Support

Cancellation Policy

This page explains how customer and vendor cancellations are handled, including timing, eligibility, and possible operational impact.

Cancellation outcomes depend on how close the request is to pickup, the payment state of the booking, and whether a replacement option or refund path is available.

Timing matters

Earlier cancellations usually create cleaner outcomes for customers, vendors, and payment handling.

Payment state matters

Paid, pending, refunded, or failed payment states can each change what happens next.

Operational reliability matters

Repeated avoidable cancellations harm trust and may affect platform standing.

Customer Cancellations

Customers can cancel through booking flows where cancellation is allowed, but the financial outcome depends on policy timing and transaction state.

Cancellation options are available from booking details.
Refund eligibility depends on time before pickup.
Service fees may apply for late cancellations.
A cancellation request does not always mean an immediate completed refund.
Support may need to verify payment or refund processing for some cases.

Vendor Cancellations

Vendor cancellations are treated more seriously because they directly affect trust, customer experience, and marketplace reliability.

If a vendor cancels, we attempt to offer alternatives.
If no replacement is available, eligible amount is refunded.
Repeated vendor cancellations impact listing status.
Last-minute cancellations may trigger stronger review or restriction of the vendor account.

Practical Expectations

A clear cancellation process should reduce confusion, not create more of it.

Check cancellation and refund messaging inside your booking details.
Keep written context if the change is driven by a vendor or operational issue.
Use support for disputes, special cases, or transaction inconsistencies.
Read the refund policy together with this page for payment timing details.
Policy handling may evolve as payment systems and marketplace workflows improve, but the operating principle remains the same: earlier, clearer cancellations are easier to resolve fairly.