Cancellation, Protected Scheduling & Security Guidelines

1. Right of Withdrawalance (Article 49 of CDC)

The Consumer Customer may exercise their statutory right of withdrawal and request cancellation of the reservation within 7 (seven) days corridos from the request, as long as it is in advance of the start of the service. As payment for service is made directly to the Advertiser Company without financial intermediation from the platform, any refunds of deposits or advances are agreed directly between the parties in accordance with CDC, ending scheduling in the system without any technology charges.

2. 15 Minute Grace Window & Cancellation Policy

To ensure contractual fairness and prevent undue costs due to click accidents or duplicate orders, platform adopts transparent tolerance and cancellation rules:

• Immediate 15 Minute Tolerance (`GRACE_OPEN`): Any appointment canceled on first 15 (fifteen) minutes of its creation due to mistake or duplicity is canceled with cost ZERO for both parties (`REQUEST_VOIDED_IN_GRACE`), exempting the customer from any burden and the company of any Daylu fare, as long as there has been no human response in the chat, bilateral exchange of messages, early release of contact or attempted transmission from external contact.
• Early Cancellation (2 hours or more in advance): Once tolerance has been exceeded, the cancellation requested 2 hours or more before the scheduled time is processed 100% free without any fee or penalty to the consumer on the platform.
• Late Cancellation (less than 2 hours in advance) or No-Show: Last-minute cancellation or absence without notice generates an auditable record in the timeline, impacts the reliability score and protects the company against undue evaluations. DAYLU TECH does not debit financial retentions from the end consumer, as it does not hold the values ​​of the services.

3. Protected Unmasking of Contacts (Milestone T - 48h)

3.1. Initial Protection and Masking: In compliance with privacy and governance standards anti-evasion, the direct contact details of the Customer and the Provider (phone number, WhatsApp and address exact) remain protected and masked on the platform since the appointment was created.

3.2. Automatic T Release - 48h: Unmasking of data and complete opening of direct channels occur automatically exactly 48 hours in advance of the service (`T - 48h`), ideal time for route confirmation and operational arrival alignment.

3.3. Consented Early Release (`EARLY_ACCESS`): If the parties need to exchange contact information before T - 48h, release can be requested in the app upon confirmation mutual, constituting the tariff corresponding to the company.

4. Cancellations by the Provider Company & Rebookings

4.1. Cancellation by the Provider: If the partner company cancels the appointment for reasons of force majeure or operational unforeseen events, the Customer will have their reservation canceled without any charge, and the platform may issue a promotional compensation coupon for use in a future service.

4.2. Time Rescheduling: Time rescheduling can be requested directly on the application at least 2 hours in advance 100% free of charge, maintaining all Protected Scheduling records and guarantees until the new agreed date.

5. Safety Guidelines for In-Home Services

To guarantee the integrity and tranquility of Customers and Providers when providing services at home or service delivery:

• Identification and Accreditation: Only allow the professional to enter with data, photo and identification compatible with registration in the application;
• Internal Communication: Always use the platform's internal chat to combine details and budgets;
• Electronic Validation: Confirmation of the start and completion of the service must be attested by the application.

6. Contact Official Support

For support with scheduling, questions or opening disputes:

Support Email: __DAYLU_TAG_0002__suporte@daylutech.com
Opening hours: Monday to Friday, 8am to 7pm | Saturdays from 8am to 2pm.