Last updated: 19 September 2026
Responsible company: Hylpers L.L.C-FZ. Contact: support@hylpers.com.
Which bookings this policy covers
This policy covers standard UAE service bookings through Hylpers. It should be read with the Hylpers UAE Terms & Conditions. Mandatory consumer and payment rights take priority. Optional promotional purchases are subject to the conditions disclosed at the time of purchase.
Cancel at least 12 hours before the start
A Service Seeker who cancels at least 12 hours before the scheduled start is not charged a Hylpers cancellation fee. The amount paid for the booking is refundable, including the Hylpers convenience fee and any applicable refundable tax, subject to the disclosed refund conditions and applicable law. Mandatory refund rights remain protected.
Late cancellation and Service Seeker no-show
If a Service Seeker cancels less than 12 hours before the scheduled start, or fails to attend or provide required access so the service cannot begin, a charge up to the full booking amount may apply where the disclosed conditions and applicable law permit.
Genuine emergencies, safety concerns, payment errors and other exceptional circumstances may be reviewed based on the available information and evidence.
A booking made less than 12 hours before its scheduled start may already fall within the late-cancellation period. Service Seekers should review the cancellation conditions before confirming such a booking. The scheduled local time shown for the booking is used to assess the cancellation timing.
Provider cancellation or service problems
If a Service Provider cancels, does not attend, arrives unreasonably late or materially fails to deliver the agreed service, the Service Seeker should report the issue promptly. Hylpers may review what was agreed, what was delivered and any relevant evidence to determine an appropriate full or partial refund.
A reschedule requires the agreement of the relevant parties.
Duplicate charges, payment errors and transactions relating to a booking that was never successfully confirmed should be reported promptly using the relevant transaction or booking reference.
A card payment authorisation may sometimes appear as a temporary hold rather than a completed charge. If an authorisation is released rather than refunded, the card issuer or financial institution determines when the held amount becomes available again.
How to request a cancellation or refund
- Use the cancellation or support controls associated with the booking in the Hylpers app where available. Keep the confirmation and timestamp.
- If the app is unavailable, the displayed booking status is incorrect, or the request concerns a payment issue, email support@hylpers.com with the subject “Refund or Cancellation Request”.
- Include your account contact information, booking reference, scheduled start date and time, and a clear explanation of the issue.
- Provide relevant evidence if reasonably requested. Do not send full card details, passwords or one-time codes through ordinary email or support messages.
Refund processing
Approved refunds normally return to the original payment method. Processing and posting times depend on the payment provider, card issuer, bank and other payment participants involved in the transaction.
Hylpers will communicate the refund decision, approved amount and available transaction or refund reference where applicable. Contact support@hylpers.com if the expected processing period communicated for your case has passed.
Any amount that is not refunded and the reason for retaining it should be explained to the user. This policy does not establish a fixed bank or card-issuer posting period and does not override any shorter refund deadline required by applicable law.
If you disagree
If you disagree with a refund, cancellation or payment decision, you may request further review under the Hylpers UAE Dispute Policy.
You retain any applicable right to contact your bank, card issuer, payment provider, consumer authority, regulator or a competent court.
Contact
For refund and cancellation assistance, contact Hylpers L.L.C-FZ at support@hylpers.com.
