1. Customer Cancellations

Customers may cancel any booking through the WaslaCare app or website. Refund amounts are determined by the time of cancellation relative to the scheduled service time, as shown above. Refunds are processed to the original payment method within 5-7 business days.

2. Provider Cancellations

If a service provider cancels a confirmed booking, the customer receives a full refund regardless of timing. Providers who cancel frequently (more than 3 cancellations per month) may face account penalties including reduced visibility, temporary suspension, or account termination.

3. No-Show Policy

If a provider fails to arrive within 30 minutes of the scheduled time without prior communication, the booking is considered a no-show. The customer receives a full refund plus a SAR 50 service credit. The provider's no-show rate is tracked and may affect their account standing.

4. Rescheduling

Customers may reschedule bookings at no additional cost if done 12+ hours before the scheduled time. Rescheduling within 12 hours is treated as a cancellation followed by a new booking. Providers may propose alternative times which customers can accept or decline.

5. Emergency Services

Emergency service bookings (marked as "Urgent") have a modified cancellation window of 2 hours for full refund. Emergency bookings cancelled within 2 hours receive a 50% refund. The emergency surcharge (if applicable) is non-refundable once a provider has been dispatched.

6. Disputes

If you believe a cancellation refund was incorrectly processed, you may file a dispute through the Support section within 14 days. Our dispute resolution team will review the case and respond within 3 business days. WaslaCare's decision on disputes is final.