Listing-specific terms
Each service may have its own cancellation window, deposit rules, nonrefundable portions, rescheduling options, and provider requirements. Review those terms before confirming.
Clear terms before you book
Cancellation & refund policy
Listing-specific policies control the details shown during booking. This page explains the general framework.
Clear terms before you book
Customer cancellations
Submit a cancellation request through the booking or contact flow. Do not assume that a message to a provider alone completes a cancellation.
Vendor cancellations
A provider cancellation is recorded and handled according to the booking terms. Support may help with alternatives or refund review.
Weather and late arrivals
Weather-related changes, late arrivals, no-shows, and transport disruptions may require provider or support review. Automatic refunds are not guaranteed.
Refund timing
Approved refunds return through the applicable payment method. Processing times depend on the payment provider and financial institution.
Concierge and multi-vendor plans
Each participating provider may have separate terms. Concierge will outline the parts of a proposed plan before approval.