Plans change. Here’s what to do.

Before booking

Review the business’s cancellation deadline, service conditions, amount and currency. Service-specific terms should be disclosed before payment. Your statutory rights continue to apply.

Cancelling or rescheduling

Use your appointment controls where available. If the deadline has passed, or you cannot access your booking, contact the business with the booking reference. A new appointment time must be available for all selected services and staff.

Payment is still pending

Online booking requests normally expire after 30 minutes without verified payment. Individual payment quotes can expire sooner; use the current checkout instructions. A bank-transfer booking stays pending after the receipt-upload step opens, and an uploaded receipt still needs business review. A missing payment or receipt triggers a reminder after five minutes with the correct completion link. Contact the business if you already transferred funds, and do not pay again without checking. An unpaid pay-at-visit appointment can still be confirmed where the business permits that payment option; the balance remains due.

Payment received but time unavailable

Late payments require another availability check. If the appointment can no longer be fulfilled, the business must arrange an agreed alternative or review the refund due. Bookly does not silently confirm an overlapping appointment.

Refund requests

Service-payment refunds are handled by the business that received the funds, not Bookly. Contact the business with the booking and payment references, amount and currency. For Bookly subscription billing, contact [email protected] with the subscription reference. Do not send banking passwords or full card details. Eligibility and lawful deductions depend on the circumstances, disclosed terms and applicable rights; there is no universal no-refund rule.

Refund status

Refund pending means review or processing is still required. A recorded refund reference should correspond to an actual completed refund; changing a status alone does not return funds. Payment providers and banks determine their processing times. We do not promise a fixed arrival date or exchange rate.

Service or billing disputes

Report a service not delivered, incorrect charge or suspected duplicate payment promptly. Keep receipts and correspondence. Nothing in this policy limits your rights under applicable consumer law or your ability to use a lawful dispute process.