Cancellation Charges/Surge Charges

Refer this Doc for cancellation fee refund -- https://docs.google.com/document/d/1eH1wgEJlpMwnzFKHzdBFP31-TAn9z8hRhYk5uYK8kcM/edit#heading=h.sl5gujek4gj3 

If the customer is not eligible for cancellation fee refund in that case we need to manually refund the amount to the customer in the UC credits.

In case customer already paid the cancellation fee on the new booking then also we need to refund manually.

Note -- If the customer's fraud score id 75 or 100 in that case we need to discuss with UC client.

If a booking is cancelled/rescheduled before 3 hours of booking time then we don't charge any cancellation or reschedule fee from the customer.

If a booking is cancelled/rescheduled within 3 hours of booking time then we charge cancellation or reschedule fee from the customer.

No cancellation / rescheduled fee will be charges from the customer if the professional is not assigned irrespective of the cancellation or reschedule time.

If booking was made on a prepaid mode -check the payment dashboard.

Canned response - The amount of <Rs> will be refunded back within 5 - 7 bank working days . Expect the refund by [date].
 Note - ( Agent need to calculate 7 working days and mention the same)