Cancellation & Refund Policy
Cancellation rules, refund timeframes, and dispute resolution
Cancellation & Refund Policy
Effective Date: January 13, 2026 Version: 1.0Overview
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.
Cancellation Timeframes & Client Refunds
72+ Hours Before Booking
Refund Amount: Full booking amount Platform Fee: Non-refundableThe 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-refundableThe 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-refundableNo 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-refundableIf the client does not appear at the scheduled time, no refund is issued. The uncle retains the full booking amount.
Uncle Cancellations
24+ Hours Before Booking
Refund to Client: Full refund (including platform fee) Uncle Status: Warning recordedThe 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 suspensionThe 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 terminationThe client receives a full refund plus HK$200 voucher. The uncle's account is permanently terminated and banned from the platform.
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
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-mandated area closures
- Public transportation complete shutdown
- Curfews affecting the booking time
- Medical emergency (proof required: hospital documentation)
- Death in immediate family (proof required: death certificate)
- Other extraordinary circumstances (reviewed case-by-case)
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)
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)
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)
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
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
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
Key Policies
Non-Transferable Bookings
Bookings cannot be transferred to another person. If circumstances change:
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
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 complexityChanges 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
End of Cancellation & Refund Policy Last Updated: January 13, 2026 | Version 1.0
Summary Table
| Scenario | Refund | Platform Fee | Notes |
| Client cancels 72+ hrs | Full amount | Non-refundable | No penalty |
| Client cancels 48–72 hrs | 50% | Non-refundable | 50% penalty |
| Client cancels <48 hrs | None | Non-refundable | Full charge retained |
| Client no-show | None | Non-refundable | Uncle keeps payment |
| Uncle cancels 24+ hrs | Full + fee | Refunded | Uncle warning |
| Uncle cancels <24 hrs | Full + fee + HK$100 | Refunded | 30-day suspension |
| Uncle no-show | Full + fee + HK$200 | Refunded | Permanent ban |
| Force majeure | Full + fee | Refunded | No penalties |