1. Purpose and scope
This policy explains how bookings, service requests, quotes that become bookings, cancellations, rescheduling, refunds and no-shows are managed on PointMe. It applies to customers, service providers, provider staff, and PointMe admin, ops and support users.
2. Booking lifecycle and statuses
Bookings move through Requested, Accepted, Confirmed, In Progress, Completed, Cancelled, No-Show and Disputed. Every transition is recorded on the booking timeline.
3. Rescheduling rules
Either party may propose a new time before the service window begins. The booking only moves once the other party accepts the proposed time.
4. Cancellation rules
Cancellation outcomes depend on how far in advance the cancellation happens and which party cancelled. Provider-initiated late cancellations affect marketplace performance metrics.
5. No-show and refund principles
A no-show may be recorded where a party does not attend the confirmed service window and cannot be reached on-platform. Refunds are assessed against the booking record, on-platform evidence and the applicable cancellation outcome.
6. Dispute and support handling
Disputes are raised through support, evidenced on-platform, and resolved with a documented reason code and audit entry.