Cancellation and Refund Policy

Effective Date: Apr 1, 2026

This Cancellation & Refund Policy ("Policy") applies to all Users and Service Partners on the Wizcart Platform and is incorporated by reference into the Wizcart User Terms of Use and the Wizcart Service Partner Terms of Use (collectively, the "Terms").

Wizcart operates as a software facilitator and payment processing intermediary. This Policy governs cancellation fees and refund processing as a payment facilitation function. Wizcart does not supervise, direct, or control the Services provided by Service Partners.

PART A — USER (CUSTOMER) CANCELLATION

1) Scheduled Orders

Cancellation fees are calculated based on the time remaining until the scheduled service start time. All fees are subject to the maximum cancellation cap set for the applicable service category.

Tier	Cancellation Window	Fee
Tier 1	More than 48 hours before service	No cancellation fee. Wizcart's order processing fee (5%) is non-refundable.
Tier 2	24 to 48 hours before service	10% of the service order total*
Tier 3	4 to 24 hours before service	20% of the service order total*
Tier 4	Less than 4 hours before service (provider not yet en route)	30% of the service order total*
Tier 5	Provider en route (in transit)	Provider's set cancellation charge or 30% of order total, whichever is less, subject to the service category maximum cap

*"Service order total" means the service fee, visit fee, and any additional costs — excluding the Wizcart order processing fee, which is non-refundable.

2) Urgent / ASAP Orders

For urgent or same-day service requests (e.g., emergency plumbing, snow removal):

Cancellation Window	Fee
Before provider departs	The greater of 10% of order total or the provider's set cancellation charge, subject to the service category maximum cap
Provider en route (in transit)	Provider's set cancellation charge, subject to the service category maximum cap

3) Service Category Maximum Caps

Each service category has an administrator-defined maximum cancellation fee cap. If any calculated cancellation fee exceeds the cap for that service category, the cap amount will apply instead.

Maximum caps are set to protect Users from disproportionate charges and are disclosed within the Platform.

4) Provider-Set Cancellation Charges

Service Partners may optionally set their own cancellation charge (as a percentage of the service order total) during onboarding or through their profile settings. This charge applies only when a User cancels after the provider has marked themselves as en route (Tier 5 / provider en route cancellations). The provider-set charge is always subject to the service category maximum cap.

For clarity: The ability of Service Partners to set their own cancellation charges is consistent with their status as independent businesses. Wizcart does not direct, require, or control the amounts set by Service Partners.

5) Transparency

The applicable cancellation fee tier will be displayed to Users before they confirm any cancellation.
The tiered cancellation schedule is accessible at all times through the Platform's help/FAQ section.
No cancellation fee will be charged without first displaying the exact amount to the User and obtaining confirmation.

PART B — REFUNDS

6) Refund Amounts

Scenario	Refund to User
Tier 1 cancellation (>48 hours)	Full refund of the service fee and applicable taxes. Wizcart's order processing fee (5%) and applicable tax on the processing fee are non-refundable.
Tier 2–5 cancellation	Service fee minus the applicable cancellation charge, plus applicable taxes on the refunded amount. Wizcart's order processing fee is non-refundable.
Service not performed (provider no-show)	Full refund of all charges, including the Wizcart order processing fee.
Dispute-related cancellation	Handled case-by-case through the Platform's dispute resolution process (see Section 11 below).

7) Refund Processing

Refunds are processed to the original payment method used for the transaction.
Refunds will be initiated within 5 to 10 business days from the date of cancellation or dispute resolution.
Actual refund timing depends on your financial institution and payment method and may take an additional 5 to 10 business days to appear on your statement.
Wizcart is not responsible for delays caused by your bank or payment provider.

8) Non-Refundable Charges

The following charges are non-refundable except where prohibited by applicable law or where the Service Partner fails to perform (no-show):

Wizcart's order processing fee (5%) and applicable taxes on the processing fee;
Background verification fees; and
Any third-party processing fees incurred by Wizcart.

PART C — SERVICE PARTNER CANCELLATION & MARKETPLACE RELIABILITY

9) Provider Cancellation Impact

As independent businesses, Service Partners are free to cancel bookings. However, cancellations impact Users who have relied on the booking, and may affect the marketplace experience. The following marketplace reliability framework reflects the standards necessary to maintain a trustworthy and functional marketplace for all participants.

For clarity: This framework is a set of marketplace participation standards — not employment discipline, performance management, or employer-imposed rules. Service Partners remain independent businesses at all times.

9.1 Marketplace Reliability Standards

Level	Trigger	Marketplace Impact
Standard	Any provider-initiated cancellation	Provider's listing position may be adjusted by the Platform's search algorithm for a period of up to 7 days, reflecting recent reliability data. This algorithmic adjustment operates automatically and is not manual performance evaluation.
Financial Impact	Cancellation with less than 24 hours' notice	A marketplace reliability fee (up to $50, or the provider's pending payout balance, whichever is less) may be deducted from the next payout. This fee compensates the Platform for the cost of order reassignment, customer support, and service disruption.
Transparency Notice	More than one cancellation with less than 24 hours' notice within a rolling 15-day period	An automated notice may be displayed on the provider's profile indicating the date(s) of recent last-minute cancellation(s). This information helps Users make informed booking decisions.
Temporary Hold	3 or more provider-initiated cancellations within a rolling 30-day period	The provider's account may be placed on a 7-day marketplace hold during which new bookings cannot be accepted. Existing bookings are not affected.

9.2 Account Review

Wizcart may conduct periodic reviews of cancellation patterns. If a Service Partner's provider-initiated cancellation rate exceeds 15% of completed orders in any calendar month, Wizcart may:

notify the Service Partner of the elevated cancellation rate;
request an explanation; and
in cases of persistent patterns, limit or suspend Platform access in accordance with the deactivation provisions in the Service Partner Terms of Use (including the 14-day notice requirement where applicable).

Any account action will be handled in accordance with the Service Partner Terms of Use and applicable law.

9.3 Order Reassignment

If a Service Partner cancels a booking or their account access is suspended, Wizcart may automatically search for an alternate available Service Partner to fulfil the User's booking. This is a marketplace facilitation function to ensure customer fulfillment.

10) Provider Payout on Customer Cancellations

When a User cancels and a cancellation fee is collected (Tiers 2–5), the cancellation fee revenue is shared with the Service Partner in accordance with the Platform's standard revenue share arrangement:

Provider receives 88% of the cancellation fee (or the cancellation fee minus the $3 minimum commission, whichever results in the greater Wizcart share).
Wizcart retains 12% (or the $3 minimum, whichever is greater).

Exception: Referral rewards and tips are paid to providers at 100% — the revenue share does not apply to these amounts.

PART D — DISPUTE-RELATED CANCELLATIONS

11) Disputed Cancellations

In cases where a cancellation arises from a dispute between the User and Service Partner (e.g., non-cooperation, service disagreement, safety concerns), the following applies:

Either party may submit a dispute through the Platform's help/support section.
Cancellation charges will not be automatically applied in disputed cases.
A Wizcart administrator will review the dispute, including available chat logs and submitted evidence, and determine the appropriate cancellation charge (if any) and refund amount on a case-by-case basis.
This administrative review is a payment facilitation and platform administration function and does not constitute employment-related performance management or Quality assessment.

12) Force Majeure

Wizcart may waive cancellation fees or marketplace reliability fees in cases of circumstances beyond the reasonable control of the cancelling party, including but not limited to:

medical emergencies (with reasonable documentation);
natural disasters, severe weather, or government-ordered restrictions;
death or serious illness of the individual or an immediate family member; or other documented circumstances that Wizcart determines in its reasonable judgment to be extraordinary.

Users and Service Partners may request a Force Majeure waiver through the Platform's support/help section.

PART E — GENERAL

13) Modifications

Wizcart may update this Policy from time to time. Material changes will be communicated by reasonable means (e.g., in-app notice, email) and will take effect on the stated effective date. Continued use of the Platform after the effective date constitutes acceptance.

14) Governing Law

This Policy is subject to and incorporated into the applicable Terms of Use. In the event of any conflict between this Policy and the Terms of Use, the Terms of Use shall prevail.

15) Contact

Questions about cancellations or refunds? Contact us at support@wizcart.com or through the Platform's help/support section.