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Cancellation Policy

1. Introduction

  1. This Cancellation Policy (“the Policy”) seeks to regulate the situations that arises when a client of My Smart City (“Client”) cancels a booking.

  2. This policy shall apply to all My Smart City Contractors and Clients.

2. Cancellation of Booking

  1. The Client may, at any time prior to the scheduled time for a booking, cancel any individual or recurring booking via the My Smart City platform (“the Platform”).

  2. Should the Client cancel the booking within 12 (twelve) hours prior to the scheduled start of their booked appointment, My Smart City shall be entitled to charge an amount equal to the total cost of the booking in order to account for the Contractor’s loss of potential earnings, transport costs, and/or other associated fees where applicable, as stated in the Terms and Conditions and booking confirmation email received by the Client upon making the booking.

  3. Should the Client cancel the booking between 12 (twelve) and 24 (twenty-four) hours prior to the scheduled start of their booked appointment, My Smart City will be entitled to charge an amount equal to 50% (fifty percent) of the booking in order to account for the Contractor’s loss in order to account for the factors listed in clause 2.2 above.

  4. Should the Client reschedule or edit the booking 24 (twenty-four) or more hours prior to the scheduled start of their booked appointment, the Client shall be entitled to a full refund.

  5. Should the Client seek to cancel their booking, the Client may:

    • access their account, and navigate to “my bookings”. Once the relevant booking has been opened; the cancel button is at the bottom of the screen.

  6. As an alternative to cancellation, the Client may elect to reschedule their booking, or place it on hold as set forth in the Rescheduling Policy found here.

  7. Once the booking has been cancelled, a confirmation popup will allow the Client to confirm the cancellation, with specific reference to any cancellation penalties that may need to be paid by the Client.

  8. The Client shall receive a cancellation email, recording any penalty notifications as per the popup, should such penalties be applicable.

3. Failure to Provide Access

  1. Should the Client fail to arrive at the booking, or alternatively fail to provide the service provider with appropriate access information in order to allow them to begin providing their services within 30 (thirty) minutes after the scheduled appointment time, this shall be considered to be a cancellation in terms of clause 2.2 above. However, in these circumstances the service provider will have incurred travel costs and time in addition to their loss of income, and accordingly My Smart City shall not be required to issue a refund.

  2. The Client is advised that:

    • if they will be late to the start of the booking, they can notify the service provider. If the service provider is left waiting 30 minutes past the new agreed time, it shall be considered to be a cancellation in terms of clause 3.1 above;

    • if they provide the incorrect address to My Smart City and/or the service provider, and the service provider is not within 2 (two) kilometers of the correct address, the booking will be considered to be a cancellation in terms of clause 3.1 above; and/or

    • if they fail to provide any necessary/substitute tools and/or equipment as per the service requirements resulting in the service provider not being able to provide the agreed-upon services, this shall be deemed to be a cancellation in terms of clause 3.1 above.

4. Cancellation by My Smart City

  1. My Smart City may at any time, without cause, cancel any particular booking or this agreement as a whole including the Client’s right to use the Website, giving notice by email to the extent reasonably practicable. If so, My Smart City will refund any amounts due to the Client for any outstanding, paid private services appointments.

  2. The service provider may occasionally cancel an accepted booking due to illness, or family emergency etc.

  3. Should this be the case, My Smart City will offer another service provider in their place for the same day & time (availability dependent); or offer to reschedule the booking, in order to use the same service provider.

  4. The Client will again have the option to place their booking ‘on-hold’, which can then be moved / rescheduled within 3 months of the original booking (as per Rescheduling Policy).

  5. If the Client then chooses to cancel the booking as a result of the service provider’s cancellations, the Client will be refunded in full.

  6. Following cancellation of this agreement for any reason:

    • Accrued rights and liabilities are unaffected.

    • All clauses in any agreement or policy between the Client and My Smart City which are stated or intended to continue after cancellation will continue to apply. The Client must not attempt to re-register for or continue to use the Website if My Smart City has given the Client notice of cancellation.

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