Effective Date: January 15, 2025
At Fixlyne, we strive to provide the best service experience for all our users. However, we understand that there may be occasions when you need to cancel a service request. This Cancellation Policy outlines the process and conditions for canceling services booked through the Fixlyne platform.
1. Cancellation by the User
You may cancel a service request at any time before the service provider arrives at the location. However, please be aware of the following conditions:
Before Service Provider Arrival:
You can cancel your request at least two hours before the scheduled service time for a full refund minus the platform fees.
Less than Two Hours Before Service:
Cancellations made less than two hours before the scheduled service time will incur a penalty. This will include platform fees and may involve additional charges based on the provider’s arrival status.
After Service Provider Arrival:
If the service provider has already arrived at the location or started the service, a cancellation fee will apply, and the remaining balance (if applicable) will be refunded. The amount will be communicated to you at the time of cancellation.
Repeated Cancellations:
If a user repeatedly cancels service requests without a valid reason, Fixlyne reserves the right to suspend or terminate their account.
2. Cancellation by the Service Provider
Fixlyne reserves the right to cancel a service request if:
The service provider is unable to reach the location due to unforeseen circumstances such as road closures, weather conditions, or other factors outside their control.
The service provider determines that the requested service is unsafe or unfeasible.
The service provider is unable to fulfill the request due to a lack of necessary tools, equipment, or expertise.
In the event of a cancellation by the service provider, users will be notified promptly, and the service will be rescheduled or refunded, depending on the circumstances.
3. Refunds for Canceled Services
If you cancel a service request in accordance with our Cancellation Policy, and you have already paid for the service:
For Cancellations Made Before Service Provider Arrival:
You will be refunded the full amount paid minus the platform fees.
For Cancellations After Service Provider Arrival:
A cancellation fee will apply. The remaining balance (if applicable) will be refunded to you after deducting the cancellation fee.
Refunds will be processed to the original payment method and may take several business days to reflect in your account, depending on your payment provider.
4. Emergency Situations
In certain emergency situations, such as natural disasters or other extreme conditions, cancellations may occur due to the safety of the service provider or the user. In such cases, Fixlyne will waive any cancellation fees, and users will be notified about the situation promptly.
5. How to Cancel a Service Request
You can cancel a service request by:
Logging into your Fixlyne account via the mobile app or website.
Navigating to your active service request.
Selecting the option to cancel the request.
Alternatively, you can contact our customer support team directly through the following methods:
Email: support@fixlyne.com
6. Changes to the Cancellation Policy
Fixlyne reserves the right to update or modify this Cancellation Policy at any time. Any changes will be posted on this page, and you are encouraged to review this policy regularly. By continuing to use the Fixlyne platform, you agree to the updated policy.
