Cancellation and Refund Policy

Learn more about how cancellations are handled when a Booking is cancelled and how refunds are handled when a Booking Issue disrupts a Booking

We understand that sometimes life gets in the way. Yet cancellations can be very disruptive for both Customers and Service Providers and should be avoided, if possible. The closer a cancellation occurs to the booking date, the greater the impact on the Customer’s personal plans and the Service Provider’s business. This Cancellation and Refund Policy explains how cancellations are handled when a Booking is cancelled by either the Service Provider or the Customer and how refunds are handled when a Booking Issue disrupts the Booking.

We encourage customers to carefully review the listing’s description, location and cancellation policy to assess whether the Service offered is a right fit for their needs before actually booking the service. This Policy does not apply to Reservations made using the ZeroDegrees Platform and to External Bookings made outside of the ZeroDegrees Platform.

All rights and obligations under this Policy are personal and may not be transferred or assigned to a third party. Any changes to this Policy will be made in accordance with our Terms of Service.

1. Type of Refund

When cancelling a booking or requesting a refund, Customers may be eligible to choose between two types of refund:

• Money Refund, where the refund amount is credited to the Customer’s original payment method within 5-10 business days. Money refund is only available if the Booking Total is greater than zero. The amount refunded via this method is capped at the Booking Total.
• Zedos Refund, where the refund amount is converted into Zedos points and immediately credited to the Customer’s ZeroDegrees account.

Once issued, a refund cannot be cancelled. If the original charge underwent currency conversion, the refunded amount is converted back using the same process. Any Zedos points redeemed at checkout during the booking process for that booking will be immediately reinstated into the Customer’s ZeroDegrees account. Equally, any Gift Cards redeemed will be converted into Zedos points and immediately credited to Customer’s ZeroDegrees account. Any Service Provider coupons used at checkout to provide a discount to the Booking subtotal will not be subject to refund.

By choosing a Zedos Refund, you agree that (i) your refund is provided as Zedos points in lieu of a cash refund and, (ii) you release ZeroDegrees and the Service Provider from any and all claims and liabilities, without limitation, including any refund or compensation you might be entitled to in relation to a booking cancellation or refund. Zedos points are collected and redeemed in accordance with our Rewards Terms and Conditions (“Rewards Terms”) and by choosing a Zedos Refund you are agreeing with our Rewards Terms. If you initiate a return of funds charged in relation to a booking with your bank or credit card issuer, you will not be eligible for a Zedos refund. ZeroDegrees reserves the right to reject or hold for review your refund request, if we believe that you initiated a return of funds despite having chosen a Zedos refund.

2. Cancelling a Booking

Bookings can be cancelled either by Customers or by Servicer Providers. When a booking is cancelled, the customer will be automatically issued a refund of the Booking Total and the Service Provider will not receive a payout for that booking. Both the Customer and the Service Provider will receive an email to notify that the booking has been cancelled.

2.1. Cancellation by Customers

Customers may cancel bookings within the cancellation window permitted by the booking’s cancellation policy and receive a full refund. The Customer may however be charged a Cancellation Fee depending on the type of refund chosen:

• Money Refund: a Cancellation Fee of 10% of the Booking Total is applied and will be deducted from the refund amount received.
• Zedos Refund: the Cancellation Fee is waived.

A Booking whose cancellation window has elapsed may still be cancelled and may be the object of a full refund if it is affected by an Event covered in our Extenuating Circumstances Policy.

To cancel a Booking or to check what the refund amount will be, Customers should login to their ZeroDegrees account, then go to Bookings, find the booking they wish to cancel, and click on Cancel Booking.

2.2. Cancellation by Service Providers

If a Service Provider cancels a booking, the Customer will automatically receive a full refund of the Booking Total to the original payment method. The Service Provider will not receive a payout for that booking and will be charged a Cancellation Fee of 10% of the Booking Total which will be deducted from an upcoming payout. The Cancellation Fee may be waived if the cancellation is due to an Event covered in our Extenuating Circumstances Policy.

Service Providers should keep in mind that cancelling a booking involves penalties other than the Cancellation Fee. Frequent cancellations or no-shows, are a violation of our Terms of Service and may result in the removal of your Service Listing from the ZeroDegrees Platform. Service Providers with high cancellation rates will also rank lower on search results and will see their progression on the Booking Fee tiers hindered.

To cancel a Booking or to check the cancellation fee for a booking, Service Providers should login to their ZeroDegrees account, then go to Services, find the booking they wish to cancel, and click on Cancel Booking.

3. Rescheduling an Appointment

Customers and Service Providers may be able to reschedule their bookings, depending on each other’s willingness and availability. Customers and Service Providers should keep in mind that no further payment processing or refund will occur, so if the new Booking Total is higher or lower, there will be no way to settle the difference. Any contact between Customer and Service Provider must always be via the ZeroDegrees Platform messaging system.

Rescheduling is only possible for Appointments due to its one-on-one private nature. Activities, Events and Trips are open to the public by nature and therefore cannot be rescheduled at the suggestion of one participant.

When editing a booking’s date or time, Service Providers must remember to update all their Service listings’ calendars and block out any time blocks that match the booking’s new date or time so as to prevent double-bookings. Both Customer and Service Provider will receive an email notification to confirm the change.

3.1. Rescheduling By Customers

If a Customer has booked an Appointment, but the date or time no longer works, they should first and foremost check if the booking is still within the cancellation window. If it is, they should cancel that booking and request a Zedos refund, then go to the listing’s page, make a new booking, and pay using the Zedos credit received.

If cancellation followed by a new booking is not possible, the Customer should contact the Service Provider to suggest a different time or date and find out whether they are available and amenable for a change. The Service Provider will review the Customer’s request and decide if they can fit the Customer into their schedule. If they can, they will change the Customer’s booking date or time. If they cannot accommodate the Customer’s request, both Customer and Service Provider can try to work together until a mutually convenient time is found. Customers should bear in mind though that Service Providers are under no obligation to reschedule a booking in case an agreement cannot be reached.

To contact the Service Provider, Customers should login to their ZeroDegrees account, go to Bookings, find the booking they wish to reschedule and click on Message Service Provider.

3.2. Rescheduling By Service Providers

If a Service Provider can no longer fulfil a Customer’s appointment, the Service Provider should contact the Customer to find out whether they are available and amenable for a change and suggest a different time or date.

To contact the Customer, Service Providers should login to their ZeroDegrees account, go to Services, find the booking they wish to reschedule and click on Contact Customer. If the Customer agrees to an alternate date and time, the Service Provider may then go to the booking and edit it accordingly.

Service Providers may not change a booking without the Customer’s express agreement via the ZeroDegrees platform messaging system. In case of dispute, we will read the message exchange between Customer and Service Provider for that booking and will verify whether the Customer has agreed to the newly proposed date or time. If we find that the Customer has not agreed to the proposed change, the Customer will be entitled to a full refund. In such case, the Service Provider will not receive a payout and will be subject to a 10% Cancellation Fee, to be deducted from a future payout.

4. Refunding a Booking

Customers are entitled to a refund whenever they have experienced a Booking Issue. The term “Booking Issue” refers to the following situations:

• The Service Provider fails to fulfil the booking, due to no-show, double-booking or over-booking.
• The Service Provider arrives more than 15 minutes late to deliver the Service causing the Customer to abandon the Service before it can be delivered.
• The Service Provider fails to comply with our Terms and Policies, including our Non-Discrimination Policy.
• The Service presents or entails a health or safety hazard that would reasonably be expected to adversely affect the Customer’s participation.
• The Service provided materially deviates from the Service as described in the Listing at the time of booking in a manner that would reasonably be expected to adversely affect the Customer’s participation.

Booking Issues that are caused by Customers or Additional Customers in their booking or pets are not covered by this Policy.

4.1. Requesting a Refund

To be eligible for a refund due to a Booking Issue, the Customer should submit a refund request to the Service Provider no later than 24 hours after the Booking has ended. Where a Customer demonstrates that timely reporting of a Booking Issue was not feasible, we may allow for late reporting of the Booking Issue under this Policy.

Customers may request a full or a partial refund. Partial refunds go up to 75% of the Booking Total. To request a refund, Customers should login to their ZeroDegrees account, go to Bookings and find the booking they wish to request a refund for, click on Request Refund, fill out the form and submit the request. Both Customer and Service Provider will receive an email notification to confirm that a refund has been requested for that Booking. The request must be supported by relevant evidence such as photographs or confirmation of the conditions by the Service Provider or other Customers.

4.2. Responding to a Refund Request

The Service Provider must review the request within a maximum of 72 hours of having received the email notification. If the Service Provider agrees with the Customer’s request, they can accept it, and will either (i) receive no Payout for that booking, in the case of a full refund, or (ii) have their Payout reduced by the refunded amount, in the case of a partial refund. Full refunds are subject to a Refund Fee of 15% of the Booking Total which is charged to the Service Provider and deducted from a future Payout. If the Service Provider does not agree with the Customer’s request, they can reject it and it will be automatically escalated for mediation by our team. If the Service Provider does not respond to the Customer’s request within 72 hours, the Customer will automatically receive a refund in the amount requested.

4.3. Refund Mediation

We will determine whether a Booking Issue has occurred by evaluating available evidence, including attempting to contact the Service Provider for more information. If we determine that a Booking Issue has disrupted a Booking, we will provide either a full or partial refund. The amount refunded depends on the severity of the Booking Issue, the impact on the Customer, how the Service was affected, and whether the Customer was able to attend and participate in the Service.

Our decisions under this Policy are binding, but do not affect other contractual or statutory rights that may be available. Any right to initiate legal action that Customers or Service Providers may have remains unaffected.

5. Avoiding fraud, scams, and abuse

We take steps to protect our platform’s integrity and mitigate the risks and losses associated with fraud, scams, and abuse by taking action against violators. Customers and Service Providers must not attempt to misuse or make false chargeback claims to obtain a refund. If you witness or experience behaviour that goes against our policies, please let us know. Submitting a fraudulent refund request violates our Terms of Service and may result in account termination.