1.1Its scope
This page governs cancelling a booking or order inside the platform and refunding what was paid for it. It expands clause "4 · Cancellation and refunds" of the terms.
Refund policy
When you get money back, how much, and how it is computed — from the platform’s own policies, not a generic text.
Descriptive text, not approved legal text
This page describes what the platform actually does today, taken from the platform’s own behaviour. The approved legal text is not published yet; wherever a slot awaits the owner’s wording it is marked explicitly below.
1What this page covers
1.2Not one rule for everything
Each service type has its own approved policy: cancelling a consultation is not cancelling a trip. The policy for your service type is shown before payment and on your booking page.
2Which policy governs your refund
2.1The one published when you booked, not a later one
The amount is computed from the policy published at booking time. The applied percentage and amount are stored on your booking at the moment of cancellation, so a later change to the policy does not touch it.
2.2A service with no approved policy
Where no policy is approved there is no self-cancellation, and we assume neither generosity nor prohibition: it is cancelled through support with a written decision. The screen says so before you try.
2.3A service whose policy disables self-cancellation
Some types are configured to be cancelled through support rather than by you. That is visible in the "Self-cancel" column below.
3How the amount is computed
The ladder is a set of tiers ordered by the hours remaining before the appointment.
3.1The first matching tier applies
The hours remaining until your appointment are measured, and the first tier whose threshold is at or below that applies. If no tier matches the result is zero: neither generosity nor prohibition is assumed.
3.2The drop is known before it happens
Before you confirm, you are shown the current percentage, when it drops and to what — so you decide knowing, not after losing.
3.3A booking with no fixed time
A ladder is meaningless without a time, so the highest tier is applied explicitly.
3.4After the appointment starts
Once your appointment has started there is no self-cancellation at all; support remains a door.
Ladders published today
No cancellation policy is published yet for any service type. That is a known fact, not a load failure: where no policy is approved, no self-cancellation happens and cancellation goes through support with a written decision.
4The basis of the refunded amount
4.1Only what was paid by card
A cash refund is based on the card-paid amount, not the order total — otherwise cash would leave against a gift, turning a gift into money by way of a cancellation.
4.2A gift or balance comes back intact
Whatever a gift or balance covered returns to you usable; it is neither paid out as cash nor swallowed. "Paid 0" on a booking a gift covered in full does not mean you get nothing back.
4.3Fees and how long the money takes
Awaiting the owner’s wording
- How long the money takes to reach the payment method after a refund is approved.
- Whether any transfer or gateway fee is deducted from the refund.
- The refund route if the original method can no longer be credited.
Not to be filled in by guesswork: whatever goes here is a commitment that can be claimed.
5How a refund is executed
5.1A new record, not an edit to your order
A refund creates its own record with its amount, reason and status; your original order is not rewritten. Its statuses are requested → processing → settled, or failed, or rejected after review.
5.2A partial refund
If the refunded amount is less than what was paid, your order becomes "partially refunded" rather than "refunded" — the difference is stated, not merged.
5.3Your seat goes back to whoever is waiting
Cancelling releases your seat and any option stock immediately, and offers it to the waitlist if there is one.
6Instead of cancelling
6.1Rescheduling moves no money
Whenever self-cancellation is available to you right now, moving your appointment to another time **within the same service** is available too — with no refund and no extra charge: the seat moves and the amount stays.
7Physical products
7.1Returns and exchanges
This page describes cancellation of bookings and services as built in the platform today.
Awaiting the owner’s wording
- The return window for a physical product and the condition and packaging requirements.
- Who pays return shipping, and how a return is requested.
- Items that cannot be returned (bespoke or perishable, for example).
Not to be filled in by guesswork: whatever goes here is a commitment that can be claimed.
8If none of this fits your case
8.1Raise it with support, quoting your reference
Open the contact page, pick the "A cancellation or refund" topic, and quote your order reference. You get a tracking number immediately, even without an account.