1. General Policy

For Customers

• Notice Period: Customers must cancel their appointments at least 24 hours before the scheduled time to avoid any charges.
• Late Cancellations: Cancellations made within 24 hours of the appointment will incur a cancellation fee of 50% of the service cost.
• No-Shows: If a customer does not show up for their appointment without prior notice, they will be charged 100% of the service cost.

For Merchants

• Notice Period: Merchants must cancel appointments at least 24 hours before the scheduled time to avoid inconveniencing customers.
• Late Cancellations: Cancellations made within 24 hours of the appointment should include a valid reason, and the customer should be informed immediately.

2. Refunds and Credits

For Customers

• Full Refund: If a customer cancels more than 24 hours before the appointment, they will receive a full refund or credit towards future services.
• Partial Refund: For late cancellations, customers will receive a refund minus the cancellation fee or a partial credit towards future services.
• No Refunds for No-Shows: No refunds will be issued for no-shows.

For Merchants

• Full Refund: Customers will receive a full refund or credit for future services if the merchant cancels the appointment.
• Compensation: If the cancellation causes significant inconvenience to the customer, merchants may offer additional compensation, such as a discount on future services.

3. Special Circumstances

For Customers

Emergency Cancellations: In the case of emergencies, customers should contact customer support as soon as possible. Each case will be reviewed individually, and exceptions may be made at the discretion of the merchant.

For Merchants

Emergency Cancellations: In the case of emergencies, merchants should notify customers as soon as possible and provide a valid reason. Each case will be handled individually, and customers should be offered rescheduling options or refunds.

4. Repeated Cancellations

For Customers

Frequent Cancellations: Customers who frequently cancel appointments may be required to provide a deposit for future bookings.

For Merchants

Monitoring: Merchants who frequently cancel appointments may face penalties or be required to provide additional customer assurances. Kimih will review the cancellation patterns of merchants to ensure compliance with the platform’s standards.

5. How to Cancel

For Customers

• Online: Customers can cancel their appointments through their Kimih account.
• Contact: Alternatively, customers can contact the merchant directly to cancel their appointments.

Additional Notes

• Platform Enforcement: Kimih reserves the right to enforce these policies and take action against customers or merchants who repeatedly violate the cancellation terms.
• Policy Updates: Both customers and merchants will be notified of any changes to the cancellation policy via email and platform notifications.

Contact Information

For any questions or concerns regarding these policies, please contact us at:

• Kimih Information Technology CO. L.L.C
• Email:info@kimih.com
• Registration no: 2361735
• Address: Office 43-44, Building of Dubai Municipality,
• United Arab Emirates