ABEL — Cancellation and Refund Policy

Version 2.2 · October 2026

ABEL Solutions Ltd, a company registered in Malta (company number [to be inserted])
Registered office: [to be inserted]
getabel.app · info@getabel.app

This policy forms part of the ABEL Terms and Conditions for Customers. Words defined there have the same meaning here.

1. Summary

Every cancellation fee is paid to the Provider in full. ABEL takes no commission on cancellation fees. A fee will never exceed the amount you actually paid for the Booking.

2. Customer Cancellations

2.1 Free cancellation window

You may cancel any confirmed Booking free of charge if you cancel more than 1 hour before the scheduled start time. The exact deadline is shown on your booking screen, with a countdown.

Flexible bookings. If you booked a flexible time window, you may also cancel free of charge for 1 hour after a Provider confirms the start time, provided the Provider has not started travelling. After that hour, the rules in this section apply as normal.

Requests nobody has accepted. Until a Provider accepts, you may cancel your request at any time free of charge. You are never charged for a request nobody accepted.

2.2 Late cancellation fees

The fee tier is determined by the Provider's status in the app at the moment you cancel. The app shows you the exact fee before you confirm the cancellation. A fee will never exceed the amount you actually paid for the Booking, whether by payment method or by Wallet Credit.

2.3 Worked example

A €80 cleaning booking scheduled for 14:00:

2.4 Why we charge these fees

When a Provider accepts your Booking, they reserve that time for you and turn down other work. A late cancellation costs them real earnings. The fee compensates them for that, and is paid to them in full — ABEL takes nothing from it.

2.5 How the fee is taken

The fee is taken from your Wallet Credit where you have enough, and otherwise charged to the payment method on your account. The remainder of what you paid is returned to your Wallet Credit.

2.6 Membership benefit

ABEL Plus and ABEL Pro members may cancel free of charge at any time up until the Provider begins travelling. Once the Provider has set off, the 50% and 75% tiers apply as normal, because at that point the Provider has genuinely incurred cost.

3. Provider Cancellations

3.1 If your Provider cancels

• Full refund of everything you paid — to your Wallet Credit so that you can rebook immediately, or to your original payment method if you ask us
• €5 Wallet Credit by way of apology
• We will try to find a replacement Provider if you want one
• Where the Provider cancelled without a genuine reason, they receive a warning strike

3.2 If nobody accepts your booking

A request stays open until 12 hours before the requested start (for a flexible request, the start of your earliest window) or, where that start is within 24 hours of your request, until 1 hour before it. If it is still open halfway to that point, we tell you and suggest other times when Providers are available.

If no Provider has accepted by then:

• The request is cancelled automatically
• You are not charged: any amount taken from your payment method is refunded to it (or the authorisation is released), and any Wallet Credit you used is returned to your Wallet Credit — automatically, without you having to ask
• You are notified by push notification and email

No fee is charged, because no Booking was ever formed.

3.3 Repeated Provider cancellations

Three strikes within 90 days place a Provider's account under review. We take reliability seriously — it is the core of the Platform.

4. Customer No-Shows

4.1 What counts as a no-show

If you are not present at the agreed location, and cannot be reached by phone or in-app message, for 10 minutes after the agreed start time, the Provider may report a no-show.

4.2 Evidence required

The Provider must submit a timestamped, location-stamped photograph through the app before a no-show can be reported. A report without evidence is not accepted.

4.3 The charge

• 75% of the Booking Total, paid to the Provider in full
• The Booking is closed

4.4 Disputing a no-show

Contact info@getabel.app within 24 hours with your explanation. We review the evidence, the Provider's arrival time and location, and the chat history. If the report was wrong, you receive a full refund and the Provider does not receive the fee.

4.5 Repeated no-shows

Three confirmed no-shows may result in your account being suspended.

5. Force Majeure and Genuine Emergencies

5.1 Where a Booking cannot go ahead because of an event outside either party's reasonable control — severe weather, flooding, a public emergency, a road closure, or a power or water failure at the property — the Booking is cancelled with no fee to either party and a full refund to you.

5.2 Where a Provider cannot attend because of genuine illness or emergency, and notifies us promptly, they will not receive a strike, and you receive a full refund plus the €5 credit under clause 3.1.

5.3 We may apply this clause on our own initiative — for example, by cancelling and refunding all outstanding Bookings during a severe weather warning.

6. Refunds

6.1 Form of refund

Refunds are issued as ABEL Wallet Credit, which can be spent on any future Booking. Wallet Credit has no cash value and cannot be paid out to a bank account.

Exceptions — refunded to your original payment method:

• where the law requires it
• where you withdraw from a Membership under your statutory 14-day right
• where a Provider cancels and you ask for the refund to go to your original payment method
• where no Provider accepts your request: the amount taken from your payment method is refunded to it automatically (clause 3.2)
• where you close your account and the credit represents money you actually paid (Terms, clause 8.3)
• where we agree otherwise

6.2 How to request a refund

1. Open the ABEL app
2. Go to the Booking
3. Tap "Something went wrong?"
4. Tell us what happened, and attach photographs if relevant

Or email info@getabel.app.

6.3 Deadline

Within 48 hours of the Service being completed or cancelled. Later requests may still be considered, but we may be unable to investigate properly.

6.4 How we investigate

We normally review: the before and after photographs, the in-app chat, the Provider's GPS timeline, the Provider's account of events, and any photographs you supply. We aim to decide within 5 working days.

6.5 The ABEL Guarantee

If a Service was not carried out to a reasonable standard, we will, at our discretion: arrange for the work to be put right at no cost to you, issue partial Wallet Credit, or issue a full refund.

The ABEL Guarantee is a voluntary commitment. It does not replace or limit your statutory rights — including your right to a remedy from the Provider if the Service was not performed with reasonable care and skill.

6.6 What we generally cannot refund

• A change of mind after a Service was properly completed
• A result you dislike where the work was competently done to what you booked
• Work that could not be completed because of inaccurate information you gave, or because access was not available
• Requests made long after completion, where evidence no longer exists

This list does not override your statutory rights.

6.7 Repeated or dishonest claims

We may decline refunds and suspend accounts where there is a pattern of claims that we reasonably consider dishonest.

7. Partial Completion

7.1 Where a Provider completes part of a job and cannot finish for reasons outside their control, you pay only for the part completed, assessed fairly, and the balance is refunded.

7.2 Where a Provider abandons a job without good reason, you receive a full refund and the Provider receives a strike.

8. Provider Lateness

8.1 A Provider who is running late must tell you through the app.

8.2 If a Provider arrives more than 30 minutes late without notice, you may cancel free of charge.

8.3 Where lateness has caused you genuine inconvenience, contact us — we may issue Wallet Credit as a goodwill gesture.

9. Chargebacks

Please contact info@getabel.app before disputing a charge with your bank. We resolve almost every issue faster than a chargeback, which typically takes 30–90 days. Raising a chargeback without contacting us first, where the charge was valid, may lead to suspension of your account and recovery of the amount, together with any fees charged to us.

10. Memberships

10.1 Cancelling. At any time in the app. Benefits continue until the end of the current paid period.

10.2 Free trial. Cancel before the trial ends and you are not charged. The date of your first charge is shown before you confirm.

10.3 Part periods. We do not refund part-periods, except where clause 10.4 or the law requires.

10.4 Statutory 14-day right. For a Membership bought at a distance, you may withdraw within 14 days of purchase. If you have used no benefit, you receive a full refund to your original payment method. If you asked us to start the Membership immediately and then withdraw, we may charge a proportionate amount for the period it was active and for any benefits already used. See clause 11.3 of the Terms.

11. Complaints

If you are unhappy with a decision under this policy:

1. Reply to our decision email, or write to info@getabel.app, setting out why
2. We review the decision afresh
3. We respond within 10 working days, with reasons

If we cannot resolve it, you may refer the matter to the Office for Consumer Affairs at the MCCAA or to the Consumer Claims Tribunal — mccaa.org.mt. Nothing in this policy prevents you from going to court.

12. Contact

ABEL Solutions Ltd [registered office address] Malta info@getabel.app · getabel.app/support

We aim to reply within 2 working hours, Monday to Friday, 09:00–18:00 (Malta time).