Rescheduling & Cancellation Policy
This Rescheduling, Cancellation and Refund Policy (“Policy”) applies in respect of the Services available through the Platform. Any capitalized terms used throughout this Policy (but not defined herein) shall have the same meaning attributed to it in the CityBees Terms and Conditions (“Terms and Conditions”).
1. In the event of any cancellation or rescheduling requests by the Customer
submitted in
accordance with the Terms and Conditions, applicable Cancellation Fee or Rescheduling Fee shall apply
as
follows:
| Time of Cancellation or Rescheduling of Service Request Confirmation | Cancellation Fee | Rescheduling Fee |
|---|---|---|
| Within 10 minutes of placing a Service Request | n/a | n/a |
| Up to 12 hours prior to scheduled booking time under a Service Request Confirmation | n/a | n/a |
| More than 12 hours but less than 2 hours prior to the scheduled booking time under a Service Request Confirmation | 100% of Platform Fee | n/a |
| Less than or equal to 2 hours prior to the scheduled booking time under a Service Request Confirmation (unless the booking was made within 10 minutes of the cancellation or reschedule request) | 100% Platform Fee + 100% of Basic Visit Fee | 100% of Basic Visit Fee |
| Customer no-show at scheduled booking time under a Service Request Confirmation | 100% Platform Fee + 100% of Basic Visit Fee | n/a |
2. In the event the Platform Provider cancels the relevant Service Request
Confirmation pursuant to clause 5.9 of the Terms and Conditions, a Cancellation Fee equivalent to 100%
of the Platform Fee and the Basic Visit Fee may be imposed by the Platform Provider, at its sole
discretion.
3. In the event the Service Provider cancels a booking under a Service Request
Confirmation and the Customer does not accept to reschedule the booking in accordance with the Terms & Conditions, the Customer shall receive a full refund of the Fees.
4. In the event the Service Provider cancels the booking less than 2 hours prior to
the scheduled booking time under the applicable Service Request Confirmation (unless the booking was
made within 10 minutes of the cancellation or reschedule request), or fails to attend the scheduled
booking, the Customer shall be issued a discount voucher equal to 10% of the applicable Service
Provider Fee (capped at AED 100). The voucher shall be valid for 1 month from issuance and may be
redeemed only for Services provided by the same Service Provider. Any additional terms and conditions
applicable to the voucher shall be communicated to the Customer upon issuance.
5. CityBees may amend this Policy from time to time, and in CityBees’ sole
discretion. CityBees will usually notify you of any amendment to this Policy, but CityBees will not be
required to do so or to provide you with prior notification of such amendments or changes to this
Policy. Upon any amendment or change to this Policy, CityBees will publish the amended Policy on the
Platform. Your continued use of the Platform and/or the Platform Service(s) after the publication date
of a revised version of this Policy constitutes your acceptance of the amended terms.
Effective as of 1st December 2025