Cancellation & Refund Policy

1. Overview

This Cancellation & Refund Policy ("Policy") sets out the framework governing cancellations, refunds, and related obligations for all bookings made through the KeepMyBooking Platform. It is incorporated into and must be read together with the Consumer Terms of Service and Business Partner Agreement.

2. Merchant-Configurable Cancellation Policies

2.1 Configurable Settings

KeepMyBooking enables each Merchant to configure their own cancellation terms within the Platform's administrative settings. Merchants may configure:

• The cancellation window (e.g., 24, 48, or 72 hours) within which a cancellation fee applies.
• The cancellation fee, either a percentage or fixed sum applied within that window (e.g., 25%, 50%, or 100% of the service fee or $10.00 or similar and not exceeding the total booking fee).
• A no-show fee applicable where a customer fails to attend without cancellation.

2.2 Platform Minimum Standards

Merchant-configured policies are subject to the following non-overridable minimum standards:

• A customer must always be entitled to cancel a booking and receive acknowledgement of the cancellation.
• Merchants must not charge a cancellation fee exceeding 100% of the service fee.
• Merchants must not retroactively change the cancellation policy applicable to an existing confirmed booking (not supported via the platform).
• Where a Merchant has not configured a cancellation policy, the Platform default applies: If the Customer cancels an appointment before the scheduled appointment time, KeepMyBooking will refund the amount paid for the booking, less any reasonable and disclosed charges representing: (a) non-refundable third-party payment processing fees actually incurred; and (b) KeepMyBooking platform fees or service charges that were clearly disclosed to the Customer before the booking was completed and which represent costs reasonably incurred by KeepMyBooking in facilitating and administering the booking. Any deductions under this clause will be limited to amounts reasonably necessary to recover costs incurred by KeepMyBooking and will not exceed the amount permitted by applicable law. Nothing in this clause excludes, restricts, or modifies any consumer guarantees, rights, or remedies available under the Australian Consumer Law or any other applicable law.

3. Merchant-Initiated Cancellations - Customer Remedies

If a Merchant cancels a confirmed booking:

• The customer is entitled to a full refund of the total amount paid, including the Stripe processing fee and KeepMyBooking commission.
• Both the full Stripe processing fee and KeepMyBooking commission are borne by the Merchant, and deducted from future settlements.
• KeepMyBooking will notify the customer as soon as practicable.
• Repeated Merchant-initiated cancellations may result in account review, suspension, or delisting.

Nothing in this Policy excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded, restricted, or modified under applicable law, including under the Australian Consumer Law and, for New Zealand users, the Consumer Guarantees Act 1993.

4. Customer-Initiated Cancellation Windows and Refund Entitlements

All customer cancellations must be submitted through the Platform. Cancellations communicated directly to the Merchant outside the Platform are not guaranteed to be processed, and standard refund terms may not apply.

5. Late Cancellation Fees - Governed by Merchant's Policy

Late cancellation fees are determined by the individual Merchant's configured policy. These fees will not exceed 100% of the Merchant's service fee, are displayed on the Merchant's profile and booking confirmation prior to payment, and are automatically applied based on Platform timing records.

KeepMyBooking is not responsible for disputes regarding the fairness, commercial reasonableness, or enforceability of a Merchant's late cancellation fee, except to the extent required by applicable law or where the fee exceeds the Platform's maximum limit or the Merchant's policy was not clearly displayed at the time of booking.

6. No-Show Consequences

6.1 Customer No-Show

Where a customer fails to attend without cancellation:

• The customer forfeits their service fee in accordance with the Merchant's no-show policy.
• The Stripe processing fee and KeepMyBooking commission are non-refundable.
• The Merchant is under no obligation to rebook the customer at the same price or at all.
• Repeat no-shows may result in customer account review or suspension.

6.2 Merchant No-Show

Where a Merchant fails to provide a confirmed service without prior cancellation:

• The customer should report via the Platform dispute function within 48 hours.
• KeepMyBooking will investigate and may, acting reasonably and in accordance with applicable law, issue a full or partial refund, decline the claim, or take account action against the Merchant.
• Repeated Merchant no-shows may result in account suspension or delisting.

7. Duplicate Bookings

Where a User has made duplicate bookings for the same service and time slot, the User is obliged to cancel the duplicate as soon as possible. If the Platform alerts the User at the time of booking that an existing booking may conflict, the User is bound to and responsible for reviewing that warning before proceeding. Refund entitlement for a duplicate booking is determined by the Merchant's cancellation policy applied from the time of booking. KeepMyBooking may, but is not obliged to, assist with genuine duplicate-booking errors.

8. Fraudulent Listings

If a User believes a Merchant's profile contains false, misleading, or fraudulent information, they should:

• Report the Merchant immediately using the Platform's reporting function.
• Contact KeepMyBooking at [email protected] with details and supporting evidence.

Where KeepMyBooking determines a listing was fraudulent or materially misrepresented, we may at our discretion issue full refunds to affected customers, suspend or permanently delist the Merchant, and report the matter to the ACCC, Fair Trading, or relevant authorities.

9. Poor Service Complaints Process

Where a customer is dissatisfied with the quality of service received, they should first contact the Merchant directly and then, if unresolved, submit a complaint through the Platform's dispute resolution function. KeepMyBooking's role is limited to facilitating communication, reviewing information made available to it, and taking Platform action where appropriate. We cannot compel Merchants to issue refunds beyond what is required by applicable law or the applicable booking terms, but we may escalate matters involving serious, repeated, fraudulent, unlawful, or safety-related complaints and take Platform action against non-compliant Merchants.

Nothing in this Policy limits any remedy that may be available under applicable law in respect of services not provided as booked or not supplied with due care and skill.

10. Platform Discretionary Intervention Rights

KeepMyBooking reserves the right, in its absolute discretion, to:

• Issue full or partial refunds to customers where exceptional circumstances warrant it, including Merchant fraud, serious safety concerns, or Platform error.
• Withhold settlement to Merchants pending investigation of disputes.
• Deduct amounts from future Merchant settlements where chargebacks, refunds, or penalties are payable.
• Suspend or delist any Merchant who accumulates an unreasonable volume of complaints or disputes.

11. Refund Processing

Approved refunds are processed via Stripe or another payment processor back to the original payment method where practicable. Processing times are estimates only and may depend on the payment processor, bank, card network, and payment method used. KeepMyBooking is not responsible for delays, reversals, failures, or routing issues attributable to a payment processor, bank, card issuer, or other financial institution.

Back to related policies