Cancellation Policy

1. Scope

This Cancellation Policy applies to bookings made through the Doora platform for residential and related services in the United States.

This policy explains when and how a booking may be cancelled. Refund eligibility is governed by Doora's separate Refund Policy.

2. Customer cancellations

Customers may cancel a booking at any time in the app before service completion.

Cancellation outcomes depend on timing relative to the scheduled service start time and any applicable exceptions.

3. Timing windows

More than 24 hours before scheduled service: cancellation is generally permitted without a late cancellation fee.

Between 2 and 24 hours before scheduled service: a late cancellation fee may apply.

Less than 2 hours before scheduled service: cancellation may be treated as a last-minute cancellation and higher fees may apply.

4. Arrival and no-show scenarios

If a service provider arrives and service cannot begin because of customer absence, denied access, unsafe conditions, or materially incorrect booking details, the booking may be treated as a customer no-show.

No-show treatment may affect fees and partner compensation under platform rules.

5. Partner cancellations

When a partner cancels an accepted booking, Doora may reassign the service, offer rescheduling options, and apply platform reliability actions to the partner account when appropriate.

Customer financial outcomes for partner cancellations are handled under the Refund Policy.

6. Rescheduling

Customers may request rescheduling through the platform. Availability is not guaranteed and may depend on partner capacity.

Rescheduling requests made near service time may be treated similarly to late cancellations for fee purposes.

7. Emergencies and severe weather

Doora may waive cancellation fees, in whole or in part, during severe weather, emergencies, or official government safety advisories.

Waiver decisions are made in Doora's reasonable discretion based on safety and operational conditions.

8. Policy updates

Doora may update this policy from time to time. Updated versions become effective as stated on this page.

For each booking, Doora may retain a policy snapshot for audit, support, and dispute resolution purposes.

9. Contact

Questions about this policy can be sent to:

Doora
Email: doora@doora-app.com
Address: 2040 Waterway Island Ln, Jacksonville Beach, FL 32250