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FreeTime

Cancellation and Refund Policy

FreeTime LLC Marketplace

Effective date: July 15, 2026

This policy explains how cancellations, cancellation fees, and refunds work when you book a service on FreeTime. It is written to match exactly how the FreeTime app calculates any charge. This policy is incorporated into our Terms of Use (see Part B, Section B-3).

Our goal is simple: you should never pay to cancel until a provider is actually on the way to you, and even then, the fee is small, capped, and waived if the provider has not really left. Every booking has a booking fee, which is the flat marketplace fee shown at checkout. That booking fee is the ceiling for any cancellation fee described below.

1. Free to Cancel Before Your Provider Sets Out

You can cancel free of charge at any time before your provider is expected to set out to your location. There is no cancellation fee in any of these situations:

  • Before a provider has accepted your booking (while we are still finding or confirming a provider).
  • For a scheduled booking, at any time before the provider is due to depart. We time departure so the provider arrives right around your scheduled start, so cancelling well ahead of time is always free.

2. The 5-Minute Grace Window

Once your provider is expected to be on the way, there is a 5-minute free grace window. For an on-demand (ASAP) booking, this window begins right after a provider accepts. For a scheduled booking, it begins at the provider's departure time. If you cancel within those first 5 minutes, there is no cancellation fee.

3. After the Grace Window: $1 per Minute, Capped at the Booking Fee

If you cancel after the 5-minute grace window has passed and your provider is on the way, the cancellation fee is $1 for each minute past the grace window. This fee is always capped at the booking fee for your booking, so it can never exceed that amount. It does not keep growing beyond the booking fee no matter how much time passes.

For example, if you cancel 8 minutes after your provider was due to set out, that is 3 chargeable minutes past the 5-minute grace window, so the fee would be $3, unless your booking fee is lower, in which case the fee is limited to the booking fee.

4. Fee Waived if the Provider Has Not Actually Left

The cancellation fee exists to protect providers who are genuinely on their way. So if your provider should be en route but has not actually left their starting location, and more than 5 minutes have passed since they were due to depart, the cancellation fee is waived entirely. You should not pay a no-show-protection fee for a provider who is not on the way.

Whether a provider has departed is determined from location evidence tied to your booking. Small movements near the starting point (GPS jitter) do not count as departure.

5. Cancelling After the Service Has Started

If a service is already in progress and you end it early, the amount due has two parts:

  • Provider labor earned. The provider is paid for the time already worked, calculated from the hourly rate for your booking and the time on the clock.
  • Cancellation fee. As with an en-route cancellation, the first 5 minutes are free, and after that the fee is $1 per minute, capped at the booking fee.

Your total in this case is the provider labor earned plus any applicable cancellation fee.

6. If Your Provider Cancels

If a provider cancels or fails to perform a confirmed booking, you are not charged a cancellation fee. FreeTime may help you rebook, and any amounts collected for the affected service are refunded, consistent with FreeTime's role as the provider's limited payment-collection agent, as described in the Terms of Use.

7. Refunds

Where a refund is due, it is issued to your original payment method through our payment processor, Stripe. Refunds are typically processed promptly, though the time it takes for the funds to appear depends on your bank or card issuer. If you believe you were charged in error, contact us and we will review it.

8. Your Consumer Rights

Nothing in this policy limits any rights you may have under applicable consumer-protection law. If any part of this policy conflicts with a right you have under the law of your state, that law controls.

9. Questions

Contact us

If you have questions about a cancellation, a fee, or a refund, contact FreeTime LLC at legal@freetime.app or 521 Fifth Avenue, 17th Floor, New York, NY 10175.