Before provider confirmation
A customer may cancel without a platform cancellation charge before the provider confirms the booking. Any payment already collected for the cancelled scope will be returned through the original payment method, subject to normal processing time.
Free-cancellation window
The booking confirmation displays the exact free-cancellation window. Under the launch baseline, cancellation is free before provider confirmation or within 30 minutes of booking while no technician has been dispatched. The commercial snapshot stored with the booking controls if it is more favourable.
After confirmation
If the customer cancels after the free window but at least two hours before the appointment, only the platform fee disclosed at booking may remain payable. The service amount is not charged for work that was not performed.
Late cancellation and dispatch
For a cancellation within two hours of the appointment or after technician dispatch, the disclosed platform fee may be retained and provider compensation may apply. The launch baseline is 20% of the approved service amount capped at AED 50; the exact booking snapshot controls. The booking stops immediately, but BarqFix reviews and documents the charge before issuing a separate cancellation invoice.
After work starts
Once inspection, diagnosis or approved repair work has started, self-service cancellation is disabled. The customer should contact support so completed work, approved costs, safety, damage and warranty evidence can be reviewed before any financial decision.
Quotes and additional work
Rejecting a post-inspection quote does not create a charge for unapproved repair work. The agreed inspection or call-out fee, if clearly disclosed before booking, may still apply. Providers must obtain approval before adding parts or labour.
Provider cancellation and no-show
If the provider cancels or fails to attend within a reasonable confirmed window, the customer may choose rescheduling, another available provider or a refund of amounts collected for unperformed work. Repeated provider no-shows may lead to marketplace action.
Refund review
Refund requests involving completed work, damage, parts or warranty are reviewed using the booking timeline, approved quote, invoice, photos and provider response. Nothing in this policy limits mandatory remedies under applicable UAE consumer law.