Cancellation, Refund, and Rescheduling Policy

This Policy governs cancellations, refunds, rescheduling, no-shows, access failures, and related adjustments for Urbanmount Services other than Pro-created Custom Offers. Custom Offers use their own accepted cancellation and refund terms.

The version identified in the Customer's Service Details and each affected Pro Work Order governs that Service. A later policy does not change an earlier booking.

1. Before a Pro accepts

If a Customer withdraws a booking before any Pro accepts the affected work, there is no Service cancellation fee. Urbanmount or the Store merchant will release the applicable payment authorization or refund an amount already collected through the original payment method.

2. Customer cancellation after a Pro accepts

After a Pro accepts the affected Work Order:

• a Customer cancellation more than 24 hours before the confirmed start has no cancellation fee;
• a Customer cancellation at or within 24 hours before the confirmed start may have a late-cancellation fee for each affected accepted Pro Work Order equal to the lesser of $150 or the remaining accepted price allocated to that Work Order; and
• a cancellation caused by a Pro or Store has no Customer cancellation fee.

The deadline is measured from the confirmed start or affected visit shown in the Service Details. Before the Customer confirms, the cancellation screen shows the affected work, any fee, the expected refund and tax adjustment, remaining work, and the policy that applies.

3. Services with multiple visits or Pros

Cancellation and refund amounts use the price accepted for each affected visit or Pro Work Order. When one cancellation affects more than one accepted Pro Work Order, Urbanmount calculates the same rule separately for each fee-eligible Work Order and shows the Customer the components and their combined total before confirmation. One Work Order does not consume another Work Order's $150 limit. Component amounts may differ only because the accepted allocated price, confirmed start, or remaining affected work differs—not because a Pro chooses an individual fee.

One Pro's cancellation does not automatically cancel another Pro's Work Order. The accepted dependencies and any change accepted by the affected parties control the remaining work.

4. Rescheduling

Movement within an arrival window the parties already accepted is handled under that window. A material change to a confirmed date, arrival commitment, price, scope, or dependency requires every affected party to accept the changed terms.

Neither Urbanmount nor a Pro has a general right to reschedule a binding time without the affected party's agreement. If the parties do not accept a proposed change, the existing terms continue unless the Service is cancelled under this Policy.

A repeated or late rescheduling request is not automatically a cancellation. It has that result only when the Service terms already accepted by the Customer clearly state that consequence and the Customer is shown the result before confirming.

5. Pro cancellation or nonperformance

If a Pro cancels, does not appear, loses eligibility, or cannot perform the Work Order, the Customer is not charged a Customer cancellation fee. Urbanmount may offer a replacement only through a truthful new or changed assignment. A replacement is not guaranteed, and a new Pro does not automatically take over another Pro's Work Order.

If no replacement is accepted, the Customer receives the applicable refund for the affected work. The Customer may keep unaffected parts of the Service if the combined Service can still reasonably continue.

6. Customer no-show or access failure

A Customer no-show or failure to provide safe and reasonably usable access may be treated as a Customer cancellation at the affected start only when the accepted Service Details disclose that result and the evidence supports Customer responsibility. For each affected accepted Pro Work Order, the amount kept cannot exceed the lesser of $150 or the remaining accepted price allocated to that Work Order.

Urbanmount considers arrival, communications, access instructions, wait time, safety, Store fulfillment, Pro conduct, and other relevant facts. A Store delay, Pro failure, Platform error, or another cause outside the Customer's control is not treated as Customer fault merely because work did not begin.

7. Who issues the refund

The merchant that collected the payment issues the Customer's refund to the original payment method.

• When Urbanmount collected the payment, Urbanmount calculates and sends the refund.
• When a Store collected the payment through Shopify or another Store payment system, the Store sends the refund. A signed Partner agreement and Store permission may allow Urbanmount to start a refund for the affected Urbanmount Service item.

A Store-payment refund started by Urbanmount is limited to the amount actually paid for the affected Service item and its related tax or adjustments. It does not include merchandise, shipping, unrelated discounts, gift cards, or other order items and cannot exceed the amount still refundable. If Urbanmount lacks permission to complete it, the refund remains pending Store action and Urbanmount will not state that it is complete.

8. Responsibility for the loss

The Customer's refund and responsibility for the underlying loss are separate questions.

• A valid Customer late cancellation uses the fee in Section 2.
• Pro-caused cancellation, fraud, breach, or nonperformance may reduce or reverse only the supported amount for that Pro's affected Work Order.
• Urbanmount is responsible for Urbanmount Platform or payment-system failures.
• A Store is responsible under its signed Partner agreement for failures the Store controls.
• The responsible merchant handles Customer payment fraud that is unrelated to Pro conduct.
• Mixed responsibility is divided based on the evidence and the accepted value of the affected work.

A refund never automatically debits a Pro merely because the refund occurred. No party may recover the same loss twice.

9. Transaction tax

A refund includes the required proportional adjustment to transaction tax and related tax records. Tax administration and responsibility for the underlying cancellation or failure are separate matters.

10. Payment disputes and chargebacks

A payment dispute does not replace this cancellation process. The merchant handles the applicable payment-dispute process and its deadlines. Urbanmount may preserve and provide relevant booking, agreement, Work Order, communication, attendance, completion, cancellation, and refund information.

Responsibility for the final loss depends on the documented cause, not simply on who was assigned to the Service. A Pro is not automatically debited merely because the Pro performed a disputed Service.

11. How to request help

To cancel, open the Service Details and choose Cancellation. Before the Customer confirms, Urbanmount shows the fee and refund that apply to that Service.

To request a schedule change, choose Reschedule Service. A rescheduling request is not an automatic change, and the current schedule remains in place unless the affected parties accept the change.

If either control is missing or does not work, email support@urban-mount.com promptly. Include the Service ID, the affected visit or work, the action requested, and when the Customer tried to use the control. Use the same address for an access failure, no-show disagreement, cancellation error, or refund-status question. Formal legal notices use legal@urban-mount.com.

Support guidance may explain this Policy but cannot create a fee, deadline, exception, or promise that was not part of the version accepted for the Service.