1 Transparent booking rules
The exact cancellation window, customer charge, helper allocation, refund timing and any service fee must be displayed before confirmation. The policy does not limit statutory cancellation, cooling-off, refund or quality rights.
2 Recommended configurable framework
-----------------------------------------------------------------------
**Event** **Customer treatment** **Helper treatment**
----------------------- ----------------------- -----------------------
Customer cancels more Full refund unless a No payout
than 24 hours before lawful disclosed
start non-refundable
third-party cost
applies Customer cancels 4 to Reasonable disclosed Priority protection
24 hours before start cancellation charge allocation where lawful
after attorney review Customer cancels within Higher reasonable At least 50 percent of
4 hours disclosed charge based booked labour target,
on reserved time and subject to legal model
travel Helper arrives but Admin review; minimum Minimum labour and
cannot access booking charge if travel protection
evidence supports it Helper cancels Replacement, reschedule No payout except rights
or refund arising under
employment law StudeeHelpers cancels Refund and reasonable Pay treatment according
service recovery to legal model and
cause Service materially Investigation; Fair opportunity to
deficient re-performance, partial respond; no unlawful
refund or refund as law deduction
and facts require
-----------------------------------------------------------------------3 Disputes
A party may submit evidence through the booking within [PERIOD]. Late reports remain assessable where reasonable or legally required. StudeeHelpers must give both parties a fair opportunity to respond, protect sensitive information and provide a reasoned outcome. Chargebacks, regulator complaints, police reports and statutory forums remain available.