General Principles & Definitions

• Service Start Date: For the purpose of calculating refund timelines, the "Service Start Date" shall be defined as the date on which the Cook first reports to the Customer’s premises following the payment of the Booking Amount.
• Active Booking: A booking is deemed "Active" only upon the successful receipt of the applicable Booking Amount by Cook Do Cook.
• Strict Adherence: Refunds shall be processed solely based on the payment plan selected by the Customer and the strict timing of the cancellation request as detailed below.

1. Customer Cancellation – Trial Period

The following policy shall apply to cancellations made by the customer during the trial period:

a) Cancellation before twelve (12) hours remaining to the scheduled Service Start Date (Including Trial Day):

• 100% refund of the service/subscription fee, and
• 100% refund of the booking amount paid.

b) Cancellation within twelve (12) hours prior to the scheduled Service Start Date (Including Trial Day), after cook assignment:

• 50% refund of the service/subscription fee, and
• 100% refund of the booking amount paid.

2. Customer Cancellation – Without Trial (Prior to Service Start)

The following policy shall apply to pre-commencement cancellations made by the customer for bookings without a trial period:

a) Cancellation before twelve (12) hours remaining to the scheduled Service Start Date:

• 100% refund of the service/subscription fee, and
• 100% refund of the booking amount paid.

b) Cancellation within twelve (12) hours prior to the scheduled Service Start Date, after cook assignment:

• 50% refund of the service/subscription fee, and
• 100% refund of the booking amount paid.

3. Customer Cancellation – After Service Commencement

If the Customer cancels the service after the Service Start Date, the following strict refund tiers apply based on the chosen payment plan:

Scenario A: Partial Payment Plan

• (a) Cancellation on or before the 3rd Day of Service:
  • Booking Amount: Refund applicable subject to a 30% deduction.
  • Subscription Fee: Refund of 50% of the paid fee.
• (b) Cancellation after the 3rd Day but on or before the 7th Day of Service:
  • Booking Amount: Refund applicable subject to a 60% deduction.
  • Subscription Fee: Nil (0%). The Subscription Fee is fully forfeited.
• (c) Cancellation after the 7th Day of Service:
  • NO REFUND of any kind (neither Booking Amount nor Subscription Fee) shall be granted.

Scenario B: Full Payment Plan (Upfront Payment)

• (a) Cancellation on or before the 3rd Day of Service:
  • Booking Amount: Refund applicable subject to a 15% deduction.
  • Subscription Fee: Refund of 50% of the paid fee.
• (b) Cancellation after the 3rd Day but on or before the 7th Day of Service:
  • Booking Amount: Refund applicable subject to a 30% deduction.
  • Subscription Fee: Nil (0%) The Subscription Fee is fully forfeited.
• (c) Cancellation after the 7th Day but on or before the 15th Day of Service:
  • Booking Amount: Refund applicable subject to a 50% deduction.
  • Subscription Fee: Nil (0%).
• (d) Cancellation after the 15th Day of Service:
  • NO REFUND shall be granted under any circumstances.

4. Failure to Assign Cook by Cook Do Cook

If Cook Do Cook is unable to assign a cook as promised for the booking:

• The customer shall receive a 100% refund of all amounts paid, including:
  • Service/subscription fee
  • Booking amount
  • Convenience fee

5. Cook No-Show After Assignment

If a cook has been assigned but does not arrive at the customer’s location as scheduled, the customer may choose either of the following options:

a) Cancellation with Refund: Upon customer request, the booking shall be cancelled and the customer shall be eligible for:

• 100% refund of the service/subscription fee, and
• 100% refund of the booking amount paid.

(The convenience fee shall not be refunded in this case).

b) Continuation of Booking: Alternatively, the booking may continue, and Cook Do Cook shall arrange to send the same cook or a replacement cook, subject to availability.

6. General Provisions on Refunds

• Non-Refundable Components (All Plans): Notwithstanding anything to the contrary contained in this Agreement (except as explicitly stated in Section 4 for Failure to Assign), Convenience Fees and Platform Access Fees are strictly non-refundable under all scenarios.
• Final Authority and Discretion: Cook Do Cook reserves the sole and absolute right to approve, partially approve, or reject any refund request based on the specific facts and circumstances of the case. The decision of Cook Do Cook regarding the eligibility for, and quantum of, any refund shall be final and binding on the Customer. The Customer hereby irrevocably waives any right to dispute such final decision in any forum.