Cancellation & Reschedule Policy

At Ponlecanas we encourage flexibility, respect and clear communication between community members. This policy explains how tasks can be cancelled or rescheduled within the platform.

1. Cancelling a Task

Both the customer and the senior may cancel a scheduled task directly from the platform before the task begins. Cancellation options may vary depending on the current status of the task and the timing of the request.

• Tasks can be cancelled from the task details section.
• The system will record which user performed the cancellation.
• The cancellation status will remain visible in the task history.
• Both users may receive a notification confirming the cancellation.

2. Cancelling Before the Task Is Accepted

If the task has not yet been accepted by a senior, the customer may cancel it freely at any time. Once cancelled, the task will no longer appear as available to seniors.

3. Cancelling After the Task Is Accepted

Once a senior has accepted a task, both participants should make reasonable efforts to respect the agreed schedule. However, the task can still be cancelled from the platform if necessary.

When a cancellation occurs after acceptance:

• The cancellation will be registered in the system.
• The other participant will be notified.
• The task will be marked as cancelled and will remain visible in the activity history.

4. Rescheduling a Task

Instead of cancelling, users may choose to reschedule the task to another available date and time. Rescheduling must be done through the platform using the task management tools.

• Both participants should agree on the new date and time.
• The system will update the scheduled task information.
• The updated schedule will appear in the task calendar of both users.

5. Tasks at Risk

If a task approaches its scheduled time without confirmation or if unexpected changes occur, the system may mark the task as “at risk”. This indicator helps both participants review the task status and take action if necessary.

6. Respect for the Community

Ponlecanas is built on trust and collaboration between generations. Users are encouraged to communicate promptly if they cannot attend a scheduled task. Repeated last-minute cancellations may negatively affect the experience of other community members.

7. Platform Assistance

If users experience difficulties cancelling or rescheduling a task through the platform, they may contact the Ponlecanas support team for assistance.