Cancellation Policy

1. Introduction

This Cancellation Policy (“Policy”) outlines the terms governing booking cancellations on the Fixydo platform. By using Fixydo services, all Users (Customers and Service Providers) agree to abide by these terms. This Policy works in conjunction with our Terms of Service and Privacy Policy.

2. Definitions

“Platform”: Fixydo digital marketplace connecting customers with service providers
“Customer”: Individual or entity requesting services through the Platform
“Service Provider”: Verified professional offering services through the Platform
“Booking Confirmation Time”: The timestamp when both parties accept a booking request
“Premium Subscription Slot”: Enhanced visibility package purchased by Service Providers
“Reliability Rating”: Algorithmic score reflecting User’s commitment history

3. Customer Cancellation Framework

3.1 Standard Cancellation Windows

Grace Period (0-12 hours post-confirmation): Cancellations within this window incur no penalties and do not affect User metrics.
Post-Grace Period (12+ hours post-confirmation): Cancellations after this window impact Customer’s Reliability Rating and may incur service-specific penalties determined by individual Providers.

3.2 Repeat Cancellation Management

To maintain platform integrity and reliability:

Tier 1 Monitoring: Customers with 3-4 cancellations within 90 days receive platform notifications and reliability adjustments
Tier 2 Restriction: Customers reaching 5 cancellations within 90 days face temporary booking restrictions
Tier 3 Review: Customers exceeding 5 cancellations within 90 days undergo account review, potentially resulting in temporary or permanent suspension

4. Service Provider Cancellation Framework

4.1 Professional Cancellation Protocol

Service Providers are expected to maintain professional commitment standards:

First Instance: Cancellation noted with reliability impact
Second Instance (30-day period): Platform notification and temporary search ranking adjustment
Third Instance (30-day period): Triggers penalty assessment

4.2 Cancellation Penalty Structure

Upon reaching 3 cancellations within a 30-day period:

Financial Penalty: AED 1,200 administrative fee
Service Suspension: 30-day profile deactivation
Reactivation Requirements: Full penalty payment and compliance confirmation
Post-Reactivation: 90-day probation period with enhanced monitoring

5. Premium Subscription Management

5.1 Subscription Cancellation by Provider

Voluntary Termination: Providers may cancel Premium Subscription at any time
Forfeiture Clause: Upon cancellation, all remaining Premium days are immediately forfeited
Non-Restoration: Cancelled Premium days cannot be restored, transferred, or credited
Re-subscription: Available immediately at current market rates

5.2 Refund Eligibility Window

12-Hour Cooling Period: New Premium subscriptions may be refunded within 12 hours of purchase if service dissatisfaction occurs
Post-Window Policy: After 12 hours, all Premium Subscription sales are final
Refund Process: Governed separately by Fixydo Refund Policy

6. Force Majeure Provisions

6.1 Qualifying Events

The Platform recognizes the following as Force Majeure events:

Natural disasters (floods, storms, earthquakes)
Government-mandated restrictions or curfews
Pandemic-related health emergencies
Utility failures affecting service delivery
Transportation network disruptions

6.2 Platform Response Protocol

Official Declaration: Fixydo will officially declare Force Majeure events affecting specific regions/timeframes
Automatic Protection: Cancellations during declared events receive automatic penalty waivers
Rescheduling Priority: Affected bookings receive platform priority for rescheduling
Communication Protocol: All affected Users receive direct platform notifications

7. Platform Governance & Discretion

7.1 Administrative Authority

Fixydo reserves the right to:

Modify cancellation thresholds based on platform analytics
Make final determinations on penalty applications
Grant exceptions in compelling individual circumstances
Update this Policy with 14-day User notification

7.2 Dispute Resolution

First Level: Automated system validation of cancellation circumstances
Second Level: Human review for contested cases
Final Authority: Fixydo’s decision in cancellation disputes is binding
Appeal Process: Available through formal support channel requests

8. Payment & Financial Considerations

8.1 Direct Payment Model

Fixydo operates as a connection platform, not a payment processor:

All service payments occur directly between Customers and Providers
Cancellation-related financial settlements are the responsibility of transacting parties
The Platform facilitates communication but does not mediate financial disputes

8.2 Penalty Collection Mechanism

Provider Penalties: Applied as Platform administrative fees
Collection Method: Deducted from future earnings or invoiced directly
Non-Payment Consequences: Service suspension until penalty clearance

9. User Accountability & System Integrity

9.1 Reliability Metrics

All Users maintain transparent cancellation histories
Metrics influence search rankings, matching algorithms, and platform privileges
Historical data resets according to defined rolling windows

9.2 Platform Trust Maintenance

Automated Tracking: Real-time monitoring of cancellation patterns
Progressive Action: Escalating responses to maintain community standards
Transparent Communication: Clear notification of policy impacts

10. Policy Modifications & User Agreement

10.1 Update Protocol

30-day advance notification for material policy changes
Continued platform use constitutes acceptance of modified terms
Archived versions available upon request

10.2 Acknowledgment Requirement

All Users explicitly acknowledge:

Understanding of cancellation consequences
Agreement to penalty structures
Acceptance of Platform’s discretionary authority

Effective Date: 1 March 2026
Last Updated: 10 February 2026
Governing Document: This Policy supplements Fixydo Terms of Service

For questions regarding specific cancellations, contact: support@fixydo.com