Urbanmount recognizes that plans may change. This policy outlines the conditions for refunds, fees for cancellations, and the obligations of Customers and Pros. By booking or providing Services on Urbanmount, you agree to abide by these guidelines.
Cancellation by Customers
If a Customer cancels a Service more than 24 hours before the scheduled start, no penalty typically applies, unless otherwise stated in custom booking terms. However, cancellations made within 24 hours may incur a full Service charge, up to $150, reflecting the short notice that often leaves the Pro unable to rebook that slot. Should the Service have been rescheduled previously within that 24-hour window and canceled afterward, the same fee is applied. Exceptions might exist for urgent personal emergencies; contact support with documentation if needed.
Cancellation by Pros
Pros are expected to honor their commitments. If a Pro initiates cancellation, the Customer will not be charged a cancellation fee. The Customer can then rebook with another Pro or request a refund under the applicable terms. Repeated or last-minute cancellations by Pros may lead to performance-score or account action.
Rescheduling
If a Customer or Pro wants to reschedule within 24 hours of the original booking time, the other party must explicitly agree. Otherwise, a short-notice cancellation fee may apply. If no mutual reschedule is possible, the standard short-notice cancellation fee may apply.
Refund Requests
In certain situations, such as a Pro no-show or dissatisfaction with the Service, Customers may request a refund by contacting support. The resolution team reviews evidence such as messages, photos, and partial-completion details. An eligible property-loss request is separate from a Service refund and is governed only by the controlling SafeStay Terms when SafeStay was shown for the Service.
Case Review
Urbanmount support may re-examine disputes involving unusual circumstances under the applicable terms. Available escalation rights are stated in the controlling terms.