Effective Date: 14 November 2026
Last Updated: 14 November 2026
Platform: RivServices
Website: https://services.rivservices.online
At RivServices, we understand that plans can change. Our Cancellation Policy establishes clear guidelines for customers and service providers when a booking needs to be cancelled, rescheduled or modified.
This policy is designed to promote fairness, transparency and accountability while protecting the interests of customers and service providers.
By making or accepting a booking through RivServices, users agree to comply with this policy and any additional cancellation conditions clearly disclosed for the relevant service.
Customers may request cancellation of a booking through the available platform features or by contacting the relevant service provider.
Customers are encouraged to cancel as early as possible to avoid unnecessary inconvenience to service providers.
The following general guidelines apply:
Before provider acceptance: A customer may withdraw a pending booking request without a cancellation charge, unless a clearly disclosed service-specific condition applies.
After provider acceptance: Customers should notify the provider promptly. Any applicable cancellation charge must have been disclosed before the booking was confirmed.
After service commencement: Cancellation may not entitle the customer to a full refund where the provider has already started delivering the service or incurred reasonable, non-recoverable costs.
After service completion: A completed service cannot ordinarily be cancelled, although a customer may raise a complaint where the service was not delivered as agreed.
Service providers are expected to honour accepted bookings and make reasonable efforts to deliver services as agreed.
Where a provider cannot fulfil a confirmed booking, the provider should:
Notify the customer as soon as reasonably possible.
Provide a clear explanation where appropriate.
Offer an alternative appointment where practical.
Cooperate with any applicable refund or cancellation process.
Repeated cancellations without reasonable justification may result in a review of the provider's account, restriction of booking privileges or other appropriate platform action.
Customers and providers may agree to reschedule a booking, subject to availability and the relevant service conditions.
Any change to the appointment date, time, location, scope or price should be communicated and agreed upon by the affected parties.
Where a booking is modified, the updated arrangement should be recorded through the platform where that functionality is available.
A late cancellation occurs when a customer or provider cancels a booking shortly before the agreed service time.
A service provider may have reasonable preparation, transport, scheduling or material costs associated with a booking.
Any late cancellation charge must:
Be clearly disclosed to the customer before booking confirmation.
Be reasonable and proportionate to the circumstances.
Reflect applicable law and the agreed service conditions.
Not be imposed retrospectively without an applicable contractual basis.
Where no cancellation charge was disclosed or agreed, customers should not automatically be assumed to owe one.
A no-show occurs when a customer or service provider fails to attend or fulfil a confirmed appointment without reasonable notice.
Where a customer fails to attend or make themselves reasonably available for an agreed appointment, the provider may report the incident through the available platform channels.
Any applicable charge must be based on cancellation conditions disclosed and accepted before confirmation.
Where a provider fails to attend a confirmed appointment without reasonable notice, the customer may report the incident and request assistance.
RivServices may review the complaint and take appropriate action under its platform rules.
Refund eligibility depends on the booking status, payment arrangement, service conditions and applicable laws.
Where a customer has made an advance payment, a refund may be considered in circumstances including:
The provider cancels and cannot offer an acceptable alternative.
The provider fails to deliver the agreed service.
A booking is cancelled under conditions that entitle the customer to a refund.
A payment is made in error or a duplicate transaction is confirmed.
A refund is otherwise required by applicable law.
Approved refunds will be processed through the applicable payment channel, subject to payment provider procedures and processing times.
Any non-refundable charges must have been clearly disclosed before payment and must be legally permissible.
