Refunds and cancellations
Booking money rules need to be clear before customers pay.
This page defines the working policy for cancellations, refunds, chargebacks, no-shows, and provider cancellations. It is an operational policy draft and should be reviewed by counsel before payment volume increases.
Before confirmation
If a booking request has not been confirmed, CrownBooked may cancel the request or release any pending authorization according to the payment processor workflow.
Customer cancellations
Refund eligibility depends on the cancellation window shown during booking, provider-specific policies, processor rules, and whether the provider already reserved time or incurred costs.
Provider cancellations
If a provider cancels or cannot deliver the appointment, CrownBooked may help reschedule, issue a refund where appropriate, or review the provider account for repeated issues.
No-shows
Customers who do not arrive and providers who do not honor confirmed appointments may lose refund or payout eligibility and may face account restrictions.
Partial refunds
Partial refunds may be used when part of a service was delivered, an appointment was shortened, a provider adjusted the service, or both sides agree to a reduced charge.
Processor fees
Payment processor fees, platform fees, deposits, and marketplace fees may be non-refundable unless CrownBooked or the payment processor decides otherwise.
Dispute review workflow
- 1. Collect the appointment ID, provider name, customer name, service, date, payment receipt, and cancellation details.
- 2. Ask the customer and provider for screenshots, messages, arrival details, photos, or other evidence if needed.
- 3. Review the provider policy, booking details, cancellation timing, and payment processor status.
- 4. Decide whether to refund, partially refund, reschedule, deny the claim, or escalate to the payment processor.
- 5. Record the decision for future fraud prevention, chargeback response, provider review, and customer support history.
Chargebacks
Customers should contact CrownBooked support before filing a chargeback so the booking can be reviewed quickly. If a chargeback is filed, CrownBooked may submit booking records, cancellation history, provider messages, refund decisions, and related evidence to the payment processor.