This Cancellation Policy explains the rules for canceling bookings made through hand.tn.
Our goal is to ensure fairness between customers, service providers, and the platform.
Customers can cancel a booking free of charge up to 24 hours before the scheduled service time.
If the cancellation occurs less than 24 hours before, a 10% service fee may apply.
If the service provider is already on site or in transit, no refund will be issued.
Service providers are expected to honor all confirmed bookings.
If a provider cancels without valid reason or repeatedly cancels, this may result in:
Account warnings or temporary suspension
Loss of visibility or ranking on the platform
If the customer fails to be present or does not respond at the agreed time, the booking will be marked as “No-Show”, and the fee is non-refundable.
If the provider fails to appear, the customer will receive a full refund, and the provider may face penalties.
Approved refunds will be processed within 5–7 business days.
Refunds are issued using the same payment method used for the booking.
In case of illness, accident, or force majeure, customers or providers can contact support for a manual review.
Each case will be handled individually and fairly.
📧 support@hand.tn or via the in-app chat.
