Policies

This reference covers the key policies that affect your operations on Rixa.

Cancellation Policy Configuration

You control how cancellations work for your business. Three fields are configurable at the business level:

• Free cancellation window (hours) — how long before the appointment a customer can cancel for free.
• Late cancellation penalty (%) — percentage of the service price charged when a customer cancels after the free window.
• No-show penalty (%) — percentage charged when a customer does not show up for their appointment. This is separate from the late cancellation penalty and is typically higher.

To set these values, go to Settings → Cancellation Policy tab. Enter the values that match how you run your business and save.

Once saved, the policy applies to every service on your profile and is visible to customers before they book. If a specific service needs stricter rules (for example bridal makeup or full-day packages), you can override the business default on the individual service — see the Service Setup guide.

Policy Snapshot at Booking

When a customer books, the active policy at that moment is locked to the booking. If you later change your cancellation rules, existing bookings continue to use the policy they were created under. Only new bookings pick up the updated values. This protects customers from rule changes after they have paid.

When You Cancel on a Customer

If you cancel a confirmed booking, the customer receives a full refund plus a compensation credit to their Rixa wallet. You also pay a platform penalty to Rixa. This penalty is set by Rixa and is not configurable by partners — it exists to protect the customer experience and to discourage provider-side cancellations. Plan your availability carefully to avoid these charges.

Auto-Cancellation

If you do not respond to a booking within 60 minutes, the system automatically cancels it and issues a full refund to the customer. This protects the customer experience and encourages timely responses. Keep your notifications enabled to avoid auto-cancellations.

Refund Responsibility

When you cancel a booking as the provider, the customer receives a full refund and a compensation credit. The refund amount is deducted from your wallet balance, along with the platform penalty. When a customer cancels within the free window, they receive a full refund that does not affect your earnings since payment had not been finalized.

KYC Requirements

Companies and Establishments

You need to provide a valid commercial registration, VAT certificate, and authorized signatory identification. All documents must be current and clearly legible.

Individual Freelancers

You need to provide a national ID or Iqama. Additional documentation may be requested depending on the type of services you offer.

Bank Account Requirements

To receive payouts, you must register a bank account with a valid IBAN. The account must be in the same name as your business registration or personal ID. Incorrect bank details will delay your payouts.