CANCELLATION AND MODIFICATION POLICY

CANCELLATION AND MODIFICATION POLICY

1. If you are a client or user 

1.1. If you cancel your reservation 

Booking a service means that the assigned Professional blocks their schedule to attend to a specific Client, thereby preventing another user from hiring their time, which impacts the professional. Therefore, the refund in case of cancellation will be subject to the following timelines:
 

  • Up to 24 hours before the service begins: Free cancellation
     
  • From 24h to 6h before the service begins: 80% refund
     
  • From 6h to 2 hours before the service begins: 60% refund
     
  • From 2 hours to the start of the service: 30% refund If the Client is not at the agreed place at the indicated time, the professional will wait up to 30 minutes. If the professional withdraws after this wait, a 30% refund of the service price will be made.
     

1.2. Reasons for justified cancellation 

There are situations where the cancellation of a service is fully justified, and the Client will receive a full refund. The SONA support team will review the reasons presented and may request additional evidence to confirm their validity. Justified causes include:
 

  • Death of the client themselves, a direct family member, or a caregiver.
     
  • Unexpected events beyond the person's control that prevent the service from being performed.
     
  • Severe illness or unexpected injury that makes it impossible to receive the service.
     
  • Situations of risk or reasonable fear in relation to the service to be received.
     
  • Upon reviewing the details, the support team considers that there are valid reasons for the cancellation.
     

1.3. If the professional cancels my reservation 

If the professional decides to cancel the contracted service, you will receive a 100% refund of the payment made.

1.4. Possibility to claim the service 

You have the right to claim a service if you consider there is a valid cause. Justified causes for claims include the following cases:
 

  • The professional has not performed the services contracted, in whole or in part.
     
  • The person sent does not correspond to the contracted professional.
     
  • The professional does not show up.
     
  • Professional's late arrival.
     
  • Problems arising during the service performance.
     
  • The impossibility of carrying out the service.
     
  • If the professional attempts to make the payment outside the platform.
     
  • Poor results or damages resulting from the service. The support team will investigate the claim and, if considered valid, will proceed to refund 100% of the amount paid.
     

2. If you are a professional registered on the platform 

2.1. If you cancel a service 

Cancellations affect clients' trust in the platform and in the professionals providing the services. For this reason, if you cancel without a valid cause or the reason is not accepted as justified, a financial penalty of 10 euros will be applied for damages towards SONA. Remember, it is preferable to cancel a service rather than not show up. Moreover, if the cancellation is made to offer the service outside the platform and thus avoid the fee, it could lead to permanent expulsion from the platform for unfair use, among others. Upon canceling, you can provide a justification. If this is:
 

  • Accepted by the SONA support team, there will be no penalty.
     
  • Rejected, the economic sanction of 10 euros will be applied, for damages towards SONA.
     

2.2. Reasons for justified cancellation 

There are circumstances that justify cancellation without penalty. The support team of SONA may request additional evidence to verify them. Justified causes may include:
 

  • Own death or that of a direct family member.
     
  • Unexpected events outside the person's control.
     
  • Serious diseases or injuries that prevent attendance.
     
  • Cancellations of transport or events that make attendance impossible.
     
  • Perceived risks for carrying out the service.
     
  • Client requests for services not offered, including sexual content, when these are known after accepting the request.
     

2.3. In case of no-show to a service Non-attendance is a serious offense.

 Not showing up causes harm to the client and affects trust in the platform. If you do not show up, a fine of 10 euros will be applied. It is advisable to cancel the service as soon as possible if you know you will not be able to attend. As soon as you are certain that you cannot provide a service, cancel it as soon as possible.

2.4. In case a User or Client cancels the service 

If the client cancels, you will receive compensation, depending on the time of cancellation:
 

  • Up to 24 hours before the service begins: 0% compensation
     
  • From 24h to 6h before the service begins: 20% compensation
     
  • From 6h to 2 hours before the service begins: 40% compensation
     
  • From 2 hours to the start of the service: 70% compensation 

The compensated amount will be sent in the same way as your professional payments for services offered to the User are made.