Cancellation Policy
This policy explains when a booking can be cancelled, who can cancel it, and what happens next. It covers the booking itself — for how money is handled, see our Refund Policy.
1. The stages of a booking
A booking moves through clear stages: it is placed (pending), a professional accepts it, the professional travels to you (en route), they arrive and verify your Visit Shield PIN at your door, the work is carried out, and the booking is completed.
Whether a booking can still be cancelled — and by whom — depends on which of these stages it has reached. The app always shows you whether cancellation is currently available for that booking, so you never have to guess.
2. Cancellation by a customer
As a customer you can cancel a booking from the app while it is still pending, after it has been accepted, and while the professional is en route to you. You may optionally give a reason, which helps us understand and improve the marketplace.
Once the professional has arrived and verified your Visit Shield PIN at your door, the visit has effectively begun and the booking can no longer be cancelled in the app. At that point the professional has already travelled to you, and any discussion about the visit should happen directly with them.
You are never charged a platform fee for cancelling. DigiKaragir does not collect your Visit Charge and takes no commission from your booking, so there is no platform money to withhold.
3. Declining and cancelling by a professional
Before accepting, a professional may simply decline a booking request — for example if they are already on a job or the work is outside what they do. A declined request is not a cancellation, and the booking is released so another professional can take it.
After accepting, a professional may still need to cancel — while en route, or after arriving. In that case they must select a reason category, such as an emergency, a vehicle breakdown, a wrong or unreachable address, the customer being unreachable, or the job being outside their service area. Free-text reasons alone are not accepted.
Cancellations by professionals are recorded, including whether they had already begun travelling to you. Repeated or unjustified cancellations affect a professional's standing on the platform and may lead to suspension.
4. Cancellation charges
DigiKaragir does not currently levy any cancellation charge on customers or professionals for a cancelled booking.
Because a professional may have already travelled some distance to reach you, we ask customers to cancel as early as they reasonably can. If we ever introduce a late-cancellation charge, we will publish it on this page and make it visible in the app before it takes effect — it will never be applied retroactively or silently.
5. Scheduled bookings
Scheduled bookings can be cancelled under the same stage-based rules described above. Cancelling well before the scheduled slot is far better for everyone: the professional can take other work, and you free up a slot you were not going to use.
6. Rescheduling
The app does not currently move an existing booking to a new time. To change when a visit happens, cancel the booking while it is still cancellable and place a new one for the slot you want.
7. Provider Recharge is not a booking
A professional's Recharge — the time-bound visibility plan they buy from DigiKaragir — is a separate purchase and is not governed by this policy. Cancelling a booking never affects a Recharge, and Recharge refunds are covered by our Refund Policy.
8. Disputes and help
If you believe a booking was cancelled unfairly, raise a support ticket in the app or email support@digikaragir.com with your order reference. We review the recorded cancellation details, including who cancelled and at what stage.
If your concern is not resolved to your satisfaction, you can escalate it to our Grievance Officer at grievance@digikaragir.com.
Related policies
This page is provided for general information and does not constitute legal advice. For the authoritative policy that governs your use of the app, please refer to the version presented in the DigiKaragir mobile application.