Service Booking Process

Last updated: 25 August 2026

1. Scope of Application

  • This procedure applies to all service transactions conducted through the Pebbles platform.
  • Pebbles is a platform connecting Service Users and Service Providers. Services are provided directly by Service Providers, not by Pebbles.

2. Booking and Appointment Confirmation

2.1. Process Overview

An appointment on Pebbles is divided into four stages, from the moment the User books a service until the transaction is completed. Each stage is identified by the appointment status recorded in the system and has its own corresponding operations.

StageStatus in the systemCorresponding operations
1. BookingStarts: The User selects a service.
Ends: The appointment is successfully created in the system.		DL-01: Payment
DL-02: Appointment creation
DL-03: Appointment confirmation
2. Preparation for service deliveryStarts: The appointment is successfully created.
Ends: The appointment start time is reached, or the appointment is cancelled.		CB-01: Rescheduling;
CB-02: Cancellation;
Response deadline exceeded;
Policies applicable before the service is performed.
3. Service deliveryStarts: The appointment start time is reached.
Ends: The service is completed or can no longer be performed.		Late arrival;
No-show;
Service cannot be performed;
Service completion;
Policies applicable during service delivery.
4. After service deliveryStarts: The service ends.
Ends: The transaction is completed in the system.		Service review;
Complaints;
Refunds (if any);
Reconciliation and payment to the Service Provider;
Transaction completion.

2.2. Key Timelines

StageMilestoneRule
1. BookingService Provider responds to the appointmentWithin 02 hours from receipt of the notification.
1. BookingService Provider proposes a new timeWithin 02 hours from receipt of the notification — the Service Provider is advised to propose the new time after reaching agreement with the User via Chat.
1. BookingUser responds to a rescheduling requestWithin 24 hours, but no later than 04 hours before the start of the new appointment (whichever comes first).
3. Service deliveryService completed15 minutes after the scheduled service end time.
3. Service deliveryTransaction completed24 hours after the scheduled service end time, with no feedback or complaint from either party. This is the milestone used to reconcile and calculate service fees payable to the Service Provider.
3. Service deliveryTransaction completedHandled by Pebbles' support team if a complaint is raised within 24 hours.
3. Service deliveryService reviewDisplayed the first time the User opens the platform after the service ends.

2.3. Service Booking Rules

  • The User selects the desired service and time.
  • The User completes payment so that the system can create the appointment and send it to the Service Provider. Pebbles does not accept cash payment to Service Providers; accordingly, no penalty fee is charged if the Service Provider cancels outside the prescribed time. This rule currently applies to single-session payments; package payments are described in detail under the Package Purchase Module.
  • The Service Provider confirms, proposes a new time, or rejects the appointment within 02 hours from receipt of the system's appointment notification.
  • Where the Service Provider proposes a new time: the User may accept or reject it. The User must respond within 24 hours, but no later than 04 hours before the start of the new appointment (whichever comes first).

3. Confirmed Appointments

3.1. An appointment is successfully confirmed when

  • The Service Provider confirms the appointment within 02 hours from receipt of the notification; or
  • The User accepts the new appointment time within the prescribed timeframe.

3.2. An appointment fails and Pebbles refunds the User when

  • The Service Provider does not respond to the appointment notification within 02 hours;
  • The Service Provider presses "Reject" upon receiving the appointment notification;
  • The User rejects the new time proposed by the Service Provider;
  • The User does not respond to the Service Provider's proposed new appointment time within the prescribed timeframe.

4. Booking Steps

To book a service online on Pebbles, the Service User follows the steps below:

Step 1: Register / Log in

  • The Service User visits the Pebbles website and selects "Sign up" (if new to Pebbles).
  • On the registration screen, the Service User may register using a phone number, a Google account, or an email address.

Step 2: Search for a service

  • After logging in, the Service User returns to the homepage and selects "Booking".
  • The Service User enters the desired service in the search bar at the top of the page, or browses services by Featured Categories.

Step 3: Review information and select a schedule

  • The Service User selects the desired service to view details of the service facility, the Service Provider's information, and the service price.
  • The Service User presses "View schedule" to see available working hours, select a time slot and the amount payable, then selects "Book Now" to proceed with the booking.

Step 4: Review the booking and make payment

  • The Service User reviews the appointment details and completes payment.
  • Once the booking is successful, the system displays a confirmation that the booking and payment were completed. The Service User may review their appointments under the "Booking" section.

Step 5: Service delivery

  • The service is performed directly between the User and the Service Provider in accordance with the confirmed content.

Step 6: Completion and service review

  • After the service is completed, the transaction status is updated in the system. The User may submit a review of and feedback on the service used.

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