BRYMA-P1-CANCEL · BRYMA-P1-CANCEL v1.0
Cancellation, Rescheduling, Access Failure and Refund Policy
Florida Phase 1 Local Launch · Customer Booking Policy
APPROVED — BRYMA-P1-CANCEL v1.0
This document was approved by Florida counsel and the Owner on September 6, 2026.
PILOT — NOT YET COUNSEL-APPROVED
The specific fees and time windows below are real proposed pilot defaults from the Owner's own planning, not amounts required by law. They are not final until the Owner confirms them (Owner Decision List item #14) and Florida counsel approves this document.
1. Application
This Policy applies to one-time Bryma residential-cleaning bookings paid through Stripe Checkout. It does not create a subscription.
| Event | Phase 1 pilot rule |
|---|---|
| Customer cancels 24 or more hours before service | Full refund to the original payment method. |
| Customer cancels less than 24 hours before service but before cleaner dispatch | 50% of the booked service price is retained as a late-cancellation fee; the remainder is refunded. |
| Customer reschedules 24 or more hours before service | One no-fee reschedule, subject to availability. |
| Customer reschedules less than 24 hours before service | 25% rescheduling fee, disclosed before the new appointment is confirmed. |
| No access / lockout after cleaner dispatch or arrival | Up to 100% of the booked service price may be retained when access was the customer’s responsibility and the rule was displayed at checkout. |
| Bryma cancels and cannot provide an acceptable reschedule | Full refund of the affected service. |
| Cleaner/service issue reported within 24 hours | Investigation followed by re-clean, credit, partial refund or full refund as appropriate. |
| Duplicate/incorrect charge | Correct and refund the verified error promptly. |
2. How to cancel or request a change
Use the cancellation link in the booking confirmation or the current email/telephone contact displayed on Bryma’s Contact page. A request is effective when Bryma’s system receives it. Include booking ID and contact information; never send card details.
3. Refund timing
Approved refunds are submitted to Stripe promptly. Bank/card posting time is controlled by the payment networks and financial institution. Bryma will provide the refund reference/status available from Stripe.
4. Charge disputes
Contact Bryma first when practical so it can investigate. Nothing restricts lawful card-dispute rights. Bryma may provide Stripe and the card network with booking, acceptance, access, service and communication records relevant to a dispute.
5. Nonwaivable rights
This Policy does not waive rights that cannot lawfully be waived and does not promise a remedy beyond the approved final version.