This Policy sets out the rules governing booking cancellations, refunds, and rescheduling through the Malmahi platform. It is designed to balance customer flexibility with protection of the Expert’s reserved time and actual costs incurred in fulfilling a booking.
This Policy forms part of Malmahi’s Terms and Conditions and does not limit any mandatory consumer rights available under the laws and regulations applicable in the Kingdom of Saudi Arabia.
1. Cancellation Before an Expert Accepts the Request
If the Customer cancels before any Expert accepts the request or before the booking is confirmed with an Expert:
- No cancellation fee applies.
- The full amount paid will be refunded.
- No travel fee will be charged.
The same applies if Malmahi is unable to find an available Expert to fulfil the request.
2. Customer Cancellation of a Scheduled Booking
For bookings made in advance, the following rules apply:
- More than 24 hours before the appointment
- Free cancellation and full refund
- Within the final 24 hours, before the Expert starts the trip
- 10% of the service price
- After the Expert starts the trip
- 15% of the service price + travel fee
- After the Expert arrives at the location
- 25% of the service price + travel fee
The modest charge within the final 24 hours is intended to protect the time reserved for the Expert and the difficulty of replacing a late-cancelled appointment.
Cancellation percentages are calculated on the service price only. The travel fee is separate and is charged only after the Expert has actually started travelling to the Customer’s location.
Where technically available, the Customer will be shown the cancellation amount and any applicable charges before confirming the cancellation.
3. Cancellation of an On-Demand Request
- Before an Expert accepts the request: free cancellation and full refund.
- After acceptance but before the Expert starts the trip: free cancellation.
- After the Expert starts the trip: 15% of the service price plus the travel fee.
- After the Expert arrives at the location: 25% of the service price plus the travel fee.
No cancellation fee is charged merely because an Expert accepted the request if the Expert has not started the trip.
4. Travel Fee
The travel fee is separate from the service price.
If the Customer cancels before the Expert starts the trip, the travel fee will be refunded in full. If the Expert has already started travelling to the Customer’s location and the Customer then cancels, the travel fee is non-refundable.
If the cancellation is caused by the Expert or by a Malmahi-related issue, the Customer will receive a full refund of the travel fee. Malmahi may rely on the trip-start and arrival status recorded within the platform and its verification mechanisms.
5. Customer No-Show or Inaccessibility
Once the Expert arrives at the location provided in the booking, the Customer must be available to receive the Expert.
If the Customer cannot be reached or access to the location is not possible, the Customer will be given a 15-minute waiting period from the arrival time recorded in the app.
If the waiting period expires without a response, or the service cannot be performed for reasons attributable to the Customer, the booking may be treated as a cancellation after arrival and 25% of the service price plus the full travel fee may be charged.
This also applies where a material error in the Customer’s location or address prevents the service from being performed, unless the issue is resolved without cancelling the booking.
6. Cancellation by the Expert
If the Expert cancels after accepting the booking and the cancellation is not caused by the Customer:
- The Customer will not be charged a cancellation fee.
- The Customer will receive a full refund of the service price.
- The full travel fee and any other amounts paid in connection with the booking will be refunded.
- Malmahi may attempt to provide a replacement Expert if the Customer agrees.
Repeated cancellations by Experts may be reviewed under Malmahi’s policies applicable to Experts.
7. Expert Delay
The Customer should be informed of an expected delay where reasonably possible.
If the Expert is more than 30 minutes late compared with the confirmed appointment time or the updated estimated arrival time shown in the app, the Customer may continue waiting or cancel without charge and receive a full refund.
This does not apply if the Customer expressly agrees to a new arrival time.
8. Rescheduling
A scheduled booking may be rescheduled subject to the Expert’s availability.
If the Customer requests rescheduling more than 24 hours before the appointment, the booking may be rescheduled without charge.
If rescheduling is requested within the final 24 hours, it is subject to the Expert’s availability and approval. Where the Expert agrees to the new time, Malmahi prefers rescheduling the booking rather than cancelling it and charging the Customer.
Once the Expert has started the trip, rescheduling is not automatically available and the rules for cancellation after trip start will apply. If rescheduling is caused by the Expert or by Malmahi, the Customer will not be charged.
9. Cancellation After the Service Has Started
Once performance of the service has begun, the booking is no longer treated as a normal cancellation.
- The value of the portion already performed remains payable.
- The travel fee remains fully payable.
- The value of any unperformed portion may be refunded where it can be clearly separated and calculated.
If the service is stopped because of a performance issue or dispute about service quality, the matter will be reviewed through Malmahi’s complaint and dispute-resolution process before any refund amount is determined. Malmahi may rely on the service-start time recorded and verified in the app.
10. Multiple Services in One Booking
If a booking includes multiple services and only some are performed, the amount payable will be calculated for the services actually performed, and the value of services not started will be reviewed for refund. A problem affecting one service does not necessarily entitle the Customer to a refund for other services that were properly performed.
11. Special Requests
Special requests for which the Expert provides a custom price are subject to the same cancellation and refund rules in this Policy unless specific terms are shown to the Customer before payment.
If a special request requires the purchase of specific materials or supplies at the Customer’s request, their cost must be disclosed and approved by the Customer before purchase.
If customised materials have been purchased and cannot reasonably be returned or reused, their actual verified cost may be deducted from the refund. This does not include ordinary materials or supplies normally used by the Expert in providing services.
12. Circumstances for a Full Refund
- The Expert cancels for a reason not attributable to the Customer.
- No Expert can be provided after payment has been completed.
- The Expert does not attend.
- The delay exceeds the period stated in this Policy and the Customer elects to cancel.
- A technical failure or Malmahi-related error prevents performance of the booking.
- An amount is charged in error.
- Any other circumstance in which applicable law requires a refund.
13. Partial Refunds
- Only part of the booked services has been performed.
- The Customer cancels a scheduled booking within the final 24 hours.
- The Expert has started the trip.
- Approved special materials were purchased and cannot be returned or reasonably reused.
- An amount remains payable for a portion of the service that was actually performed.
The Customer will be informed of the refund amount and any amounts deducted.
14. Refund Method
Refunds will generally be returned to the original payment method used for the transaction.
Once approved, Malmahi will initiate refund processing within no more than 3 business days on the platform side. The time for the funds to appear in the Customer’s account may be longer and depends on the payment service provider or issuing bank.
Where the feature is available, the app may display statuses such as “Refund in progress” and “Refund completed”.
15. Force Majeure and Exceptional Circumstances
If the service cannot be performed because of circumstances beyond the parties’ control, such as severe weather, road closures, emergencies, or similar events, Malmahi will seek a fair solution, which may include rescheduling without charge or refunding the amount due according to the status of the booking.
No punitive cancellation fee will be imposed where it is established that non-performance resulted directly from circumstances beyond the relevant party’s reasonable control.
16. Misuse of Cancellation or Rescheduling
Malmahi may review accounts that show an unusual or repeated pattern of bookings followed by cancellations, or misuse of the refund or rescheduling process. This does not affect the Customer’s statutory rights or the right to submit a complaint or dispute a transaction.
17. Disputing a Cancellation Charge
If the Customer believes that a cancellation charge or deduction has been applied incorrectly, the Customer may contact Malmahi Support and request a review.
The review may consider booking data available on the platform, including acceptance time, cancellation time, trip status, arrival time, service-start status, and relevant communication records. If an error is confirmed, the transaction will be corrected and any amount due will be refunded.
18. Statutory Rights
This Policy is not intended to restrict or exclude any mandatory consumer right available under the laws and regulations applicable in the Kingdom of Saudi Arabia. If any provision of this Policy conflicts with a mandatory legal requirement, the mandatory requirement will prevail.
19. Policy Updates
Malmahi may update this Policy where necessary for operational or legal reasons. The version in force when the booking is created will apply to that booking unless a later change is more favourable to the Customer or is required by applicable law.