Cancellation & Rescheduling Policy

We know plans change. This policy explains how to cancel or reschedule a booking made through Propserv360, what notice we ask for, and when a cancellation charge may apply. It forms part of our Terms & Conditions — if anything here conflicts with those Terms, this policy applies to cancellations and rescheduling specifically.

1. How to cancel or reschedule

You can cancel or request to reschedule any upcoming booking directly from your customer dashboard — open the booking and choose "Reschedule" or "Cancel Booking". You can also email us at propserv360@gmail.com with your booking reference and we'll action it for you.

2. Notice periods

When you let us know	What happens
More than 48 hours before the appointment	Free cancellation or rescheduling — no charge.
24–48 hours before the appointment	A reduced cancellation charge may apply (typically up to 25% of the quoted price) to cover the Professional's reserved time.
Less than 24 hours' notice, or a "no access" on arrival	A higher cancellation/no-access charge may apply (typically up to 50% of the quoted price), reflecting the short notice given to the Professional.
Professional doesn't show up or cancels on us	No charge to you — we'll help you rebook at the next available slot, and any payment already taken will be refunded or credited in full.

Exact charges (where applicable) are shown at the time of booking and in your booking confirmation, and may vary by service type, scope and how much preparation the Professional has already put in (e.g. ordering materials).

3. Rescheduling

• You can request a new date/time for an upcoming booking at no charge, subject to the same notice periods above and the Professional's availability.
• If you reschedule with less than 24 hours' notice and the Professional cannot be reassigned to other work in that slot, a short-notice rescheduling charge similar to the late-cancellation charge above may apply.
• There's no limit on how many times you can reschedule, but repeated very-short-notice changes may affect availability of preferred time slots in future.

4. Refunds for cancelled bookings

Where you've already paid online and a cancellation charge applies, we'll refund the remaining balance to your original payment method or as Prop Coins (at your preference, where offered) within a reasonable time — usually 5–10 working days for card refunds, depending on your bank or card provider. Where no charge applies, you'll receive a full refund.

5. Recurring / subscription bookings

For regular (weekly, bi-weekly or monthly) service plans, you can cancel or pause future visits from your dashboard at any time; the notice periods above apply to the next scheduled visit. Cancelling a recurring plan does not retroactively charge or refund visits that have already taken place.

6. Access & preparation

Please make sure someone is available to give the Professional access at the agreed time, and that the work area is reasonably clear and ready. If the Professional cannot gain access or start the job through no fault of their own, this is treated as a late cancellation under section 2 above.

7. Emergencies and exceptional circumstances

We understand that emergencies happen. If you need to cancel or reschedule at short notice due to illness, a household emergency or similar circumstances beyond your control, please let us know as soon as you can at propserv360@gmail.com — we'll always look at these on a case-by-case basis and may waive a charge at our discretion.

8. Changes to this policy

We may update this policy from time to time to reflect how our service operates. The current version always applies to bookings made from the date shown above; we'll post the revised policy here with an updated "Last updated" date.

9. Contact us

Questions about a specific booking, cancellation or reschedule? Email propserv360@gmail.com with your booking reference and we'll help as quickly as we can.

See also our Terms & Conditions and Privacy Policy.