NEMO Service App - Cancellation Policy

Effective Date: 1st January 2025

At NEMO, we strive to provide a seamless experience for our users, both in booking and managing services. We understand that sometimes plans change, and you may need to cancel or modify a service request. To ensure that cancellations are handled smoothly and fairly for both users and service providers, we have established the following cancellation policy:

1. How to Cancel a Service

To cancel a service booked through the NEMO app, follow these simple steps:

1. Open the NEMO app and navigate to your Bookings or My Orders section.
2. Select the service booking you wish to cancel.
3. Click on the Cancel button and follow the on-screen instructions.
4. Depending on the time of cancellation, you may be prompted to confirm whether you want a full refund, a partial refund, or if a cancellation fee applies.

2. Cancellation Timeframe and Fees

To accommodate both our users and service providers, NEMO has set the following cancellation guidelines:

• Free Cancellation: You may cancel your service booking without charge if the cancellation occurs at least 24 hours before the scheduled service time.
• Late Cancellations: If you cancel the service less than 24 hours before the scheduled service time, a cancellation fee of ₦[Amount] (or [X]% of the total service cost) will apply.
• No-Show or Last-Minute Cancellations: If you do not cancel your booking and fail to show up for the service, or if you cancel within [X] hours of the service time, you will be charged the full service fee.

  - Note: This is to ensure that our service providers are compensated for their time and preparation, and it also encourages fairness in the booking process.

3. Service Provider Cancellations

We understand that circumstances may also arise where the service provider needs to cancel. In this case:

• Service Provider Cancels More than 24 Hours Before the Service: If a service provider cancels the service booking more than 24 hours before the scheduled time, users will receive a full refund.
• Service Provider Cancels Less than 24 Hours Before the Service: If a service provider cancels less than 24 hours before the scheduled service, users will be offered an alternative provider, and if no suitable replacement is found, users will receive a full refund.
• Service Provider No-Show: If a service provider fails to show up without prior cancellation, the user will be entitled to a full refund and may be eligible for a complimentary rebooking with another provider.

4. Refund Process

Refunds will be processed according to the following guidelines:

• For Cancellations Eligible for Refund: Refunds will be processed to the original payment method within 5–7 business days.
• For Cancellations Ineligible for Refund: If a service falls under the non-refundable category, no refund will be issued.

5. How to Request a Refund

If you are entitled to a refund based on this cancellation policy, you can request it directly through the NEMO app by:

1. Going to the Bookings section and selecting the relevant service.
2. Clicking the Request Refund button or contacting NEMO support.
3. Providing the necessary details, including your reason for cancellation and any relevant information.

Our support team will review your request and process the refund as per the above guidelines.

6. Exceptions

In some cases, exceptions to this cancellation policy may apply. These include but are not limited to:

• Emergency Situations: If you need to cancel due to an emergency or unforeseen circumstances, please reach out to NEMO Support. We will do our best to accommodate you.
• Service-Specific Conditions: Certain services may have their own cancellation policies due to the nature of the work (e.g., special events, pre-purchased materials). Please check the terms of each service before booking.

7. Contact NEMO Support

If you have any questions about the cancellation policy, or if you need assistance with a cancellation or refund, please contact our customer support team at:

• Email: nemosupport@armsit.ng
• Phone: +23408031561116
• In-App Support: Go to Settings > Help & Support > Contact Us

By using the NEMO app, you agree to the terms of this Cancellation Policy. We encourage all users to read the full policy before making a service booking. We are committed to providing you with a positive experience, and our cancellation policy helps maintain fairness and reliability for both our users and service providers.

Key Points to Remember

• Free cancellations: 24 hours before the scheduled service.
• Late cancellations: A fee of ₦[Amount] applies if cancelled within 24 hours.
• No-Show/Last-Minute Cancellations: Full service fee charged.
• Service Provider Cancellations: Users get a full refund or alternative arrangements.