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FAQs
FOR FAMILIES
What happens if I need to cancel?
For Clients:
If a client cancels within 24 hours of the booking start time, the client is obligated to adhere to Villey’s cancellation policy, which states 50% total job costs + client service fee is owed if cancelled within 24 hours of the job start time. This amount will automatically be deducted from your linked bank card.
For example, if an appointment costing $100 was cancelled within 24 hours of the booking time, a cancellation fee (50% of $100 = $50) of $50 + $4 (8% client service fee) is owed = $54 deducted from the clients linked bank card. *
Who recieves the cancellation payment?
Helpers receive the cancellation payment, helper platform fees, to compensate them for their loss / potential earning time.
For the example above, the helper will receive $45. ($50 - 12% = $45).
If a client cancels outside the 24 hours cancellation policy timeframe, there are no fees owed and we encourage you to reschedule the appointment for a time that suits you and your helper.
For Helpers:
If a helper cancels within 24 hours of the booking start time (or is a no-show) the client will be able to provide a review of the helper. Reviews are extremely important to the reputation of a helper as all reviews are publicly visible on helper and client profiles.
If a helper cancels outside the 24 hours cancellation policy timeframe, we encourage the helper to attempt to reschedule the appointment to the next best availability.
For both Clients and Helpers, please ensure you give as much notice as possible if you need to cancel or reschedule an appointment.
What is the Cancellation or Refund Policy?
Please review our cancellation policy below
Client cancels with more than 24 hours notice given: Yes - Full refund No Fee
Client cancels with less than 24 hours notice. Yes - Partial refund 50% of the booking value + booking fee
Client is a no-show / Lock-out of Clients home. Yes - Partial refund 100% of the booking value + booking fee
Helper cancels, anytime once the appointment is confirmed. Yes - Full refund No fee - Client has the opportunity to review the helper The Client’s linked Credit or Debit card will pre-authorise and hold the funds 48 hours prior to the commencement of the confirmed appointment/session. At the completion of the successful session, the funds will be deducted from the Client's linked bank card.
Cancellations more than 48 hours before the start time For cancellations which happen prior to the bank card hold transaction, there will be no fees or charges incurred from the cancellations.
Client Cancellations between 24-48 hours before the start time Client Cancellations which happen within 24-48 hours of the commencement of a confirmed appointment, Client Service Fees (8%) are non-refundable to cover administration.
Helper Cancellations which happen within 0-48 hours of the commencement will incur a full refund of booking total to the Client, inclusive of Client Service Fees (8%).
Client Cancellations less than 24 hours before the start time Client cancellations less than 24 hours before the start time will incur a 50% of the booking total as a cancellation fee. 50% of the booking total will be refunded to the clients account, less Client Service Fee of 8%. This includes Client no-show at appointment, or “Helper Lock-Out” by the Client not providing access to the home.
Helper Cancellations which happen within 0-48 hours of the commencement will incur a full refund of booking total to the Client, inclusive of Client Service Fees (8%). This includes if a Helper is a no-show the confirmed appointment.
Where does the cancellation payment go?
Helpers will receive the cancellation funds charged in the same process as ordinary earnings. (i.e. $100 booking 50% cancellation fee = $50 less 12% Helper Fee, Helper payment $44).
Refunds and Dispute
While we take the utmost care to minimise any negative experience, we will consider all cases individually. Please email us at info@villey.co with any payment disputes.
Scenarios constituting a possible refund or additional payments / extra time
Helper works for a shorter than arranged session time. Helper may have a change in circumstance and only be able to complete half of the agreed job.
In this case, the Client is entitled to a refund for the total lost time + pro-rata Client Service Fee. (i.e. $100 + 8% Client Service Fee = $108 booking for 2 hours. Helper only works for 1.5 hour = $75 + 8% Client Service Fee = $81. Client is entitled to a refund of $108 - $81 = $27).
The Client may request the helper works for additional time / overtime on a task. When both parties agree to the extra time, the additional time will be added to the booking schedule, calculated for the total and extra funds processed at time of check-out. Overtime payment will appear as a second transaction on your account.
If a Client or Helper is sick, or an unforeseen cancellation is required, we encourage both parties to seek a suitable time to reschedule the appointment. Where a suitable outcome can not be arranged, the refund will be considered based on the circumstance.
What happens if I am running late?
Please inform your client using the in-app chat if you are running late. You can input your actual working time when filling the time sheet upon session's completion.