Booking cancellation and refunds

Cancelling and rescheduling a booking

A booking can be cancelled or rescheduled in the app at any time before the visit starts. The free cancellation window is set by the Venue: it lasts from 2 to 48 hours before the visit starts, and if the Venue has not changed it — 3 hours.

The window that applies is the one shown to you when the booking was created. If the Venue later changes its settings, this does not affect bookings already made: the window is fixed in the booking itself at the moment of booking.

Cancelling after the free window is also allowed — it is not blocked, but it is noted in your visit history. Late cancellation has financial consequences only in the case described below.

Deposit refunds

A deposit is the Venue’s money that Bookera accepted on its behalf. The service itself initiates the refund automatically, without a separate request from you, in the following cases:

• the Venue cancelled your visit — the deposit is refunded in full regardless of when it was cancelled;
• you cancelled the visit within the free window — the deposit is refunded in full;
• you cancelled the visit later or did not come, and the Venue had not published retention terms and had not shown them to you before the booking was confirmed — the deposit is refunded in full;
• the booking was not confirmed because the payment was not completed — no money was charged, so there is nothing to refund.

If the Venue published retention terms and showed them to you before the booking was confirmed, exactly the amount in hryvnias that you saw on the confirmation screen is retained, not a percentage calculated later. The rest of the deposit is refunded automatically. It is impossible to retain more than you actually paid.

As of the date of this version, no Venue has published retention terms, so in practice the deposit is refunded in full in all the cases listed.

The refund is made by the same method used for the payment — to the same payment card. Bookera sends the refund instruction to the payment service on the same day; the time it takes for the money to reach the card is determined by the bank that issued it: usually up to 5 banking days, and at most up to 30 calendar days under the rules of the payment systems.

Unfinished payment

If the Venue requires an online prepayment before the booking is confirmed, you have limited time to pay. It is set by the Venue within 15 to 120 minutes; if the Venue has not changed this period — 30 minutes. You see the exact period when booking, the free slot in the schedule is held for you for exactly that time, and you see the countdown in the app.

When the countdown ends, the server cancels the booking with the reason “payment not completed”, and the payment page stops working. No money is charged. You can book again straight away if the time in the schedule is still free.

If the payment still went through after the booking was cancelled (for example, it arrived with a delay), the money is refunded automatically: no payment is left without a booking.

If something went wrong

Write to [email protected] — give the phone number you use Bookera with, the name of the Venue, the date of the visit and the amount. We reply within 14 calendar days, and if the reply needs data from the Venue, we tell you so within the same period.

Claims about the beauty service itself — its quality, duration, result — are handled by the Venue that provided the service: it is the performer of that service and a party to the corresponding contract. Bookera assists with communication and provides data about the booking and the payment, but does not assess the quality of the specialist’s work.