# Refund Policy
## 1. Introduction
Welcome to Appointly ("we," "our," or "us"). This Refund Policy explains the conditions under which refunds may be requested for appointments booked through our website.
We aim to provide a transparent and fair booking experience for customers and service providers. Please read this policy carefully before making a booking or completing a payment.
By using our appointment booking platform, you acknowledge that you have read this Refund Policy. Nothing in this policy limits any rights you may have under applicable law.
## 2. Eligibility for Refunds
Refund eligibility depends on the type of service booked, the payment method used, the applicable cancellation policy, and the circumstances surrounding the appointment.
Depending on the circumstances, you may be eligible for a refund if:
- Your appointment is canceled by the service provider.
- You cancel your appointment within the permitted cancellation period.
- Your payment is successfully charged but the appointment is not confirmed.
- You are charged more than once for the same booking.
- The booked service cannot be provided for reasons covered by the applicable booking terms.
- A refund is required under applicable consumer protection laws.
Each request will be reviewed according to the relevant booking conditions and applicable legal requirements.
## 3. Customer Cancellations
Customers may cancel an appointment through the website or by contacting the relevant service provider, subject to the cancellation rules displayed during booking.
Refund eligibility may depend on how far in advance the appointment is canceled.
Unless a different policy is clearly disclosed before payment, we recommend the following default cancellation schedule:
- **More than 24 hours before the appointment:** Eligible for a full refund of the prepaid appointment amount, excluding any lawfully chargeable and previously disclosed non-refundable fees.
- **Between 12 and 24 hours before the appointment:** Eligible for a refund of up to 50% of the prepaid amount.
- **Less than 12 hours before the appointment:** The booking may be non-refundable.
- **Cancellation required by the service provider:** Eligible for a full refund of the prepaid appointment amount if no alternative arrangement is accepted.
These are suggested default rules for the website owner to adopt or customize. The actual cancellation and refund terms must be clearly displayed before customers complete their bookings and must comply with applicable law.
## 4. Rescheduling Appointments
Customers may request to reschedule an appointment, subject to the availability of the service provider and the applicable booking conditions.
- Rescheduling requests should be submitted as early as possible.
- Approved rescheduling requests may be transferred to another available date or time without an additional charge, where permitted by the service provider's policy.
- Additional charges may apply if the new service or appointment costs more, provided the charges are disclosed and authorized.
- If rescheduling is not possible, the existing cancellation and refund rules will apply.
Rescheduling is not guaranteed and depends on the availability of the requested service.
## 5. Missed Appointments and Late Arrivals
Customers are responsible for attending appointments at the scheduled time.
If a customer fails to attend an appointment without providing the required notice, the booking may be treated as a no-show and may be non-refundable under the applicable policy.
If a customer arrives late, the service provider may shorten the appointment, reschedule it, or treat it as missed if the delay prevents the service from being provided.
Any no-show fees or late-arrival restrictions must be communicated clearly before booking and must comply with applicable law.
Exceptions may be considered in unusual circumstances at our discretion or by the relevant service provider, subject to the booking terms and applicable law.
## 6. Cancellations by Service Providers
If a service provider cancels a confirmed appointment and the customer has already paid, the customer will generally be eligible for a full refund of the prepaid appointment amount if the customer does not accept an alternative arrangement.
Where appropriate, the customer may instead choose to:
- Reschedule the appointment for another available time.
- Transfer the booking to another eligible service, where available and agreed.
- Request a refund in accordance with this policy.
We will make reasonable efforts to communicate cancellations and assist affected customers.
## 7. Failed Payments and Duplicate Charges
If your payment fails but your account or bank statement shows a pending transaction, the amount may be an authorization hold that is released by your payment provider or financial institution.
If a payment is charged successfully but the appointment is not confirmed, please contact our support team with your booking details and payment reference.
If you are charged more than once for the same appointment, we will review the transactions and arrange a refund for any verified duplicate charge.
The time required for pending authorizations to disappear or duplicate-charge refunds to be completed may depend on your bank or payment provider.
## 8. Refunds for Unsatisfactory or Undelivered Services
If a service is not provided as agreed, is materially different from the confirmed booking, or raises another legitimate service-related concern, please contact the relevant service provider and our support team as soon as possible.
We will review the circumstances, the booking details, any supporting information, and the applicable terms.
Depending on the situation, an appropriate resolution may include a full refund, partial refund, rescheduling, or another agreed remedy.
Nothing in this section limits any statutory rights or remedies available to customers under applicable law.
## 9. How to Request a Refund
To request a refund, please follow these steps:
1. Contact our support team using the email address listed below or the available support channel on our website.
2. Provide your booking reference, registered email address, appointment date, and service details.
3. Include your payment transaction reference, if applicable.
4. Explain the reason for your refund request and provide any relevant supporting information.
5. Wait for our team to review the request and communicate the decision.
We may request additional information when reasonably necessary to verify the booking or payment.
## 10. Refund Processing Time
Once a refund is approved, we will generally initiate it within **5–10 business days**, unless a different timeframe is required by the payment provider, the circumstances of the transaction, or applicable law.
The time required for the funds to appear in your account depends on your bank, card issuer, wallet provider, or other payment service.
We will provide confirmation of the refund initiation where reasonably possible.
The stated timeframe is a proposed service standard and should be adjusted to reflect your actual payment-processing arrangements.
## 11. Refund Method
Where feasible, approved refunds will be issued to the original payment method used for the booking.
Depending on the payment provider and applicable requirements, an alternative refund method may be used where necessary and agreed upon.
Customers may be asked to provide reasonable information to verify the original transaction. We will not request your payment card PIN, banking password, or one-time authentication code to process a refund.
## 12. Non-Refundable Fees
Certain fees may be non-refundable where this is permitted by law and the terms were clearly disclosed before payment.
Examples may include:
- Booking or convenience fees.
- Deposits subject to a clearly disclosed cancellation policy.
- Fees associated with missed appointments.
- Charges for services already delivered.
A fee will not be treated as non-refundable merely because it is labeled that way if applicable law requires a refund or prohibits the charge.
## 13. Third-Party Payment Providers
Payments and refunds may be processed through third-party payment service providers, such as Stripe, PayPal, or other supported payment gateways.
We do not control the internal processing timelines of these providers or customers' financial institutions. However, we will take reasonable steps to initiate approved refunds and assist with payment-related inquiries.
Customers should also review the applicable payment provider's terms where relevant.
## 14. Fraud Prevention and Abuse
We reserve the right to investigate refund requests that appear fraudulent, duplicated, or inconsistent with the booking records.
We may request reasonable evidence to verify a claim. Any decision to deny or delay a refund will be subject to applicable law and the customer's legal rights.
We will not use this section to deny legitimate refund claims or statutory remedies.
## 15. Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes in our services, booking procedures, payment methods, or legal requirements.
Updates will be published on this page with a revised "Last Updated" date.
Changes will apply as permitted by applicable law. Material changes will not retroactively remove refund rights that customers have already acquired.
We encourage customers to review this page before making a new booking.
## 16. Contact Us
If you have questions about this Refund Policy or would like to request a refund, please contact us:
**Company Name:** Appointly
**Email:** support@yourdomain.com
**Website:** https://yourdomain.com
**Business Address:** [Insert your business address]
Please include your booking reference and relevant payment details, excluding passwords, PINs, or authentication codes, so that we can assist you efficiently.
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We appreciate your trust in Appointly and are committed to handling refund requests fairly, transparently, and in accordance with our booking terms and applicable law.