Refund and Cancellation Policy

For Users

Before the Professional or Specialist Accepts Your Request

What happens if you cancel your booking request?

As soon as you book a professional or specialist, they are automatically sent a booking request, i.e., a notification that you want to use their services. They must accept or reject the request within a maximum of 6 hours.

In cases where the professional or specialist, for any reason, has not responded to the request received, you can cancel the booking request free of charge. Within a period of up to 7 days, you will be fully refunded the amount you paid at the time of booking.

Once the professional or specialist has accepted your request What happens if you cancel a service? If you cancel a service, the refund amount will be subject to the following deadlines:

Up to 24 hours before the start of the service:

Free cancellation

From 24 hours to 4 hours before the start of the service:

75% refund 

From 4 hours to 45 minutes before the start of the service:

50% refund

From 45 minutes before the start of the service:

30% refund

In the event that the service cannot be performed because the client does not have the necessary materials, does not show up for their appointment, or does not provide access to the specialist, as the case may be, the Cancellation Policy will apply as if the service had been canceled unjustifiably.

There are justified reasons for which the aforementioned cancellation policy does not apply. If you believe there is a justified reason to cancel your service, please write it in the text field that appears on the service cancellation screen so that the go Support Team can analyze it. If the go Support Team determines that the claim is justified, a refund will be issued for the service. This amount will be determined at the discretion of go, which acts as an independent mediator in the dispute.

It should be noted that the cancellation policy applies to both one-time and recurring services, with each service being treated as an independent one-time service.

JUSTIFIED CAUSES FOR CANCELLATION

There are reasons for justified cancellation of a service. This entails a refund of the full amount paid for the service. This applies to inappropriate conduct or activity on the part of the professional or specialist.

The reasons given will be analyzed by the go support team, who may request evidence for verification.

What happens if the professional or specialist cancels a service?

If the professional or specialist cancels the contracted service, we will refund the full amount. For recurring services, since payment is made weekly, you will receive the full amount for the canceled services that were paid, including the processing fees.

After receiving your service

Can I file a claim for the service?

You can file a claim for a service whenever you believe there is justified cause for a claim.

The following cases will be considered justified causes for a claim:

The specialist has not performed all or some of the services for which they were contracted.

The professional or specialist is not who they claim to be or does not have the skills shown in their profile.

The professional or specialist has not shown up for the service.

The professional or specialist has shown up late.

A problem has arisen during the provision of the service.

The service could not be performed.

The professional or specialist has suggested that you arrange payment for the service outside of the platform.

The result of the service received is very poor or has involved or generated any damage as a result of its provision.

Any other cases that the go support team deems appropriate.

The support team will analyze the cause of the claim as well as the facts described in it, requesting from both the client and the professional or specialist any explanations or evidence necessary to resolve the dispute. If the go support team determines that your claim is justified, a 100% refund of the service fee will be issued.

For professionals or specialists

Until you accept the service request

What happens if you reject a booking request?

Rejecting a request greatly reduces user trust in the platform. For this reason, if you fail to justify the rejection when rejecting a request, or if it is deemed that this justification is not included in the Reasons for Justified Rejection, a penalty will be applied that will result in a decrease in the visibility of your profile in search results. This directly negatively impacts the likelihood of future clients hiring your services.

It's important to note that, although there is a penalty for rejecting a booking request, there will be an even greater penalty for not responding to a request. Therefore, it's recommended that you reject the request as soon as you know you won't be able to perform a requested service.

When rejecting a request, you have the option to justify the rejection if you deem it appropriate. If you do so, this justification can:

Be accepted by the support team, in which case there will be no penalty for rejecting the request.

Be rejected by the support team, in which case your profile's visibility in search results will be reduced.

What happens if you don't respond to a request?

Failing to respond to a service request within the established 6-hour timeframe (i.e., allowing it to expire) not only reduces user confidence in the platform but also conveys an image of unprofessionalism.

For this reason, failing to respond to a request and allowing it to expire will result in a penalty that will result in a decrease in your profile's visibility in search results (even greater than that resulting from rejecting a request). This will directly negatively impact the possibility of future clients hiring your services.

Furthermore, if a professional or specialist repeatedly fails to respond to booking requests, go reserves the right to ban them from the platform indefinitely.

go asks that you reject the request as soon as you become aware that you will not be able to perform a service. Not only will this result in a smaller penalty to your visibility compared to not responding to the request, but it will also help ensure that trust within the community is not affected.

Once you've accepted the service

What happens if you cancel a service?

Service cancellations greatly reduce customer trust in the platform and in the professionals or specialists who provide services.

For this reason, if you don't justify the cancellation when canceling a service, or if it's considered that this justification isn't included in the Justified Reasons for Cancellation, a penalty will be applied that will result in a decrease in your profile's visibility in search results. This will directly negatively affect the likelihood of future clients hiring your services.

You should remember that, although there is a penalty for canceling a service, there will be an even greater penalty for not showing up for a service. Therefore, if for any reason you won't be able to attend the service, it's best to cancel it. The sooner you cancel the service, the lower the penalty will be.

It's important to note that if it becomes known that the service has been canceled to perform it externally to the platform and thus avoid the management fee, this will not only lead to a very serious decrease in the profile's visibility, but may also lead to immediate and permanent expulsion from the platform.

When canceling a service, you have the option to justify the cancellation if you deem it appropriate. If you do so, this justification may:

Be accepted by the support team, in which case there will be no penalty for canceling the service.

If it is not accepted by the support team, in which case your profile's visibility in search results will be reduced.

CAUSES FOR JUSTIFIED CANCELLATION

There are reasons for canceling a service that is justified. This means that the corresponding penalties for canceling a service will not apply. The reasons given will be reviewed by the go support team, who may request evidence for verification.

Possible Justified Causes for Cancellation are:

Death of the client, a direct family member, or a caregiver.

A sudden, unexpected event not caused by the person canceling the service that prevents it from being performed.

A serious, unexpected illness or injury that prevents the service from being performed.

Cancellation of transportation or unexpected events that prevent access to the service location.

There are indications that indicate a risk to the service or a justified fear of providing the service.

A client's request for services that the professional or specialist does not offer or services with sexual content, and this event was discovered after the reservation request was accepted.

Any other cases that the go support team deems appropriate.

For cases where the service is recurring, these reasons will only apply to those services affected by the causes previously described. All other canceled services will be subject to the cancellation policy.

What happens if you don't show up for a service?

Failing to show up for a service is one of the most serious violations a professional or specialist can commit on go.

Not only does it cause enormous harm to the client (by leaving little room for finding another solution), but it also greatly reduces clients' trust in the platform and in the professionals or specialists who provide services on it.

For this reason, if you don't show up for a service, a penalty will be applied that will result in a drastic decrease in the visibility of your profile in search results. This will directly negatively affect the possibility of future clients hiring your services.

At go, we ask that, as soon as you find out you won't be able to attend a service, you cancel the service as soon as possible. This not only means a smaller penalty to your visibility, but also helps to avoid affecting trust within the community.

What happens if the client cancels a service?

If the client cancels the contracted service, no penalty will be applied. Additionally, as compensation, you will be paid the following amounts, depending on the time at which the client canceled the service and provided they did not cancel for a justified reason:

Up to 24 hours before the start of the service: No payment will be made

From 24 hours to 4 hours before the start of the service: Compensation of 25% of the service amount

From 4 hours to 45 minutes before the start of the service: Compensation of 50% of the service amount

From 45 minutes to the start of the service: Compensation of 65% of the service amount

The compensated amount will be sent to your go balance.

For recurring services, the aforementioned cancellation policy will apply individually to each existing service.

DECALOGUE FOR PROFESSIONALS OR SPECIALISTS.

APPEAR ON TIME AND IN THE APPROPRIATE MANNER.

WEAR CLEAN, APPROPRIATE CLOTHING AND THE SAFETY EQUIPMENT NECESSARY FOR THE ACTIVITY.

DO NOT BE UNDER THE INFLUENCE OF PROHIBITED SUBSTANCES.

DO NOT CARRY WEAPONS OR PROHIBITED OR ILLEGAL SUBSTANCES.

ALWAYS PROVIDE THE BEST SERVICE AND ATTENTION TO CUSTOMERS.

DO NOT TAKE CUSTOMERS' PROPERTY.

MAINTAIN ORDER AND CLEANLINESS DURING AND AFTER THE ACTIVITY.

DO NOT DEAL WITH CUSTOMERS ON YOUR OWN BEHALF.

DO NOT MODIFY PRICES OR SPECIFICATIONS WITHIN THE PLATFORM FOR YOUR OWN BENEFIT.

HAVE THE NECESSARY EQUIPMENT AND MATERIALS IN OPTIMAL CONDITION TO PROVIDE THE SERVICES OFFERED.

Maintaining a bond of trust between clients, go, and professionals or specialists is essential on this platform, so any illegal, dishonest, or irresponsible activity will be punished.