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REFUND, CREDIT & CANCELLATION POLICY Applies to: All services booked via NearYouu Model: Marketplace (independent service providers) Currency: QAR 1. CORE PRINCIPLES NearYouu follows these principles: • Transparency before booking • Fairness to customers and providers • No cash refunds for completed services • Platform credits preferred over cash refunds • Case-by-case review for disputes 2. CANCELLATION POLICY (MOST IMPORTANT) 🟢 Customer Cancels — BEFORE Provider Is Assigned • 100% refund to original payment method OR 100% NearYouu Credits (customer choice) 🟡 Customer Cancels — AFTER Provider Assigned Time Before Service | Outcome More than 6 hours | 80–100% refund or credits 2–6 hours | 50% refund or credits Less than 2 hours | No cash refund; credit only (partial) Reason: Provider time is blocked. 🔴 Customer Cancels — AFTER Provider Arrives • No cash refund • Optional partial credit at NearYouu discretion • Provider compensated for visit 3. PROVIDER NO-SHOW / DELAY Provider No-Show • 100% refund or full credits • Additional gesture credit (QAR 20–50) • Provider penalized internally Provider Late Arrival Up to 15 mins | No action 15–30 mins | Partial credit 30+ mins | Customer may cancel with refund/credit 4. SERVICE QUALITY ISSUES Eligible for Review (Not Auto-Refund): • Incomplete service • Poor hygiene • SOP deviation • Unprofessional behavior Resolution Options: • Partial refund (credits preferred) • Service redo (same or different provider) • Incident investigation Note: Refunds are not automatic—review required. 5. NON-REFUNDABLE SCENARIOS (IMPORTANT) No refunds or credits if: • Service completed as booked • Customer dissatisfaction is subjective • Customer changed mind after service • Issue not reported within 24 hours • Service scope was clear and accepted 6. CREDIT POINTS SYSTEM NEARYOUU CREDITS: • Issued instead of cash refunds where possible • Valid for 90 days • Non-transferable • Usable only on NearYouu platform Typical Credit Amounts: QAR 20–50 → Service inconvenience QAR 50–100 → Partial service failure Full booking value → Provider no-show 7. PAYMENT METHOD RULES • Refunds go back to original payment method • Processing time: 5–10 business days • Credits applied instantly • Cash refunds are not supported 8. DISPUTE & INVESTIGATION PROCESS How Customers Report: • Via app → "Report an Issue" • Within 24 hours of service What NearYouu Does: • Review booking & chat • Review SOP compliance • Contact provider if needed • Decide outcome within 48–72 hours 9. PLATFORM RIGHTS (LEGAL-SAFE) NearYouu reserves the right to: • Decide refund type (cash vs credit) • Deduct provider payouts for proven issues • Reject fraudulent or repeated claims • Suspend accounts for abuse