Cancelling a booking and refunds

You cancel a booking

1. Open the booking from Bookings.
2. Press Cancel appointment, add a reason (optional), then Confirm cancellation.

• You can cancel at any time before the session ends.
• The client is always refunded in full, and both of you are notified by email. The refund reaches the payment method within 5–10 business days.
• No payout is due to you on a cancelled booking.

Client cancellation

A client can cancel with a full refund up to 24 hours before the appointment. After that the cancel button isn't shown and they're asked to contact you.

If you see “Couldn't refund, contact support”

The cancellation did not happen. Contact us with the booking number and we'll handle the refund.

A client complaint after the session

If a client complains about a session after it took place (or disputes the payment with their bank), you don't cancel the booking; the platform team reviews it. Your share of the session is held until the decision. If it goes the client's way they get the full amount back, and the platform commission may be deducted from your balance if the firm was at fault. Details in Payouts and the platform commission.

Rescheduling

There is no reschedule feature. Cancel the booking (the amount is refunded) and the client books a new slot, or agree on it by phone or messages.