Cancellation & Refund Policy

Effective Date: January 13, 2026
Version: 1.0

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Overview

This policy outlines the cancellation and refund procedures for bookings on the Uncle Rental platform. It is designed to protect both clients and uncles while ensuring fair treatment in all cancellation scenarios.

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Cancellation Timeframes & Client Refunds

72+ Hours Before Booking

Refund Amount: Full booking amount
Platform Fee: Non-refundable

The client receives a full refund of the booking amount. The 10% platform service fee is retained by Uncle Rental.

Example:

• Booking amount: HK$400
• Client pays: HK$440 (HK$400 + 10% fee)
• Client receives: HK$400 refund
• Platform retains: HK$40

48–72 Hours Before Booking

Refund Amount: 50% of booking amount
Platform Fee: Non-refundable

The client receives 50% of the booking amount as refund. The platform fee is not refunded.

Example:

• Booking amount: HK$400
• Client pays: HK$440
• Client receives: HK$200 refund
• Platform retains: HK$240

Less Than 48 Hours Before Booking

Refund Amount: None
Platform Fee: Non-refundable

No refund is provided for cancellations within 48 hours of the scheduled booking.

Example:

• Booking amount: HK$400
• Client pays: HK$440
• Client receives: HK$0 refund
• Platform retains: HK$440

Client No-Show

Refund Amount: None
Platform Fee: Non-refundable

If the client does not appear at the scheduled time, no refund is issued. The uncle retains the full booking amount.

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Uncle Cancellations

24+ Hours Before Booking

Refund to Client: Full refund (including platform fee)
Uncle Status: Warning recorded

The client receives a complete refund of all amounts paid. The uncle receives a warning on their account record.

Consequence: Multiple cancellations may affect the uncle's standing on the platform.

Less Than 24 Hours Before Booking

Refund to Client: Full refund + HK$100 platform voucher
Uncle Status: 30-day account suspension

The client receives a full refund plus an additional HK$100 voucher for future bookings. The uncle's account is suspended for 30 days and unable to accept new bookings.

Uncle No-Show

Refund to Client: Full refund + HK$200 platform voucher
Uncle Status: Permanent account termination

The client receives a full refund plus HK$200 voucher. The uncle's account is permanently terminated and banned from the platform.

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Platform Fee Policy

When Platform Fees Are Non-Refundable

The 10% platform service fee is non-refundable except in force majeure circumstances. This fee covers:

• Booking facilitation and payment processing
• Platform maintenance and support
• Secure transaction handling
• Dispute resolution services

When Platform Fees Are Refundable

Platform fees are refunded only when:

• Uncle initiates cancellation (24+ hours notice)
• Uncle no-shows on booking
• Force majeure event occurs

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Force Majeure Exceptions

Full refund including platform fee is provided for events beyond the control of either party:

Weather Events

• Typhoon Signal 8 or higher in effect during booking time
• Black Rainstorm Warning in effect during booking time

Government Actions

• Government-mandated area closures
• Public transportation complete shutdown
• Curfews affecting the booking time

Emergency Situations

• Medical emergency (proof required: hospital documentation)
• Death in immediate family (proof required: death certificate)
• Other extraordinary circumstances (reviewed case-by-case)

No Penalty: Neither party incurs penalties for force majeure cancellations.

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Special Circumstances

Uncle Rental may approve refunds outside standard policy for extraordinary situations.

Eligible Circumstances:

For Clients:

• Serious illness or hospitalization (medical documentation required)
• Death in immediate family (death certificate required)
• Unexpected emergency preventing participation (evidence required)

For Uncles:

• Hospitalization before booking (medical documentation required)
• Serious accident (police or medical report required)
• Family emergency requiring immediate attention (evidence required)

Process:

1. Contact support@unclerental.com within 48 hours
2. Provide explanation and relevant documentation
3. Submit for review (response within 3–5 business days)
4. Platform decision is final

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Refund Processing

Timeline

• Approval: Immediate (if meets standard criteria)
• Processing: 5–10 business days
• Bank Processing: 5–7 additional business days (varies by bank)
• Total Time: 10–17 business days

Method

• Refunds are issued to the original payment method only
• Cannot be transferred to a different card or account
• Cannot be issued as cash or platform credit

Payment Processor Fees

Stripe processing fees (approximately 2.9% + HK$2.35 per transaction) are non-refundable. These fees are retained by the payment processor, not Uncle Rental.

Example:

• Original payment: HK$440
• Stripe processing fee: ~HK$15
• Refund issued: HK$425 (Stripe fee retained)

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Dispute Resolution

Filing a Dispute

Clients may dispute charges related to service quality or booking issues.

Requirements:

• Dispute filed within 48 hours of booking end time
• Clear description of the issue
• Supporting evidence (screenshots, messages, photos)

Process:

1. Submit dispute via app: My Bookings → Select Booking → File Dispute
2. Provide detailed explanation and evidence
3. Platform reviews claim (5 business days)
4. Both parties may submit additional information
5. Platform issues final decision

Possible Outcomes

• Full Refund: Service not delivered or severely deficient
• Partial Refund: Service partially delivered or quality issues
• No Refund: Service delivered as agreed upon
• Action Against Uncle: Suspension or termination for violation

Final Decision: Platform decisions are binding and non-appealable.

Preventing Dispute Abuse

• Multiple disputes from same client are flagged for review
• False disputes may result in account warning or suspension
• Repeated abuse leads to permanent account termination

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Booking Modifications

Mutually Agreed Changes

If both client and uncle agree to modify a booking:

• 72+ hours before original time: No cancellation penalty; changes made at new agreed rate
• Less than 72 hours: Cancellation fees apply to original booking; new booking made at new rate

Client-Requested Changes

If only the client requests changes:

• Uncle may accept or decline the modification
• If uncle declines, standard cancellation policy applies
• If uncle accepts, same fee structure as above applies

Uncle-Initiated Changes

If uncle proposes changes:

• Client may accept or decline
• If client declines, uncle must cancel and client receives full refund
• If client accepts, new terms agreed upon

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Key Policies

Non-Transferable Bookings

Bookings cannot be transferred to another person. If circumstances change:

1. Cancel original booking (cancellation policy applies)
2. Rebook with correct person through normal process

Multiple Cancellations

Clients who cancel more than 3 bookings per month may:

• Have account reviewed for cancellation abuse
• Face payment requirements before booking confirmation
• Experience booking limitations or suspension

Pattern of Late Cancellations

Clients with repeated late cancellations (within 48 hours) may:

• Be required to provide deposits or prepayment
• Have booking quantity restrictions
• Face potential account suspension

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Contact & Support

General Support
Email: support@uncle-long-legs.com

Refund Questions
Email: payments@unclerental.com

Dispute Submission
Via app: My Bookings → File Dispute
Email: disputes@unclerental.com

Response Time: 1–5 business days depending on issue complexity

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Changes to This Policy

Uncle Rental reserves the right to update this policy.

Notification: 30 days advance notice via email and in-app announcement

Applicability:

• Existing bookings: Old policy applies
• Future bookings: New policy applies

Continued Use: Using the platform after policy changes constitutes acceptance of updated terms.

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End of Cancellation & Refund Policy

Last Updated: January 13, 2026 | Version 1.0

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Summary Table