1. Cancellation before confirmation
If a booking/payment request is cancelled before the caregiver or agency confirms the service, any eligible amount successfully collected by OppOm for that booking will be refunded, except amounts that are lawfully non-refundable and clearly disclosed before payment.
2. Cancellation after confirmation
- More than 24 hours before the scheduled service start: eligible service amounts may be refunded. Clearly disclosed third-party or already-incurred charges may be deducted where applicable.
- Within 24 hours of the scheduled service start: a cancellation charge may apply because the caregiver/agency time has been reserved. The exact applicable amount should be shown in the booking flow or communicated before confirmation.
- No-show or service already started: the amount may be non-refundable for the consumed/reserved portion, subject to applicable law and documented service circumstances.
3. Cancellation by caregiver, agency or OppOm
If the selected caregiver/agency becomes unavailable and a suitable alternative is not accepted by the customer, the affected prepaid service amount will be eligible for refund.
4. Failed or duplicate payments
If a payment is debited but the booking is not successfully created, OppOm will verify the transaction with the payment provider. Duplicate or confirmed failed-order payments will be reversed/refunded as applicable.
5. Refund processing timeline
Once a refund is approved, OppOm will normally initiate it to the original payment method within 5-7 business days. Banks, card networks or payment providers may require additional time to credit the amount after initiation.
6. How to request a cancellation or refund
Use the cancellation option in the app/web booking flow where available, or contact support@oppom.com with the registered phone/email, booking ID, payment ID and reason.
7. Disputes
If you believe a service was materially different from the confirmed booking, contact support promptly with relevant details. OppOm may request supporting information from both the user and caregiver/agency before determining the appropriate resolution.