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Rebooking, cancellation and refunding

Effective Date: March 17, 2023.

This Rebooking, Cancellation and Refund Policy explains how we will assist with rebooking and cancelling services and how we handle refunds when a Provider cancels a booking or another issue disrupts a visit.

What happens if a Provider cancels before the appointment


If a Provider cancels a booking prior to the visit, their Customer will automatically receive a full refund of the deposit or price already paid. If the Customer contacts us, we will also assist the Customer with finding comparable or better service options.

What happens if another issue disrupts a visit


Depending on the circumstances if we determine that an issue has disrupted a visit, we will provide a full or partial refund and assist the Customer with finding comparable or better service options. The amount refunded depends on the severity of the Issue, the impact on the Customer, the portion of the service affected, and whether the Customer voids the service. If the Customer decides to void the service or avails of a portion of it because of the issue and contacts us, we will offer assistance with finding comparable or better options for the remaining portion of the service.

What Issues are covered


The term “Issue” refers to these situations:

  • Provider cancels the booking prior to the visit.
  • A Provider fails to provide access to the Service location.
  • A Listing contains a material inaccuracy such as a Feature described in the Listing that is not available at the time of the visit.

How claims work


To be eligible for rebooking assistance or a refund, the Customer who made the booking may submit a claim by contacting us. Claims must be made to us no later than 24 hours after the discovery of the Issue and supported by relevant evidence such as photographs or confirmation of the conditions by the Provider. We will determine whether an Issue has occurred by evaluating available evidence.

How this Policy affects Providers


If a Provider cancels a booking or another Issue disrupts a visit, the Provider will either receive no payout or will have their payout reduced by the amount of the refund to their Customer.

In most circumstances, we will attempt to confirm a Customer’s claim with their Provider. Providers can also dispute an Issue by contacting us.

Other things to be aware of


This Policy applies to all bookings made on or after the Effective Date. When this Policy applies, it controls and takes precedence over the Listing’s cancellation policy. Before submitting a claim, whenever feasible, the Customer must notify the Provider and try to resolve the issue directly with their Provider. In connection with resolving the issue, Customers can request refunds directly from Providers. We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a Provider. As part of providing rebooking assistance, we may but are not obligated to, contribute to the cost of a new booking. We may also provide Customers with the option of applying the value of a cancelled booking to a new service, or of receiving a voucher, in lieu of getting a cash refund.

Where a Customer demonstrates that timely reporting of an Issue was not feasible, we may allow for late reporting of the Issue under this Policy. Issues that are caused by the Customer or persons authorised to act on their behalf are not covered by this Policy. Submitting a fraudulent claim violates our Terms of Service and may result in account termination.

Our decisions under this Policy are binding but do not affect other contractual or statutory rights that may be available. Any right that Customers or Providers may have to initiate legal action remains unaffected. This Policy is not insurance and no premium has been paid by any Customer or Provider. All rights and obligations under this Policy are personal to the booking Customer and Provider of the service and may not be transferred or assigned. Any changes to this Policy will be made in accordance with our Terms of Service.

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