Kepsten Inc — Cancellation Policy (Customer Agreement)

This Cancellation Policy (“Policy”) forms part of the agreement between the customer (“Customer”) and Kepsten Inc(“Company”). By placing a booking through the Company’s platform, the Customer acknowledges and agrees to the terms outlined below.

1. Nature of the Platform

Kepsten Inc is a platform that connects Customers with professional service providers (“Service Providers”). Service Providers are not employees or agents of Kepsten Inc. Each Service Provider operates independently in performing their services, while Kepsten Inc facilitates scheduling, communication, and secure payment processing.

2. Customer Cancellations

2.1 Free Cancellation (24 Hours or More)

Customers may cancel a scheduled booking at no charge if the cancellation request is submitted 24 hours or morebefore the scheduled service time.

2.2 Late Cancellations (Less Than 24 Hours)

If a Customer cancels a booking less than 24 hours before the scheduled service time, a $30 late cancellation fee will be charged.

2.3 No-Show

If the Customer is unreachable, unavailable, or does not provide access at the scheduled service time, this will be considered a no-show, and the $30 cancellation fee will apply.

2.4 Material Costs for Specialized Services

For services requiring materials—such as plumbing, electrical work, handyman tasks, or any service requiring parts—the Customer is responsible for the cost of any materials purchased specifically for their appointment if:

1. The booking is cancelled within the 24-hour window; or
2. The Customer does not show up at the scheduled time.

Material costs will be billed at the actual cost incurred by the Service Provider. Itemized details or receipts are available upon request.

3. Rescheduling

3.1 Free Rescheduling

Rescheduling is free of cost.

3.2 Rescheduling Time Requirements

To qualify for free rescheduling:

1. The Customer must submit the rescheduling request at least 3–4 hours before the scheduled service time, or
2. The request must be submitted before the Service Provider leaves their location to travel to the job site.

3.3 Late Rescheduling

If a rescheduling request is made after the Service Provider has already departed or within 3–4 hours of the scheduled service time, Kepsten Inc may apply the $30 cancellation fee, as the time slot has already been reserved.

4. Company-Initiated Cancellations

4.1 Rescheduling by the Company

If Kepsten Inc or the assigned Service Provider must cancel or reschedule due to unforeseen circumstances, the Company will notify the Customer as soon as possible and provide alternative appointment options.

4.2 Customer Declines Reschedule

If the Customer chooses not to reschedule, any prepaid amounts will be refunded in full, minus a $3 processing and refund administration charge.

Refunds are processed within 3–5 business days, depending on the Customer’s bank or payment provider.

5. Payment Processing and Pre-Authorization

5.1 Payment Timing

Customers are not charged upfront for services. Payment is processed after the service is completed, once the Service Provider submits the final invoice.

5.2 Pre-Authorization

Kepsten Inc may place a temporary pre-authorization hold on the Customer’s payment method to verify its validity.

A pre-authorization is not a charge, and funds are not collected during this hold.

If cancellation fees or material charges apply under this Policy, the applicable amounts may be captured from the authorized payment method.

6. Refunds

1. Refunds are issued to the same payment method used at booking.
2. Refunds are processed within 3–5 business days.
3. The $3 processing charge (if applicable under Section 4.2) is non-refundable.

7. Emergencies and Exceptions

Kepsten Inc understands that emergencies may occur. In exceptional cases—such as serious illness, accidents, or verified unavoidable circumstances—Kepsten Inc may, at its discretion, waive cancellation fees or material costs. Documentation may be required.

8. Communication Requirements

All cancellation or rescheduling requests must be submitted through Kepsten Inc’s official channels (website, app, email, or customer support line). Time stamps of received requests determine eligibility under this Policy.

9. Acceptance of Terms

By booking a service through Kepsten Inc, the Customer confirms that they have read, understood, and agreed to this Cancellation Policy.

10. Policy Changes

Kepsten Inc reserves the right to modify or update this Policy at any time. Updated versions will be posted on the Company’s website and will apply to future bookings.