Booking and Cancellation Policy

Booking Rules

To allow Service Providers reasonable time to prepare for the requested service and travel to the service location, Users must book a service no later than twelve (12) hours before the intended booking date/time.

Bookings made within 12 hours of the intended booking date/time may be declined, cancelled, or not accepted for fulfillment, depending on Service Provider availability.

Where the Service Provider accepts the booking, the scheduled start time may still be adjusted in coordination with the User to account for preparation and travel time.

Cancellation by Client/User

If you cancel a confirmed booking at least twenty-four (24) hours before the intended booking date/time, you are eligible for a refund, subject to the processing time and method described under How Refunds Are Processed, and any deductions allowed under Fees and Deductions, if applicable.

If you cancel a confirmed booking less than twenty-four (24) hours before the intended booking date/time, the booking is non-refundable.

If you fail to appear, fail to provide access to the service location, or otherwise prevent performance at the scheduled time ("No-Show"), the booking will be treated as a late cancellation and will be non-refundable, unless alagaco determines otherwise under the Exceptions below.

Exceptions

alagaco may allow a refund or reschedule, even if cancellation occurs within 24 hours, in limited cases such as:

• User Safety & Blocking: where a Client or Service Provider blocks the other party due to safety concerns, harassment, or abusive conduct prior to service performance;
• Service Provider cancellation or failure to arrive within a reasonable time without notice;
• Safety concerns reported in good faith (e.g., unsafe environment or threats);
• Force majeure or events beyond reasonable control (e.g., natural disasters, serious emergencies);
• Platform/system errors affecting booking confirmation or communications.

Any exception will be evaluated based on available information and fairness to both Client and Service Provider.

Refunds

Refunds (when approved) will be returned through the original payment method used for the booking, unless an alternative method is required or permitted by the payment channel.

Refund processing time may vary depending on your bank/payment provider. alagaco will process approved refunds within a reasonable period after confirming eligibility.

Fees and Deductions (If Applicable)

If the Platform charges service, convenience, processing, or platform fees, alagaco will clearly disclose:

• which fees are refundable or non-refundable; and
• the basis and amount of any deductions before or at the time of booking, consistent with transparency requirements.

Changes to Bookings

Requests to change the booking date/time or service details may be treated as either a cancellation followed by a new booking or a reschedule, depending on the service type and Service Provider availability.

Where a reschedule is granted, the 24-hour rule may be applied by reference to the rescheduled booking date/time.

Data Privacy Note

To administer bookings, cancellations, and refunds, alagaco may process personal data such as your name, contact details, booking details, service address, messages, and payment confirmation. Personal data will be retained only as long as necessary for the declared purpose, including for the establishment, exercise, or defense of legal claims or legitimate business purposes, and disposed of securely when no longer needed.