Refund & Cancellation Policy

1. Scope of This Policy

This Refund and Cancellation Policy covers two kinds of payment. Sections 2 to 7 apply to subscription fees that Professionals pay AbsQueue for our platform and its paid features. Section 8 applies to bookings that Customers pay for through AbsQueue, which is available only with Professionals in Singapore who have switched in-app payments on. Most customers still pay their Professional directly at the appointment, for example in cash or by PayNow. AbsQueue takes no part in those payments, and any refund of them is a matter between the customer and the professional.

2. Your Subscription

Professionals may subscribe to a paid monthly plan to access premium features. Each paid plan:

• Is billed monthly and renews automatically each month until you cancel
• Continues for the full month you have paid for
• Is non-refundable once the billing month has begun, except as set out in section 4

The price of each plan is shown before you subscribe. If we change the price of a plan, we will give you at least 30 days' notice before the change applies to your subscription. You can view your current plan and billing details in your dashboard at any time.

3. Cancelling Your Subscription

You can cancel your subscription at any time. To cancel, either:

• Open your dashboard and select the option to cancel your plan, or
• Email us at [email protected] from your account email address, asking to cancel

Cancellation stops any future billing. Your access to paid features continues until the end of the month you have already paid for, after which your account returns to the free tier. We will not charge you again once you have cancelled.

4. Refund Eligibility

Monthly subscription fees are non-refundable once a billing month has started. This means we do not refund the unused part of a month if you cancel partway through it.

We will, however, refund the current month's fee in full in any of the following cases:

• Billing error. We charged you incorrectly, for example by charging you twice for the same month.
• Duplicate charge. Your subscription was set up or charged more than once in error.
• Unauthorised transaction. A charge was made without your authorisation.

To request a refund in any of these cases, email [email protected] with your account email address, a short description of the issue, and where possible a screenshot of the charge from your bank or card statement.

We do not provide refunds for reasons such as not using the platform during a paid month, or changing your mind after a renewal. You can cancel at any time to avoid being billed for the following month.

5. How Refunds Are Processed

All subscription refunds are handled by AbsQueue directly.

Once a refund is approved, we return it to your original payment method within 5 to 10 business days. Depending on your bank or card issuer, it may take a further 1 to 3 business days for the refunded amount to appear in your account.

6. Chargebacks and Payment Disputes

If you believe a charge is incorrect, please contact us first at [email protected] so that we can look into it and resolve it directly with you. In most cases we can sort out a billing issue quickly.

If a chargeback is raised with your bank or card issuer, we may suspend your account until the matter is resolved.

7. Plan Changes and Trials

If you change your plan, the new plan takes effect on your next billing date unless we tell you otherwise at the time of the change. A plan change does not entitle you to a refund of the current month's fee.

If we offer a free trial, we will tell you when it ends and when paid billing begins. To avoid being charged, cancel before the trial period ends.

8. Bookings Paid Through AbsQueue

8.1 When a Professional has switched in-app payments on, you pay the full price of the booking by PayNow when you book. We collect it as the Professional's agent, and your payment settles what you owe the Professional for that booking. You pay the service price plus a service fee, and both are shown before you pay.

8.2 Each paid booking carries fees made up of HitPay's charge for processing your PayNow payment and AbsQueue's booking fee of S$1.00, and you and the Professional each pay half. Your half is the service fee, and the Professional's half is deducted from what we pay them.

8.3 If you cancel a paid booking before its start time, we refund everything you paid except HitPay's charge for processing your payment, which HitPay does not return. The cancel screen shows the exact amount before you confirm, and you pay no part of AbsQueue's booking fee on a cancelled booking.

8.4 If you do not attend a paid booking and did not cancel it before its start time, the Professional keeps the payment and it is not refunded.

8.5 If the Professional cancels, you receive a full refund of everything you paid, including the service fee.

8.6 If the Professional did not provide the service, email [email protected] within 14 days of the booking. We will ask both of you what happened, and if the service was not provided, we will refund you in full on the Professional's behalf. This does not affect any rights you have against the Professional under the law, including the Consumer Protection (Fair Trading) Act 2003.

8.7 If a paid booking is rescheduled, your payment moves to the new time and no refund is made for the original time.

8.8 We send refunds through HitPay to the account you paid from, and they usually arrive within 5 to 14 business days. If HitPay cannot return the money, for example because too much time has passed since the payment, we will pay it to you by PayNow ourselves and tell you.

8.9 If your payment arrives after your hold on the time has expired and the time has gone to someone else, we refund it in full automatically and tell you.

8.10 If we pause in-app payments, bookings you have already paid for are not affected, and any refund owed to you is still made.

8.11 PayNow payments cannot be reversed through your bank in the way card payments can, so please contact us first if something is wrong.

9. Changes to This Policy

We may update this Refund and Cancellation Policy from time to time. When we make a material change, we will update the “Last Updated” date at the top of this policy and, where the change affects current subscribers or bookings already paid, notify them by email at least 14 days before it takes effect.

Your continued use of AbsQueue after a change takes effect means you accept the updated policy.

10. Contact Us

For any refund request, billing question, or concern about your subscription, please contact us:

AbsQueue
Email: [email protected]
Website: absqueue.com

We aim to acknowledge billing enquiries within 2 business days.

Related Policies

• Privacy Policy
• Terms of Service