Scope
This policy applies to cleaning bookings arranged through the SLY Group marketplace. It should be read with the Terms of Service and Privacy Policy. A displayed booking-specific rule controls if it expressly differs from this general policy and the participant accepted it before submitting the booking.
How to request a change or cancellation
Customers should use the booking page or customer portal to request cancellation or rescheduling. Professionals should use their professional portal and secure booking tools. A request is effective when it is recorded by the platform, not when a participant first decides to cancel.
SLY Group may review the request, preserve the reason and timestamp, notify both participants, and update the booking status. For safety concerns or an emergency, participants should contact appropriate emergency services first and then notify SLY Group.
Before a professional is assigned
A customer may cancel an unassigned booking request without a SLY Group cancellation fee. If SLY Group has collected payment for an unassigned booking that is cancelled, the amount collected for unperformed service will be eligible for refund, subject to any nonrefundable item that was clearly disclosed and lawfully charged.
After assignment and before work begins
A customer may request cancellation or rescheduling after a professional is assigned. SLY Group will notify the professional and review the booking status, timing, and any booking-specific rule. No automatic cancellation fee is collected during the current development stage.
If cancellation fees are introduced later, the amount or calculation, the deadline for fee-free cancellation, and any exceptions will be displayed before the customer submits the affected booking. A new fee will not be applied retroactively to an earlier booking.
Late cancellation, access problems, and no-shows
If a professional has travelled to the property or cannot begin because the customer is absent, access is unavailable, conditions are unsafe, or the booking information materially differs from what was submitted, the professional should document the issue in the secure booking record and contact SLY Group before leaving when reasonably possible.
SLY Group may review reasonable travel, reserved-time, or work costs. Any charge to the customer must be permitted by a booking-specific rule accepted before the booking, supported by the record, and allowed by applicable law. The current development-stage platform does not automatically impose such a charge.
Professional cancellation or replacement
A professional who cannot perform a booking must notify SLY Group promptly and must not transfer the booking to another person outside the platform. SLY Group may remove the professional and offer a replacement. When customer approval is required, the replacement does not become final until the customer accepts, except where immediate action is reasonably necessary for safety or legal compliance.
If no acceptable replacement is available, the customer may cancel. Any amount collected for service that was not performed will be eligible for refund, subject to applicable law and the payment record.
After work begins or is completed
Stopping a service after work begins does not automatically create a full refund. SLY Group may consider the work performed, agreed scope, documented condition, safety issues, participant communications, and any amount already paid or owed.
Concerns about incomplete, damaged, unsafe, or materially different work should first be reported in the secure conversation. If the participants cannot resolve the concern, either may open a formal booking dispute. SLY Group may pause the platform commission while reviewing the record.
Refund decisions
When payment collection is active, an approved refund may be full or partial depending on the unperformed service, the documented work, any valid disclosed fee, and the resolution of a dispute. Refunds will ordinarily be sent to the original payment method. A payment provider or financial institution may require additional processing time after SLY Group authorizes the refund.
SLY Group will not request a password or full payment-card number to issue a refund. A customer's rights with a card issuer or financial institution are not limited by this policy.
Recurring bookings
A request to cancel one appointment does not automatically cancel future recurring appointments unless the customer clearly requests that result and the platform confirms it. Cancelling future appointments does not cancel or refund a service already performed. The current development-stage platform does not automatically bill a recurring subscription.
Platform commission
A service refund and the platform commission are related but separate records. A formal dispute may pause the commission deadline. SLY Group may restart the deadline, reduce or waive the commission for a particular booking, or record another resolution consistent with the booking and platform rules. A decision for one booking does not automatically apply to another booking.
Non-waivable rights
Nothing in this policy limits cancellation, refund, billing-dispute, or other consumer rights that cannot lawfully be excluded or waived. If applicable law requires a different notice, cancellation period, or refund, SLY Group will follow that requirement.
Changes and contact
SLY Group may update this policy for future bookings. The current version and effective date will appear on this page, and a material change may require renewed acceptance. It will not be used to add a new cancellation fee retroactively.
Questions about a cancellation or refund should be submitted through the affected booking or sent to Slygroupllc@gmail.com. Include the SLY booking number, but do not email passwords or full payment-card numbers.