Cancellation Policy

Thank you for using Sendhelper! It is our priority to ensure that you enjoy using our services. We appreciate that there could be times when you need to cancel a scheduled Household Service or Recurring Order.

By placing an order with Sendhelper, you agree to the terms set forth below along with Sendhelper’s Terms of Service and Privacy Policy. The capitalised terms used in this Cancellation Policy shall have the same meaning as in the Terms of Service.

Order for Household Services

You may cancel an order for scheduled Household Services through the Platform.

Where you cancel an order through the Platform, we will impose a cancellation charge of:

- SGD 25 for orders cancelled within 24 hours prior to commencement of the scheduled Household Service; or

- SGD 5 for orders cancelled more than 24 hours prior to commencement of scheduled Household Service.

In the event that a Service Partner is unable to fulfil your order for scheduled Household Services due to your unavailability at the time and place specified in your order, you shall be deemed to have cancelled such order with less than 24 hours’ notice prior to commencement of the scheduled Household Service, and a cancellation charge of SGD 25 will be imposed on you.

Cancellation charges will not apply to:

- any order for which no Service Partner has been engaged; and

- order cancellation by a Service Partner.

Where an order is cancelled by you or a Service Partner, we shall provide a refund of the Service Fee (if applicable) in the form of an equivalent value of SendPay Credits to your Sendhelper user account. The value of SendPay Credits added to your Sendhelper user account shall be net of any cancellation charges on the order, if applicable.

Subscription Order

For Customer who made Subscription Order before 17-Jul 2024

1. You may cancel a Subscription Order through the Platform prior to collection of payment for each renewed Cycle.
2. Cancellation charges will not apply to Subscription Orders, provided that cancellation is made prior to payment being collected for a renewed Cycle. For the avoidance of doubt, we will not provide a refund for your payment if you cancel a Recurring Order during a Cycle.
3. In the event that a Service Partner is unable to fulfil an individual session of your Subscription Order due to your unavailability at the time and place specified in your Subscription Order, such individual session shall be deemed to have been fulfilled under the Subscription Order and no refund or SendPay Credits will be added to your Sendhelper user account in respect of such individual session.

For Customer who make Subscription Order from 17-Jul 2024 onwards (Cleaning only)

1. Cancellation Within the First Cycle (4 Sessions): The customer will be charged the difference between the one-off rate and the subscription rate for the completed job sessions.
2. Cancellation After the First Cycle (4 Sessions): There will be no additional charges.

‍