1.1 This cancellation and refund policy (“policy”) governs how cancellations and refunds are handled on the platform. We encourage you to read this policy carefully before booking or listing a service.
1.2 This policy is to be read together with the Terms and conditions (“terms”).
2.1 Customer initiated cancellation: customers may cancel a booking, but cancellation fees will apply depending on when the cancellation is made as follows:
(a) Within 3 days of booking confirmation: no charge will be made;
(b) Up to 2 days before the scheduled service: cancellation fee of 25% of the total booking and the platform fee (being the 5% transaction fee as described in the terms) will be charged; and
(c) Within 1 day of the scheduled service: the total booking amount together with all fees as described in the terms will be charged, unless:
(i) The service is rescheduled for a different time or date and time; and
(ii) Otherwise agreed with the service provider or due to exceptional circumstances (for example, medical emergencies) in which case the customer will only be charged the platform fee deduction.
3.1 Service provider initiated cancellation: If a service provider cancels a confirmed booking, customers will be eligible for a full refund or a rescheduled service at no additional charge. Service providers may also offer alternatives, subject to the customer’s agreement.
3.2 Repeated cancellations by a service provider: we monitor service reliability on the platform and reserve the right to take action, including by deactivating service providers who frequently cancel bookings.
4.1 Service not provided: If the booked service was not provided as agreed between the customer and service provider (for example due to a no-show or unsatisfactory service), customers:
(a) Will be eligible for a full refund in no-show circumstances and in those circumstances the service provider must reimburse the platform the transaction fee and booking fee as described in the terms; and
(b) Maybe eligible for a full refund or a complimentary re-service where service provided by the service provider was unsatisfactory.
5.1 Exceptional circumstances: In cases of emergencies, unforeseen circumstances, or any event beyond the control of either party (e.g., natural disasters, medical emergencies), customers may be eligible for a full or partial refund, depending on the situation.
5.2 Non-refundable platform fees: certain platform fees may be non-refundable, as specified in this policy and at the time of booking.
6.1 If there is a dispute between a customer and a service provider regarding the quality or delivery of the service, we encourage both parties to reach an amicable solution and refer to clause 11 of the terms.
7.1 Approved refunds will be processed within 5 business days of approval. Funds will be returned to the original payment method, subject to any banking and processing delays.
8.1 We may update this policy from time to time to ensure it complies with applicable law and the platform’s needs.
8.2 Changes will be effective immediately upon posting to the platform.
8.3 You are responsible for ensuring you are familiar with the latest policy.
8.4 Your continued access and use of the platform after any changes to the policy will signify your acceptance of the revised policy.
9.1 For questions or assistance regarding this policy, please contact us by email on admin@nestwel.com.au.