Refund & Cancellation Policy

1. Overview

At Tumaro, we strive to maintain fair policies that protect both customers and service providers. This Refund & Cancellation Policy outlines how cancellations, no-shows, and refunds are handled on our platform.

2. Customer Cancellation Fees

Cancellation fees are calculated as a percentage of the service price and depend on when the cancellation occurs relative to the scheduled service time:

The cancellation fee applies only to the discounted service and add-on subtotal. Tips and mandatory fees are refunded in full on cancellation. The fee compensates the Provider for reserved time; contact support to dispute an incorrect or unlawful charge. This policy does not waive statutory remedies. The remaining amount (if any) is refunded to the customer.

3. Provider Cancellations

When a Provider cancels a confirmed booking:

• The customer receives a full refund of the amount charged, including service, add-ons, tip, and mandatory fees. Tumaro absorbs processing costs that Stripe does not return.
• The Provider receives a strike (2 points) on their account.
• Accumulated strikes may result in reduced visibility, temporary suspension, or permanent removal from the platform.

4. No-Show Policies

Customer No-Show

A customer no-show can only be reported once all of the following are true:

• The Provider tapped Mark Arrived at the service address (arrival is GPS-logged and verified against the wash location);
• The Provider waited at least 15 minutes on site after arriving; and
• At least 30 minutes have passed since the scheduled start time.

When those conditions are met, the booking is marked a customer no-show: no refund is issued and the Provider receives the full booking payment (service, add-ons, and tip) as compensation for their time. The arrival evidence is retained and reviewed if the no-show is disputed.

Provider No-Show

If a Provider fails to arrive at the service location without prior notice, the customer may report a provider no-show starting 30 minutes after the scheduled start (a report is not available once the Provider has logged their arrival):

• The customer receives a full refund.
• The Provider receives a strike (3 points) — a more severe penalty than a standard cancellation.

Running Late & Automatic Cancellation

An appointment whose start time has passed is flagged overdue — it is not cancelled automatically right away:

• About 30 minutes past the start with no departure or arrival signal from the Provider, the customer is notified.
• The Provider may still arrive and complete the wash (a completion photo is always required) for up to 24 hours past the scheduled start; payment then proceeds normally.
• If the Provider takes no action for 24 hours, the booking is automatically cancelled, the customer receives a full refund, and the Provider receives a 3-point no-show strike.

5. Platform Cancellations

Tumaro reserves the right to cancel bookings in cases of suspected fraud, safety concerns, or violations of our Terms of Service. In these cases:

• No cancellation fee is charged to either party
• Customers receive a full refund if payment was already processed
• Appropriate account actions (warnings, suspension, or termination) may be taken against the offending party

6. Refund Processing

• All refunds are processed through Stripe to the original payment method used for the booking.
• Refunds typically take 5 to 10 business days to appear on your statement, depending on your bank or card issuer.
• Partial refunds (after cancellation fees) are calculated automatically based on the cancellation window.
• You will receive an email confirmation when a refund is initiated.

7. Dispute Process

If you believe a refund or cancellation was handled incorrectly, you may open a dispute:

• Disputes can be opened within 48 hours of the scheduled service time through your booking details page.
• Provide a clear description of the issue along with any supporting evidence (photos, messages, etc.).
• Our team will review the dispute and aim to provide a resolution within 3 to 5 business days.
• During the dispute review period, Provider payouts for the affected booking are held.
• Both parties will be notified of the resolution and any resulting refund or payout adjustment.

8. Contact

If you have questions about our refund or cancellation policies, please contact us:

• Email: support@tumaro.app
• Website: tumaro.app