Customer Terms & Booking Policy

1. Booking Requests

Submitting a booking form or requesting a service by phone, message, or another approved channel sends a service request to Sully Ayuh. A requested date or time is not guaranteed until Sully Ayuh confirms the booking.

2. Pricing

Prices displayed by Sully Ayuh are starting rates unless specifically stated otherwise. Final pricing may vary depending on the service, condition, unit type, location, materials, additional work, or other service requirements. Any material price change or additional charge should be communicated to the customer before the additional work is performed.

3. Service Professionals

Sully Ayuh connects customers with screened independent service professionals. The assigned service professional performs the actual service.

4. Customer Responsibilities

Customers should provide accurate booking details, a safe and accessible service location, and disclose conditions that may affect the work. An adult should be present when reasonably required for the service.

5. Additional Work and Materials

Work outside the original booking scope may require additional charges. Materials, parts, replacement items, or specialized equipment may also be charged separately unless the booking specifically states that they are included. The customer should be informed before additional charges are incurred.

6. Cancellations, Rescheduling, and Downpayments

Customers who need to cancel or reschedule a confirmed booking should notify Sully Ayuh at least 24 hours before the scheduled service time.

Requests made less than 24 hours before the appointment will be considered a late cancellation or late rescheduling request and will be subject to availability. Sully Ayuh may not be able to accommodate the requested change immediately.

Any downpayment already made is non-refundable if the customer cancels or reschedules the booking. However, the downpayment amount will remain as Sully Ayuh service credit and may be applied toward a future eligible booking by the same customer.

The service credit must be used within 12 months from the original payment date, unless Sully Ayuh agrees otherwise.

If Sully Ayuh cancels the service and cannot reasonably reschedule or fulfill the booking, the customer may choose to have the downpayment refunded or retained as service credit, subject to applicable law.

Genuine emergencies may be considered on a case-by-case basis. Repeated last-minute cancellations, rescheduling, or no-shows may affect future booking privileges.

7. Payments

Customers agree to pay the confirmed service amount and any properly approved additional charges. Payment instructions and available payment methods may vary depending on the booking.

8. Damage or Service Concerns

Any complaint, damage, missing property, service issue, or payment dispute should be reported to Sully Ayuh as soon as reasonably possible so the matter can be reviewed. Responsibility and liability will depend on the circumstances, available evidence, applicable law, and the responsibility of the parties involved.

9. Customer Information and Privacy

Customer information may be used to process bookings, coordinate service professionals, provide customer support, process payments, prevent fraud, and operate the Sully Ayuh platform. Information will be handled in accordance with applicable Philippine privacy laws and Sully Ayuh's Privacy Notice.

10. Safety and Conduct

Customers and service professionals are expected to treat each other respectfully. Threats, harassment, violence, illegal activity, unsafe conditions, or serious misconduct may result in cancellation or refusal of service.

11. Changes to These Terms

Sully Ayuh may update these Terms when reasonably necessary for legal, safety, payment, operational, or platform reasons. Material changes may be communicated electronically.

12. Governing Law

These Terms are governed by the laws of the Republic of the Philippines. Nothing in these Terms removes rights that cannot legally be waived.