Effective Date: April 1, 2026
The cancellation and rescheduling windows for Customers and Service Providers, and what happens when a Booking is cancelled late or missed.
This Cancellation Policy explains how Customers and Service Providers may cancel or reschedule Bookings made through the Klenzaa Platform.
Customers may cancel a Booking at any time through the Platform.
If the Service Provider arrives at the Property and is unable to perform the Services due to the Customer's failure to provide timely access, the Booking may be treated as a Customer No-Show in accordance with this Policy and the Property Access Policy.
The Host Reliability Score is an internal platform metric used by Klenzaa to assess booking reliability and may be considered when determining booking privileges, Account standing, or other actions permitted under Klenzaa's policies.
Applicable fees, if any, will be displayed during the cancellation process.
For recurring Bookings, where eligible, Klenzaa may issue Platform Credits to the Customer's Klenzaa Wallet instead of providing a monetary refund. Such Credits may be used toward future Bookings, recurring Services, subscriptions, or other eligible Services available through the Platform, in accordance with Klenzaa's policies.
Service Providers should cancel a Booking as soon as reasonably possible if they are unable to perform the Services.
Service Providers may also cancel a Booking due to illness, emergencies, safety concerns, undisclosed pets, inaccurate Booking information, Property access issues, or other reasonable circumstances without penalty.
Where feasible, Klenzaa may assist the Customer in finding a replacement Service Provider.
Repeated late cancellations, critical cancellations, or no-shows may affect a Service Provider's standing on the Platform and may result in temporary restrictions, suspension, or termination of their Account.
Customers and Service Providers may request to reschedule a Booking through the Platform, subject to availability and mutual acceptance.
For recurring Bookings, eligible cancelled Services may, at Klenzaa's discretion, be rescheduled or converted into Platform Credits in the Customer's Klenzaa Wallet for future use, in accordance with this Policy, the Refund Policy, and the Klenzaa Wallet Policy.
A Customer may be considered a Customer No-Show if the Service Provider cannot access the Property after waiting fifteen (15) minutes beyond the scheduled service time due to the Customer's failure to provide timely access or accurate access information.
A Service Provider may be considered a Service Provider No-Show if they fail to attend a confirmed Booking without prior notice or a valid reason.
Customer No-Shows and Service Provider No-Shows may result in applicable fees, Platform Credits, refunds, account restrictions, suspension, or other action in accordance with Klenzaa's policies.
Cancellation fees may be waived where a cancellation results from illness, emergencies, severe weather, natural disasters, government restrictions, or other circumstances beyond a User's reasonable control.
Refunds, Platform Credits, or other resolutions relating to cancelled Bookings will be processed in accordance with the Refund Policy and, where applicable, the Klenzaa Wallet Policy.
Repeated cancellations, repeated rescheduling, Customer No-Shows, Service Provider No-Shows, fraudulent activity, or other misuse of the Platform may result in warnings, booking restrictions, temporary suspension, or termination of an Account in accordance with Klenzaa's Terms of Service and applicable policies.
Klenzaa may update this Policy from time to time. Continued use of the Platform after the effective date of any revised Policy constitutes acceptance of the updated Policy.
Klenzaa Inc.
Email: support@klenzaa.com
Website: www.klenzaa.com