Refund & Cancellation Policy
This policy explains how cancellations, no-shows and refunds work when you book through Choyce, including the reservation fee. It forms part of our Terms & Conditions. Nothing in this policy affects your non-excludable statutory rights as a consumer under UK law.
1.The reservation fee
To secure your slot, you may pay a reservation fee (shown before payment). The reservation fee holds your position and is separate from the price of the Services. Because a reserved slot takes availability away from other Clients, the reservation fee may be non-refundable once your position is secured, except as set out below or where a refund is required by law.
2.If you (the Client) cancel
- You can cancel from your bookings screen. Any cancellation window and fees are those shown at the time of booking and/or set by the Professional.
- If you cancel within a permitted free-cancellation window (where offered), you will not be charged a cancellation fee; the reservation fee may be refunded where stated.
- If you cancel outside any free window, the reservation fee and any cancellation fee set by the Professional may be non-refundable.
3.If the Professional cancels or declines
If a Professional declines your booking request, or cancels an accepted booking (and you did not cause the cancellation), you will receive a full refund of the reservation fee. We may help you find an alternative Professional, but we are not obliged to provide a replacement Service.
4.No-shows & late arrival
If you do not attend, or arrive so late that the Service cannot reasonably be provided, the appointment may be treated as a no-show and the reservation fee and any applicable fee may be retained. If a Professional fails to attend or is unable to provide the Service, you will be refunded the reservation fee.
5.Payment for the Services
Unless stated otherwise in the app, the price of the Services themselves is settled directly between you and the Professional (for example, in person). Refunds or price adjustments for the Services are therefore primarily a matter between you and the Professional, subject to your statutory rights and section 6 below.
6.Problems with the Services
The Services are supplied by the Professional, who must provide them with reasonable care and skill under the Consumer Rights Act 2015. If something goes wrong with the Services, please first raise it with the Professional. If you cannot resolve it, contact us at info@choyce.io and we may, at our discretion, help mediate — but Choyce is not the supplier of the Services and is not responsible for the Professional’s work. Your statutory remedies (such as repeat performance or a price reduction) are against the Professional who supplied the Services.
7.Your statutory cancellation rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers generally have a 14-day “cooling-off” period to cancel distance contracts. However, this right does not apply to contracts for services related to a specific date or period of performance (such as appointment-based beauty services), and it ends once a service you asked to start has been fully performed. Where you ask a service to begin during the cooling-off period and then cancel, you may be required to pay for what has already been provided. These rules do not affect your other statutory rights, including under the Consumer Rights Act 2015.
8.How to request a refund
To request a refund of a reservation fee, cancel in the app where possible and/or contact info@choyce.io with your booking reference and the reason. We may ask for information to verify the request and, where relevant, will liaise with the Professional.
9.Refund method & timing
Approved refunds of amounts we collected are made to your original payment method via our payment provider (Stripe). Refunds are typically processed within a few business days, though the time for funds to appear depends on your bank or card issuer.
10.Chargebacks
If you believe a charge is incorrect, please contact us first so we can resolve it quickly. Initiating a chargeback without first contacting us may delay resolution. We reserve the right to dispute chargebacks we believe are unwarranted and to suspend accounts associated with fraudulent chargebacks.
11.Contact
Questions about refunds or cancellations? Email info@choyce.io.