Rescheduling, Cancellation, and Refunds

1. General Principles

• Each service on Pebbles may apply different rescheduling, cancellation and refund conditions depending on the characteristics of the service and the service provider's policy.
• Users should review these conditions carefully before confirming a booking and making payment.

2. Cancellation Policy

Where a User or a Provider cancels an appointment of their own initiative, the cancelling party shall bear the cancellation fee corresponding to the time of cancellation set out in the table below.

• The User is refunded the remaining amount after deduction of the cancellation fee (if any) and the payment fee in accordance with the payment partner's policy.
• Pebbles submits the refund request immediately after the cancellation is confirmed. The time for the funds to reach the account depends on the payment partner's processing procedures.

3. Rescheduling Policy

• Only Users may submit a request to change an appointment. Providers may not request an appointment change of their own initiative.
• Users may request an appointment change a maximum of 02 times per booking.
• Users may only reschedule if they do so at least 4 hours before the appointment time.
• A reschedule takes effect only if the Provider agrees within 2 hours of receiving the notification. If there is no response after 2 hours, the system automatically treats it as a refusal.
• The new appointment must take place no more than 30 days from the start time of the original appointment.
• Where the two parties agree on a new appointment:
  • No fees or sanctions apply.
  • The time thresholds (12 hours, 24 hours, etc.) for the cancellation policy are calculated by reference to the new appointment.
• If the Provider refuses or does not respond to the reschedule request, the original appointment remains in effect. Where the User is unable to attend the original appointment and chooses to cancel, the cancellation is processed under the Cancellation Policy.
• Where Pebbles assists with rescheduling due to a system error or a force majeure event, this shall not count towards the User's or the Provider's number of reschedules.
• A User may only submit a reschedule request once the previous request has been responded to by the Provider or the response deadline has expired.

4. Service Delivery

From the start of the appointment until the service is completed, the User and the Provider are responsible for cooperating to ensure that the service is delivered in accordance with the content and duration committed.

The following situations may arise during service delivery:

TH-01 — User arrives late

TH-02 — Provider arrives late

TH-03 — Service cannot be completed

A service is deemed incapable of completion where any of the following arises:

Attributable to the User

• Not present at the service location.
• Arriving so late that the service can no longer feasibly be delivered.
• Failure to prepare the necessary conditions as instructed for the service.
• Refusal of a reasonable solution to continue delivering the service.

Attributable to the Provider

• Not present at the service location.
• Failure to arrange sufficient personnel.
• Failure to prepare the tools, equipment or materials necessary to deliver the service.
• Failure to deliver the service content or duration as committed.

Attributable to force majeure

• Natural disasters, epidemics, accidents or objective incidents.
• System failures or causes beyond the parties' control.

Updating the service status

• 15 minutes after the service start time, the system enables the Update service status function on the Provider's account.
• The Provider may select one of the following three statuses:
  • Not completed, attributable to the User.
  • Not completed, attributable to the Provider.
  • Not completed, attributable to force majeure.
• The updated status is simultaneously displayed on the User's account.

Handling an incomplete service

After selecting one of the three statuses above, the Provider chooses one of two courses of action:

Option 1 — Reschedule the appointment

• The Provider proposes a new appointment.
• The User has 15 minutes to accept or decline the proposal.
• If the User accepts:
  • The booking is updated to the new appointment.
  • The booking code is retained.
  • No new payment arises.
• If the User declines or does not respond within 15 minutes:
  • The reschedule proposal lapses.
  • The Provider may submit a new reschedule proposal or choose to cancel.

Note: This is an incident-handling mechanism during service delivery and does not count towards the User's number of reschedules under section 3.

Option 2 — Cancel the appointment

The booking is cancelled immediately once the cancelling party confirms. The following policies apply:

TH-04 — Service completed

• 15 minutes after the appointment end time, if the Provider has not recorded any "Not completed" status, the system automatically moves the booking to Completed.
• The booking then moves to the Post-service-delivery stage to continue the review, complaint (if any), reconciliation and transaction settlement process.

5. Refunds

Refunds (if any) are made in accordance with:

• the rescheduling and cancellation policy for each service;
• the agreement between the user and the service provider;
• the outcome of complaint or dispute handling (if any).

Refunds will be made through the original payment method or another appropriate method in accordance with the rules of the payment service provider.

Processing timeframes

6. Order Confirmation/Cancellation and Refund Process

a) Appointment (Booking) confirmation

• After the User completes the booking and payment in accordance with the rules applicable to each service, the system records the transaction status as "confirmed" on the Platform.
• Appointment confirmation may be carried out by the Service Provider or through the system's automated mechanism, depending on the operating model in force at the time.

b) Cancellation of an appointment by the User

• Users may cancel an appointment through the appointment management function on the Platform. Cancellation is carried out in accordance with the policy applicable to each service as published on the Platform, including:
  • (i) Cancellation within the permitted period: the User may be refunded the full amount paid;
  • (ii) Cancellation outside the permitted period: the User may be refunded in part or receive no refund, depending on the applicable policy.
• Cancellation information is updated on the system and synchronised between the relevant parties, including the User, the Service Provider and Pebbles' administration system.
• Refunds (where applicable) are made through the intermediary payment service provider in accordance with that provider's rules and procedures.

c) Cancellation of an appointment by the Service Provider

• Service Providers may cancel an appointment where necessary and must comply with the policy published on the Platform.
• When cancelling, the Service Provider is responsible for:
  • (i) promptly notifying the User;
  • (ii) cooperating in handling the resulting obligations, including refunds (if any);
  • (iii) bearing the fees or sanctions (if applicable) under the Platform's policy.
• Refunds (where applicable) are made through the intermediary payment service provider in accordance with that provider's rules and procedures.

d) Cancellation of an appointment by Pebbles

• Pebbles has the right to cancel an appointment where necessary to safeguard the operation of the Platform, including but not limited to: (i) detection of signs of a breach of the rules; (ii) a technical incident; (iii) a request from a competent State authority.
• Cancellation in these cases is carried out on the administration system and is fully recorded, including the reason for cancellation and related information.
• Where a refund arises, it is made through the intermediary payment service provider in accordance with that provider's rules and procedures, based on the applicable policy and the specific outcome.