Bookings
Cancellation & Refund Policy
This policy explains the rules for cancellations, changes, no-shows, and refunds for appointments requested or confirmed through Zuria.
1. Scope and pre-booking information
The policy displayed at booking forms part of the transaction between the client and professional. The service, price, taxes and fees, date, time, and any special rule must be disclosed before confirmation.
Mandatory rights under consumer protection or other applicable law prevail. A client may have remedies where required information was not provided or the service is not performed as contracted.
2. Client cancellation more than 24 hours in advance
A client may cancel without charge through Zuria when the booking is pending or confirmed, no payment has been collected, and more than 24 hours remain before the scheduled start.
Cancellation takes effect when Zuria records it and displays confirmation. The time slot then becomes available again.
3. Within 24 hours
At 24 hours or less before the appointment, self-service cancellation is unavailable and the client must contact the professional promptly. No penalty or withheld amount may be imposed unless clearly disclosed before booking and legally permitted.
Emergencies, safety issues, and exceptional circumstances should be reviewed in good faith. The evidence, escalation process, and final decision authority must be confirmed by legal counsel and the product team.
4. Changes and new proposals
Either party may propose another time. A change takes effect only when the other party accepts it. Until then, the confirmed time remains in force.
If no agreement is reached, the cancellation rules applicable at the time of the request apply. Zuria should retain a record of proposals and acceptance.
5. Cancellation by the professional
A professional who cannot honour an appointment must notify the client as soon as possible and offer either a reasonable new date or cancellation, at the client’s choice.
Any amount collected for a service that will not be performed because the professional cancelled must be refunded as required by law and the applicable payment process. No cancellation fee may be charged to the client.
6. Late arrival and no-show
Each party should notify the other of an expected delay. Professionals must disclose in advance any reasonable rule about tolerated delay, shortened service, or rescheduling.
A client no-show does not automatically guarantee a refund, except where law or a more favourable disclosed rule applies. Any no-show charge must be clear, proportionate, legally permitted, and accepted before the transaction. Zuria currently automates no no-show penalty.
7. Payments, deposits, and refunds
Eligible unpaid bookings are cancelled without movement of money. Where a payment or deposit has been collected, self-service cancellation remains disabled until a consistent refund process is available.
An approved refund is returned to the original payment method unless impossible or lawfully agreed otherwise. Bank processing time may follow issuance. Fees, non-refundable deposits, deductions, and exact timelines must be disclosed before booking and legally approved before activation.
8. Statutory cancellation or refund rights
This policy does not limit a right to cancel a distance contract or obtain a refund where the legal conditions are met. In Québec, failures concerning mandatory disclosure, delivery of the contract, or performance may create cancellation rights.
Where statutory cancellation is valid, amounts must be refunded within the legally required period. Applicable chargeback rights remain available when a required refund is not made.
9. Disputes and evidence
For a disagreement, the parties should review the confirmation, messages, schedule changes, payment status, and policy displayed at booking. Only information necessary for support review should be submitted.
Zuria may facilitate communications and enforce platform rules, but does not replace a court, regulator, arbitrator, or card issuer. Legal deadlines continue while discussions take place.
10. Contact
For cancellation or refund support, email bonjour@zuria.ca with the booking number. Never send a full card number or password.
The escalation process, response targets, responsible merchant identity, and respective authority of Zuria and the professional must be confirmed in the approved version.