Cancellation policies
Each pro chooses flexible, moderate or strict. The policy is locked onto a booking when the request is sent.
When a client cancels a confirmed booking
The refund depends on the policy and how long before the session starts the client cancels:
| Policy | 7 days or more | 72 hours to 7 days | 24 to 72 hours | Under 24 hours |
|---|---|---|---|---|
| Flexible | 100% back | 100% back | 100% back | 50% back |
| Moderate | 100% back | 100% back | 50% back | 0% back |
| Strict | 100% back | 50% back | 0% back | 0% back |
- A deposit, if the pro asks for one, isn't refunded once the booking is confirmed.
- There's no client booking fee, so nothing beyond the deposit is kept back.
- Cancellations less than 24 hours before the session count as late cancellations on the client's record.
When a pro cancels
The client gets the full session price back, including any deposit, and the cancellation counts against the pro's reliability.
Requests that expire
A request or offer that isn't answered within 48 hours, or by the session's start time, expires and nobody is charged.