Last revised: April 4, 2025.
For clients
Before the professional accepts your request
What happens if you cancel your booking request?
As soon as you hire a professional, a booking request is automatically sent to them, i.e. a notification that you want to hire their services, and they must accept or decline the request within a maximum period of 24 hours.
In cases where the professional, for whatever reason, has not responded to the request received, you can cancel the booking request sent completely free of charge. Within a period of up to 7 days, you will be reimbursed the full amount you paid at the time of booking.
The platform service fees paid to BeeReno are non-refundable. By using our services, you acknowledge and agree that the platform services fee payments made are final and non-refundable. These fees cover administration services and payment transactions.
Once the professional has accepted your request
What happens if you cancel a service?
If you cancel a service, the amount of the refund will be subject to the following deadlines:
Up to 48 hours before the start of the service:
Free cancellation
For cancellations made less than 48h before the start of the
service: 50% refund.
What happens with the amount if the service gets cancelled less than 48h before the start of the service?
42% of the 50% fees for cancellation will be forwarded to the professional as compensation.
The 8% platform fee will be retained by BeeReno for administrative purposes.
Service Modification or Rescheduling
Users have the right to request service modifications or reschedule requests to the professional through our chat platform.
If rescheduling is requested, a new date, time, or service details must be sent by the professional and confirmed by the user.
The new proposal will only be finalized and valid once the user accepts and confirms the proposed changes via our chat platform.
CAUSES FOR JUSTIFIED CANCELLATION
In certain circumstances, the cancellation of a service may be considered justified, resulting in a full refund of the amount paid. The reasons provided will be reviewed by BeeReno’s support team, who may request supporting documentation for verification. For emergencies, such as hospital cases reported etc 100% of the platform service fees will be refunded.
The following potential causes for justified cancellation are:
- Death of the client, a direct family member.
- Unforeseen events beyond the client’s control, preventing the service from taking place.
- Serious illness or injury that hinders the execution of the service.
- Cancellation of transportation or unexpected disruptions preventing the client from reaching the service location.
- Perceived risk to personal safety or a legitimate fear related to the service.
- COVID-19 related issues, including legal restrictions or mandatory confinement, either due to testing positive or being in contact with positive
case, provided the situation occurred after booking the service.
BeeReno’s support team will carefully evaluate each claim to determine if a justified cancellation is applicable. In cases of recurring services, the cancellation policy applies only to services directly affected by the justified cause. Any other canceled services will be subject to the general cancellation policy.
Cancellation by Professional:
Professionals may cancel a service without penalty 48 hours prior to the scheduled start time.
Late Cancellation Penalty:
If a professional cancels less than 48 hours before the scheduled start time, an 8% penalty fee of the total amount will be retained by BeeReno for administrative purposes and payment transactions.
Handling of Penalties:
If the professional does not have a pending balance in their Stripe account, the 8% penalty will be marked as due and will be deducted from future service payments.
Service Modification or Rescheduling:
User have the right to request service modifications or reschedule requests to the professional through our chat platform.
If rescheduling is requested, a new date / time or services details must be sent by the professional and confirmed by the user.
The new proposal will only be finalized and valid once the user accepts and confirms the proposed changes via our chat platform.
Justified Cancellation Reasons
Certain situations qualify as justified reasons for service cancellation, meaning no penalties will be applied. The reasons provided will be evaluated by BeeReno’s support team, who may request supporting evidence for verification.
The valid reasons for justified cancellation include:
- Death of the client, an immediate family member.
- Unexpected, unforeseen events beyond the control of the person canceling, which prevent the service from being delivered.
- Serious illness or injury that renders the service impossible to carry out.
- Transport disruptions or other unforeseen events that prevent the professional from attending the service.
- Clear risks or justified concerns about personal safety related to the service.
- Inappropriate service requests, such as those involving sexual content, where the nature of the request only became known after the booking was accepted.
- COVID-19-related restrictions, including legal limitations or required quarantines, whether due to a positive test or contact with an infected individual.
Additionally, any other cases deemed valid by BeeReno’s support team may qualify for justified cancellation.
For recurring services, these reasons will apply only to the services directly affected by the cause. All other canceled services will follow the standard cancellation policy.
Repeated Cancellations:
Professionals who cancel multiple jobs may be subject to a review of their account. Continued cancellation behavior may result in penalties, including potential suspension from the platform.
General Terms:
BeeReno reserves the right to update this policy as necessary. All changes will be communicated through the platform. By using our services, users and professionals agree to adhere to this cancellation policy.
Note: For any issues or requests related to cancellations, modifications, or rescheduling, please contact the provider through our chat or contact our customer service at support@beereno.es
