Cancellation Policy

• “Booking” means a confirmed engagement of a Professional by a Customer for a defined Service Window.
• “Service Window” means the date, start time, and duration selected by the Customer and accepted by the Professional.
• “Start Time” means the scheduled beginning of the Service Window. All cancellation windows in this Policy are measured from the Start Time.
• “Total Amount” means the full amount charged for the Booking when it was confirmed, including any applicable taxes.

Cancellations must be made through the app so the time is recorded accurately. The controlling timestamp for every cancellation is the time it is received by Guardly’s servers, not the time you decided to cancel. Verbal, text, or off-platform cancellations are not valid and do not stop charges from accruing.

Because your card is charged when the Booking is confirmed, cancelling triggers an automatic refund. The refund amount depends only on how far before the Start Time you cancel:

• 24 hours or more before the Start Time: free cancellation — 100% of the Total Amount is refunded.
• Between 4 hours and 24 hours before the Start Time: a 25% cancellation fee applies; the remaining 75% is refunded.
• Less than 4 hours before the Start Time: a late-cancellation fee of 50% applies; the remaining 50% is refunded.
• After the Professional has arrived or the shift has started: the Booking can no longer be cancelled in the app. A 100% charge applies, and any adjustment must be requested through Help & Support.

These windows and percentages are the exact values enforced by Guardly’s systems at the moment your cancellation is received. Guardly may adjust them from time to time; the values shown on this page are always the ones currently in effect.

If a Professional cancels a Booking — at any time and for any reason — the Customer receives a 100% refund of the Total Amount. Repeated or last-minute Professional cancellations may result in penalties, suspension, or removal from the platform.

• Customer no-show (the Professional arrives and cannot reasonably access the location, or the Customer is unreachable): 100% of the Total Amount is charged. Contact Help & Support if you believe a no-show charge was applied in error.
• Professional no-show (fails to arrive without notice): 100% refund to the Customer.
• Late-departure protection: if a confirmed Professional has not departed for your location within a reasonable time of the Start Time, Guardly automatically treats the Booking as a Professional no-show and issues a full refund — no action is required from you.

The Professional has sole and final authority to suspend or end water activity when, in their professional judgment, conditions are unsafe (for example, the “30-30 rule” for lightning and thunder). Time spent enforcing a safety suspension is time the Professional remains on duty and is billable — clearing and monitoring the water IS the service being provided. Safety suspensions do not entitle the Customer to a refund. Any Customer who overrides, ignores, or pressures a Professional to disregard a safety decision assumes all resulting risk and may have the Booking terminated with full charge.

• Refunds are issued automatically to the original payment method at the moment of cancellation, in the amounts described in Section 3 or 4.
• Depending on your bank or card issuer, refunds typically appear within 5–10 business days.
• If an automatic refund cannot be processed, Guardly’s support team is alerted and will settle it manually.

If you believe a charge is incorrect, contact Guardly first through Help & Support before initiating a chargeback. Initiating a chargeback for charges that are valid under this Policy is a breach of these terms and may result in account suspension and recovery of the disputed amount and associated costs. You agree that this Policy, together with the Terms of Service, governs the resolution of any billing dispute.

Guardly may update this Policy — including the cancellation windows and fee percentages — from time to time. The values in effect at the time your cancellation is received govern that cancellation, and this page always reflects the current values. Continued use of Guardly after changes take effect constitutes acceptance of the revised Policy.

This Policy is governed by the laws of the jurisdiction in which the Service was provided, without regard to conflict-of-laws rules. If any provision is found unenforceable, the remaining provisions remain in full force and effect, and the unenforceable provision will be modified to the minimum extent necessary to make it enforceable while preserving its intent.

Questions about this Policy? Email us at hello@joinguardly.com or reach us any time through Help & Support in the app.