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Rescheduling Policy

1. Introduction

  1. This Rescheduling Policy (“the Policy”) seeks to regulate the situations that arise when:

  2. a client of My Smart City (“Client”) reschedules or otherwise edits a booking after payment has already been made;

  3. a client of My Smart City places a booking on hold.

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

2. Reschedule/Edit By Client

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

  2. Should the Client reschedule or edit 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 50% (fifty percent) of 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. The remaining 50% (fifty percent) of the total cost of the booking shall be applied to the cost of the new booking appointment.

  3. This credit can be kept for a period of up to 3 (three) months, and will thereafter be forfeited, if the booking is not completed in that time.

  4. Should the Client reschedule or edit the booking 12 (twelve) or more hours prior to the scheduled start of their booked appointment, MSC shall be entitled to charge the Client an amount equal to the difference between the initial booking, and the rescheduled booking (if the cost of the rescheduled booking is higher). Should the cost of the rescheduled booking be lower than the cost of the initial booking, then in such event the Client shall be entitled to elect from the following alternative options:

  5. My Smart City shall offer a value-added service to the same value (for example, an extra hour of Services, or an additional task to be performed); or

  6. the Client shall be entitled to request a refund, subject to payment of an associated refund fee of R5 (five Rand) exclusive of VAT.

  7. Should the Client seek to edit or reschedule their booking, the Client may access their account, and navigate to “My Bookings”. Once at the relevant booking, selecting the pencil icon will allow the booking date and/or time to be edited.

  8. Once the booking has been edited, a confirmation popup will allow the Client to confirm their new date and/or time, with specific reference to any additional payments that may need to be made.

  9. The Client shall receive an updated booking notification, and the new booking details can be accessed under the account “My Bookings” page.

3. Placing a Booking on Hold

  1. Alternatively, the Client may mark the booking as “on-hold”, which allows them to temporarily pause the booking and allows them to provide an acceptable date/time may be selected. It is provided in this regard that a booking may remain on-hold for a maximum period of 3 (three) calendar months.

  2. Should the Client reschedule the booking, the considerations set forth in clause 2.3 above shall apply.

  3. Should the Client elect to cancel the on-hold booking, the standard cancellation policy (found here) shall apply.

  4. Should the Client fail and/or neglect and/or refuse to reschedule the booking within the timeframe referred to in clause 3.1 above:

    • 1 (one) calendar month prior to the expiry of the timeframe, My Smart City shall send an email notification to the Client 's registered email address;

    • 1 (one) calendar week prior to the expiry of the timeframe, My Smart City shall send an email notification to the Client's registered email address; and

    • the on-hold booking shall then expire, and My Smart City shall be entitled to deem such failure to be a cancellation within the 12-hour timeframe as contemplated in clause 2.2 above, and apply the procedure set forth in that clause but without the obligation to refund the Client any amount whatsoever.

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