Cancellation policy

This Cancellation Policy governs the cancellation of services contracted through the Comfity Platform. It forms an integral part of the Terms and Conditions.

1. Cancellations by the Family

Once the booking has been accepted by the Professional, refunds are applied according to when the Family cancels the service:

• Up to 24 hours before the service starts: 100% refund.
• Between 24 hours and 4 hours before the service starts: 75% refund.
• Between 4 hours and 45 minutes before the service starts: 50% refund.
• Less than 45 minutes before the service starts: 35% refund.

For recurring services (for example, a weekly cleaning), each individual service is treated independently for cancellation purposes.

2. Justified cancellation reasons

Certain circumstances justify a cancellation with full refund regardless of the schedule above. Comfity may consider the following — among others — as justified reasons, at its discretion:

• Death, severe illness or unexpected serious injury of the User or a direct family member in their care.
• Unforeseeable event, beyond the User's control, that prevents the service from being delivered.
• Cancellation of or serious incident affecting transport that prevents arrival at the service location.
• Reasonable indications that the safety of the service may be compromised.

Comfity may request the documents or evidence necessary to verify the cited reason.

3. Cancellations by the Professional

If it is the Professional who cancels an accepted service, the Family will receive a 100% refund of the amount paid. If they wish, Comfity may help find a replacement among available Professionals, without this implying any obligation or guarantee on Comfity's part.

4. No-show by the Family

If the Family is not present at the indicated address at the service time and does not respond to the Professional's reasonable contact attempts, the Professional may leave the location after a reasonable wait. In such cases, the Family will assume the full cost of the booked service.

5. Complaints

The Family may submit a complaint within 24 hours of the end of the service if they consider that the service has not been performed adequately. Comfity will analyse the complaint impartially and may, where appropriate, determine a total or partial refund of the service amount. This is a voluntary mediation activity; responsibility for the service delivery lies with the Professional.

6. Refund processing

Approved refunds are processed through the external payment service provider integrated into the Platform and are credited to the same payment method used by the Family, within a maximum of fourteen (14) calendar days from approval, without prejudice to the timeframes of the payment provider or the issuing bank.

7. Modifications

Comfity may update this Cancellation Policy. The version in force will always be the one published on the Website.