Cancellation Policy


Congratulations! If you are reading this page is because you have joined or are joining a marketplace created to reinvent the way people book services. We are confident that you will benefit a lot for being part of this community. This Cancellation Policy is designed to govern the service arrangements between providers (Providers), customers (Customers) and My Service Menu.

We are My Service Menu (“MYSM”, we, us, our) a company incorporated in the UK under the registration number 11024256. Our mission is to help Customers getting services done in the easiest way possible, while the best Providers get fairly rewarded for their talents. MYSM offers a secure environment for both Customers and Providers, and protects both sides from pre-booking to post- delivery.

MYSM operates an online platform (Platform or Website) that matches Providers (individuals or businesses) to Customers (individuals or businesses) orders. We want to ensure fair treatment to all Users, so the purpose of this Policy is to set rules that are as clear and balanced as possible. By using our Platform, you declare that you accept this Policy.

This document describes the agreement between the parties involved in any transaction carried out though our website (Platform) and ensures a transparent arm’s length relationship. This Policy and the use of our services (Services) are governed by English law. You agree that any dispute between you and us regarding this Policy will only be dealt with by the English courts.

The Services provided, and any activity carried out through our Platform and associated social media pages are also governed by this Policy. All individuals or companies that perform any activity through our Platform are considered users (Users). By signing up in our Platform or requesting a service through our Platform you agree with this Policy. Last update: October 2018.

Cancellation Charges

We believe in commitment and appreciate that people make plans based on confirmed appointments, therefore we highly discourage cancellations from both Providers and Customers. However, we recognise that sometimes circumstances change and unexpected events happen, so we have designed our cancellation policy to be as fair as possible for both sides.

In case of cancellation from Providers, Customers are able to choose between accepting a cover Provider (to be allocated on a best effort base), rescheduling or receiving a full refund. delivery.

The cancellation terms are the following for all Users:

  • No cost if the cancellation is informed up to 24 hours before the service start time;
  • Penalty of £5 if the cancellation is informed less than 24 hours before the service start time;
  • Penalty of £12 if the cancellation if informed 2 hours or less before the service start time;

No show or last-minute cancellation metrics may be disclosed in public profiles, and may result in account suspension if unjustified.

Refund Policy

  • No show or no response from Providers after the start of the job;
  • Poor quality of services delivered against request details and recorded discussions. If the quality is below standards agreed, Providers have right to two revisions/improvements in response to detailed feedback from the Customer before cancellation, refund or dispute can be triggered;
  • The Service provider lost a Dispute.

Customer and Provider may mutually agree on a refund for reasons other than the previous clause however authorization of such refunds will be subject to review by MYSM.

Refunds are only applicable to funds held by MYSM as Booking Deposit. The service payment is released to Providers after Customers’ confirmation of delivery, or in the next day in the absence of confirmation. In the absence of confirmation from Customers, the payment will be released to Providers the next day. Customers are responsible for confirming delivery or raising any issue or concern during or right after service delivery. Once the payment is released to Providers, refund is no longer possible.

Customers must avoid filing a dispute or reversing payment through their credit card holder, bank or PayPal. Attempts to seek a refund in this way would interfere in the application of these T&C, and may result in suspension of the User’s account.

Although we apply best efforts to allow access to the Platform only by reliable people, we acknowledge that sometimes behaviour can be unpredictable, and misunderstanding happens. Therefore, we recommend avoiding exposure of valuables in areas accessible during service delivery. If evidence suggests situations of theft or damage, the situation must be immediately reported to MYSM for investigation. In the presence of substantial proof, MYSM will support the parties to seek compensation as appropriate.

If the Provider does not respond to a Refund Request within three (3) working days (a “non- actioned” Refund Request) then MYSM may release the Booking Deposit automatically back to the Customer, and the Provider will lose the right to claim the payment. In case a Customer is entitled to get a refund, the funds may be deducted by transaction costs if applicable. The refund fee is waived in case the User is at fault for the refund.

MYSM will process approved (or non-actioned) refund requests back to the Customer's account subject to a review of the refund reason and circumstances to ensure that both parties have complied with the Terms & Conditions (T&C) and Policies. If MYSM reasonably believes that the parties have not complied with the T&C or Policies, or are seeking to avoid any such obligations, MYSM is not obliged to make the refund.

Changes to This T&C and the Platform

MYSM may change this Policy from time to time. We will do so always keeping our Users’ interests in mind! Your continued use of the Platform following any revision to this Agreement constitutes your complete and irrevocable acceptance of any and all such changes.

MYSM may change, modify, suspend or discontinue any aspect of the Platform at any time without notice or liability. MYSM may also impose limits on certain features or restrict your access to parts or all of the Service without notice or liability.

Contacting us

If you have any questions about these Terms and Conditions or about the website, please contact us by email at [email protected]