scheduled service: A cancellation charge may apply depending on the service and booking conditions. The remaining eligible amount, if any, will be refunded.
• Cancellation after the scheduled service time: Refunds may not be available if the customer is unavailable or fails to attend the scheduled service without prior notice.

Service Provider Cancellation

If a service provider cancels a confirmed booking and the service cannot be rescheduled or a suitable replacement is not available, the customer will be eligible for a full refund of the amount paid for that booking.

Where possible, OurHub Services may offer the customer an alternative service provider or a rescheduled appointment instead of a refund, subject to the customer's agreement.

Service Unavailable

If a booked service cannot be delivered due to circumstances attributable to OurHub Services or the assigned service provider, the customer may be offered a rescheduled service, replacement provider, or a full refund where the service cannot be fulfilled.

Incorrect or Duplicate Payment

If a customer is charged incorrectly or a duplicate payment is successfully processed due to a technical or payment processing issue, the excess or incorrect amount will be reviewed and, where verified, refunded to the original payment method.

Non-Refundable Situations

• The customer provides incorrect or incomplete booking details that prevent successful service delivery.
• The customer is unavailable at the confirmed service time or location without providing prior notice.
• The customer cancels the booking less than 24 hours before the scheduled service and the applicable cancellation conditions do not allow a full refund.
• The service has already been successfully completed.
• A refund is specifically excluded under the terms applicable to the particular service or booking.

Refund Eligibility

Refund eligibility is determined based on the booking details, cancellation time, service status, reason for cancellation, and the applicable service terms. If a service has specific cancellation or refund conditions, those conditions will be displayed to the customer before or during the booking process.

Refund Process

Customers requesting a refund should contact our support team with their booking details and payment information. Refund requests will be reviewed and verified before approval.

Once a refund is approved, the eligible amount will be initiated to the original payment method used for the transaction.

Refund Timeline

Approved refunds are generally initiated within 5–10 business days. The actual time taken for the amount to reflect in the customer's account may vary depending on the payment gateway, bank, card issuer, or other financial institution.

Need Help?

If you have any questions regarding cancellation or refunds, or believe you are eligible for a refund, please contact our support team with your booking details.