Booking, Cancellation, Refund, and Reschedule Policy

Prepared for: BookCollar LLC

Business location: Utah

Document purpose: Customer and provider policy for bookings, cancellations, refunds, reschedules, no-shows, disputes, and payment adjustments

Effective Date: May 18, 2026

Last Updated: May 18, 2026

This Booking, Cancellation, Refund, and Reschedule Policy explains how bookings, cancellations, refunds, reschedules, no-shows, provider cancellations, customer cancellations, disputes, and payment adjustments are handled on the BookCollar platform.

This policy applies to customers, providers, and other users who request, accept, manage, cancel, reschedule, complete, dispute, or pay for bookings through BookCollar.

This policy is incorporated into the BookCollar Terms of Service and Provider Terms.

BookCollar is an online marketplace platform that connects customers with independent third-party service providers.

BookCollar does not directly perform the services listed by providers unless expressly stated otherwise in writing.

The provider is responsible for performing the service. The customer is responsible for providing accurate booking information, paying amounts due, and following applicable booking rules.

BookCollar may administer booking workflows, payment processing, cancellation rules, refund rules, dispute review, and platform enforcement according to this policy and other applicable BookCollar policies.

Bookings may move through different status stages depending on the platform workflow.

Status stages may include:

• Pending payment
• Payment authorized
• Paid
• Pending provider confirmation
• Confirmed
• Reschedule requested
• Cancelled
• Completed
• Refund pending
• Partially refunded
• Fully refunded
• Disputed
• No-show
• Failed payment
• Other operational statuses used by the platform

A booking is not final until all required booking steps, payment steps, and confirmation steps are completed under the active platform workflow.

BookCollar may update booking statuses based on customer action, provider action, payment processor events, support review, dispute review, policy enforcement, or system updates.

Depending on the booking workflow, a customer may request a booking, pay for a booking, or submit a booking request that requires provider confirmation.

A provider may be required to accept or confirm a booking before the appointment becomes confirmed.

Providers are expected to maintain accurate availability and respond to booking requests or booking-related actions promptly.

A customer should not assume that a booking is confirmed unless the platform shows the booking as confirmed or sends a confirmation notice.

BookCollar may cancel or restrict bookings where necessary for payment failure, provider unavailability, expired provider licensing, legal compliance, safety concerns, fraud prevention, platform errors, or policy enforcement.

Payments made through BookCollar are processed by Stripe, Inc. and its affiliates ("Stripe"), an independent third-party payment processor. For card-based bookings, customers are directed to a Stripe-hosted checkout page to complete payment.

At checkout, customers will see a summary of amounts including:

• The service price after any discount codes
• A BookCollar platform service fee (currently 7% of the service price after discounts), shown as a separate line item
• Taxes, if applicable
• Add-on charges, if applicable
• Cancellation or no-show fees, if applicable

The total amount charged to the customer's payment method is the service price after discounts plus the BookCollar platform service fee. This total is displayed before the customer authorizes payment.

The fee amounts applicable to a booking are calculated and fixed at the time the booking is created. BookCollar stores a record of these amounts with the booking.

Payment authorization, capture timing, settlement timing, refunds, and reversals may depend on payment method, payment processor rules, card network rules, bank processing times, and BookCollar's payment workflow.

BookCollar may update booking, refund, or payment status after receiving payment processor updates, including webhook or settlement updates.

Before booking, customers are responsible for reviewing:

• The service description
• Provider profile
• Price
• Fees
• Taxes, if applicable
• Appointment date and time
• Service location
• Provider requirements
• Customer preparation requirements
• Cancellation rules
• Refund rules
• Reschedule rules
• Any special terms shown in the listing or booking flow

Customers are responsible for providing accurate information, including location details, service details, contact information, and any information needed for the provider to perform the service.

Providers are responsible for:

• Maintaining accurate listings
• Maintaining accurate availability
• Reviewing booking details
• Confirming only bookings they are able to perform
• Communicating promptly with customers
• Performing services professionally and lawfully
• Maintaining required licenses, permits, certifications, registrations, and insurance
• Complying with the Provider Terms, Provider Standards, Prohibited Services Policy, and other applicable BookCollar policies

Providers should not accept or perform a booking if they are not legally qualified, licensed, permitted, insured if required, available, or able to perform the service.

Unless a different rule is required by law, shown during the booking flow, included in a listing, or approved by BookCollar, the default cancellation policy is based on the time between the cancellation request and the scheduled appointment time.

Default customer cancellation schedule:

• More than 48 hours before appointment: free cancellation
• 24 to 48 hours before appointment: customer may be charged 50% of the booking amount
• Less than 24 hours before appointment: customer may be charged 100% of the booking amount

Customers may cancel eligible bookings through the platform workflow.

A cancellation request is not complete until it is submitted through the platform and the platform confirms the cancellation.

The cancellation time is determined based on the timestamp recorded by BookCollar's system, unless otherwise required by law.

If a customer cancels within a paid cancellation window, BookCollar may apply the cancellation charge shown in this policy or during the booking flow.

Refunds, if any, will be calculated based on the applicable cancellation window, booking amount, fees, taxes, payment processor rules, and other applicable policy terms.

When a late-cancellation fee applies, the provider's share of that fee is transferred to the provider automatically. The provider receives the cancellation penalty amount minus the proportional BookCollar platform fee. No additional dispute window applies to cancellation fee payouts.

Providers are expected to avoid unnecessary cancellations and to keep their availability accurate.

If a provider needs to cancel a confirmed booking, the provider should cancel through the platform as soon as possible and provide an explanation if requested.

If a provider cancels a confirmed booking, the customer may be eligible for a full refund unless another legally valid or customer-approved outcome applies.

BookCollar may take action against providers who cancel excessively, cancel without valid reason, fail to communicate, or create customer harm.

Provider cancellation consequences may include:

• Warning
• Listing restriction
• Account restriction
• Reduced visibility
• Refund or payout adjustment
• Temporary suspension
• Permanent removal
• Other action permitted by the Provider Terms

A no-show may occur when a customer or provider does not appear, does not participate, or is not reasonably available for a scheduled appointment.

Customer no-show:

If a customer does not appear or is not reasonably available for the scheduled appointment, the booking may be treated as a 100% charge by default. When a customer no-show is confirmed, the provider's payout is placed in a held state pending BookCollar admin review. BookCollar does not automatically release the payout to the provider. An admin must review the no-show and choose to either release the payout to the provider or deny the payout and refund the customer. The provider's payout is not released until an admin approves it.

Provider no-show:

If a provider does not appear or is not reasonably available for the scheduled appointment, the customer may be eligible for a full refund, and the provider may be subject to payout adjustment, account restriction, listing restriction, suspension, or other action under the Provider Terms.

BookCollar may evaluate no-show disputes based on available records, including:

• Booking metadata
• Message history
• Location or arrival information, if available
• Photos
• Timestamps
• Provider statements
• Customer statements
• Support records
• Other evidence reasonably requested by BookCollar

BookCollar may apply exceptions where required by law, safety concerns, documented emergencies, provider misconduct, customer misconduct, platform error, or other circumstances determined by BookCollar.

Customers may request to reschedule a booking through the platform workflow where available.

A reschedule request does not automatically change the booking unless the request is approved under the applicable workflow.

Default customer reschedule rules:

• Customers may request up to two free reschedules if requested more than 48 hours before the appointment.
• Customer reschedule requests made within 48 hours of the appointment may require provider approval.
• Additional reschedules after the free reschedule limit may require provider approval or may be subject to fees, denial, or cancellation rules.

If a reschedule request is not approved, the original booking time remains in effect unless the booking is cancelled according to the cancellation policy.

Providers may request to reschedule a booking through the platform workflow where available.

A provider-requested reschedule does not change the booking unless the customer approves the new time.

If a customer declines a provider-requested reschedule, the customer may cancel the affected booking without cancellation penalty.

Providers should not use reschedule requests to avoid provider cancellation rules, no-show rules, or policy consequences.

BookCollar may take action if a provider repeatedly requests reschedules in a way that harms customers or disrupts the platform.

Customer reschedule requests made within 48 hours of the appointment require provider approval unless otherwise stated during the booking flow.

Providers may approve or decline late reschedule requests based on availability, business needs, travel constraints, preparation costs, or other reasonable considerations.

If the provider declines a late reschedule request, the original booking time remains in effect unless the booking is cancelled under the cancellation policy.

BookCollar may allow exceptions to cancellation, refund, no-show, or reschedule rules where appropriate.

Possible exceptions may include:

• Documented medical emergency
• Severe weather
• Unsafe conditions
• Provider safety concern
• Customer safety concern
• Natural disaster
• Road closure
• Power outage
• Family emergency
• Platform error
• Provider license issue
• Provider misconduct
• Customer misconduct
• Other circumstances required by law or approved by BookCollar

BookCollar may request documentation or supporting information before applying an exception.

BookCollar is not required to apply the same exception in every case, but will attempt to apply policies reasonably and consistently.

Refund eligibility depends on:

• Cancellation timing
• Booking status
• Payment status
• Provider confirmation status
• Provider cancellation
• Customer cancellation
• Customer no-show
• Provider no-show
• Reschedule history
• Service issue reports
• Dispute evidence
• Platform error
• Safety concerns
• Legal requirements
• Payment processor rules
• Any special terms shown during booking

Refunds may be full, partial, denied, credited, or otherwise adjusted depending on the circumstances and applicable policy.

Provider refund requests: Providers may submit a refund request on behalf of a customer through the BookCollar platform. Provider-submitted refund requests are not executed immediately. All provider refund requests are subject to BookCollar admin review and approval before any funds are moved. An admin may approve, deny, or otherwise handle the request. Providers will be notified of the outcome. Only BookCollar executes refunds after admin review.

BookCollar may deny refund requests that are unsupported, untimely, fraudulent, abusive, inconsistent with policy, or not permitted by payment processor rules.

Approved refunds are generally returned to the original payment method.

Refund timing depends on the payment processor, card network, bank, financial institution, or payment method.

BookCollar does not control how long a bank, card issuer, or payment processor takes to post an approved refund after BookCollar or its payment processor initiates the refund.

Where permitted, BookCollar may issue account credit, promotional credit, or another adjustment instead of or in addition to a refund.

BookCollar platform service fee: The BookCollar platform service fee (currently 7% of the service price after discounts) is included in the total amount charged to the customer at checkout. This fee is disclosed as a separate line item before the customer completes payment.

Refund treatment of the BookCollar platform service fee:

• Full refunds: If the full booking amount is refunded, the entire amount charged to the customer — including the BookCollar platform service fee — will be refunded to the original payment method.
• Partial refunds: Partial refunds are applied to the service amount only. The BookCollar platform service fee is not separately or partially refunded on partial refunds.

Stripe payment processing fees charged by Stripe may be non-refundable regardless of whether a booking is refunded, depending on Stripe's applicable terms. Stripe processing fees are borne by the provider, not separately charged to the customer.

If a discount code was applied, the platform service fee is calculated on the discounted service price. A full refund will return the entire amount charged, including the fee calculated on the discounted price.

If taxes were collected, tax refunds may depend on the refunded amount, applicable tax rules, payment processor rules, and applicable law.

All applicable fees are disclosed before the customer completes payment.

Refunds, cancellations, no-shows, service disputes, chargebacks, payment reversals, and platform adjustments may affect provider payouts.

BookCollar may delay, reduce, offset, reverse, or withhold provider payouts as permitted by the Provider Terms, payment processor rules, and applicable law.

Providers may be responsible for refund amounts, chargebacks, dispute fees, or losses caused by their conduct, including:

• Failure to perform a service
• Provider cancellation
• Provider no-show
• Inaccurate listing
• Misrepresentation
• Unlicensed or unauthorized service
• Expired or invalid license
• Poor communication
• Policy violation
• Fraud or misconduct
• Failure to provide dispute evidence

Providers may waive otherwise applicable cancellation fees, reschedule fees, or other policy-based charges where platform tools allow.

BookCollar may also issue discretionary adjustments, refunds, credits, or waivers where appropriate for:

• Trust and safety concerns
• Service failures
• Provider misconduct
• Customer misconduct
• Platform errors
• Operational issues
• Legal requirements
• Goodwill
• Documented emergencies
• Other circumstances determined by BookCollar

A discretionary adjustment in one case does not require BookCollar or a provider to provide the same adjustment in another case.

If a customer or provider reports a service issue, BookCollar may request supporting information, including:

• Description of the issue
• Messages
• Photos
• Videos
• Timestamps
• Receipts
• Location information
• Proof of arrival
• Proof of work
• Proof of cancellation
• Provider response
• Customer response
• Other relevant records

BookCollar may consider available evidence, policy terms, payment processor constraints, safety concerns, user history, and applicable law when reviewing disputes.

BookCollar may resolve disputes with one of the following outcomes:

• Release payout: The provider's payout is released in full. No refund is issued.
• Full refund: The customer receives a full refund. The provider receives no payout, or if the payout was already released, BookCollar may deduct it from the provider's future payouts.
• Partial split: A custom split is applied. The provider receives a partial payout and the customer receives a partial refund.

BookCollar may also:

• Issue platform credit
• Cancel a booking
• Restrict an account
• Remove a listing
• Refer users to law enforcement or emergency services where appropriate
• Take other action permitted by BookCollar policies

BookCollar does not guarantee that every dispute will be resolved in favor of the customer or provider.

If a customer disputes a charge with a bank, card issuer, payment processor, or other financial institution, the payment may be subject to chargeback, reversal, dispute fees, or other payment processor action.

BookCollar may provide transaction records, booking records, cancellation records, message history, policy acceptance records, and other evidence to the payment processor or financial institution.

Customers and providers agree to cooperate with BookCollar's review of payment disputes.

Providers may be responsible for chargebacks, fees, reversals, or losses caused by provider conduct, failure to perform, inaccurate listings, policy violations, or other provider-related issues, as provided in the Provider Terms.

BookCollar may hold or adjust provider payouts during chargeback or dispute review.

If a provider's required license, permit, certification, registration, insurance, or other eligibility requirement expires, becomes invalid, is suspended, is revoked, cannot be verified, or is otherwise insufficient, BookCollar may pause or restrict the provider's account, listings, bookings, or payouts.

If an active booking is affected by a provider eligibility issue, BookCollar may cancel the booking, issue a refund, help the customer reschedule, restrict provider payout, or take other action permitted by the Terms and Provider Terms.

Providers are responsible for keeping required licenses, permits, certifications, registrations, insurance, and eligibility information current.

BookCollar may deny refunds, restrict accounts, suspend users, or take other action if BookCollar believes a user is abusing cancellation, refund, reschedule, dispute, or chargeback processes.

Examples may include:

• False claims
• Repeated unsupported refund requests
• Fraudulent chargebacks
• Fake no-show claims
• Manipulated evidence
• Threats to obtain refunds
• Review extortion
• Off-platform payment schemes
• Account abuse
• Repeated policy violations

This policy should be read together with:

• Terms of Service
• Provider Terms
• Privacy Policy
• Community Standards
• Prohibited Services Policy
• Provider Standards
• Safety and Incident Reporting Policy
• Copyright / IP Policy
• Any terms shown during booking, checkout, cancellation, refund, or provider onboarding workflows

If there is a conflict between this policy and another BookCollar policy, the more specific policy will generally control for the specific issue it addresses, unless otherwise stated.

BookCollar may update this policy from time to time to reflect legal requirements, payment processor rules, risk controls, operational changes, product changes, or business needs.

Updated versions will be posted with a revised effective date or last updated date.

Where required by law or appropriate based on the change, BookCollar may provide additional notice or require users to accept updated terms.

BookCollar should maintain records of policy versions accepted by customers and providers where appropriate.

Booking support:

[Insert support email]

Refund or cancellation support:

[Insert refund/cancellation email]

Dispute contact:

[Insert dispute-resolution email]

Legal contact:

[Insert legal email]

Mailing address:

[Insert legal mailing address]

End of Booking, Cancellation, Refund, and Reschedule Policy