Refund Policy

Seya is a marketplace where each Provider sets their own pricing. Cancellations and refunds follow one platform-wide policy (the only Provider-set element is their late-cancellation cutoff). This Refund Policy explains how that policy is applied across the Platform, how disputes are resolved, and what consumer-protection rights apply.

1. Platform policy & the Provider’s cutoff

Seya applies one platform-wide cancellation and refund policy (below). The only part a Provider sets is their late-cancellation cutoff, shown on the service page, the checkout screen, and in your booking confirmation. By confirming, you agree to that policy for that specific booking.

2. Standard cancellation windows

Clients prepay the full service price. Your refund depends on when you cancel relative to your appointment. Each Provider sets a late-cancellation cutoff — a number of hours before the appointment (from 2 up to 24) — shown on their profile and in your booking confirmation. The following applies platform-wide:

• More than 24 hours before the appointment: full refund.
• Within 24 hours, but before the Provider’s cutoff: 50% refund. The Provider keeps the other 50%; Seya processes the refund automatically when you cancel.
• After the Provider’s cutoff: cancellation and rescheduling are no longer available, and no refund is given if you do not attend.
• No-show (no cancellation, no arrival): the full service price is charged.

Rescheduling more than 24 hours ahead is handled normally. Within 24 hours (and before the cutoff) a reschedule requires the Provider’s approval; if accepted, the new time starts a fresh 24-hour window. If it is declined or the Provider does not respond by the cutoff, the original appointment stands and the rules above continue to apply.

Repeated late cancellations or no-shows may, at the Provider’s discretion, result in being blocked from booking that Provider’s services. If multiple Providers report the same customer for repeated infractions, Seya may suspend the customer’s account platform-wide.

3. Provider cancellations

If a Provider cancels a confirmed booking, you receive a full refund of any amount paid (including the Seya service fee), typically within 5–10 business days. No apology credit is issued. You may report the cancellation to Seya; reporting does not create an additional refund (you are already fully refunded) but is recorded against the Provider’s reliability record. Providers who repeatedly cancel confirmed bookings may have their visibility reduced or their account suspended.

4. Refunds for service issues

If the service you received was materially different from what was described, or was not performed at all, you can request a refund through your booking page within 7 days of the appointment. Seya will review the case fairly, considering evidence from both you and the Provider, and may issue a full refund, partial refund, or wallet credit.

5. Seya service fee

The Seya service fee is refunded together with the underlying booking when the booking is fully refunded. For partial refunds or wallet credits, the service fee may be retained.

6. How refunds are issued

• Card refunds are sent back to the original payment method via Stripe.
• Wallet credits are added to your Seya wallet and can be applied to future bookings.
• Cashback earned on a refunded booking is reversed automatically.

7. Disputes

If you and the Provider cannot agree on a resolution, either of you can open a dispute from the booking page. Both sides may submit evidence (photos, messages, receipts). Seya will review the dispute in good faith and decide on a fair resolution. Decisions are final on the Platform but do not waive any statutory rights.

8. Chargebacks

Please contact us at contact@bookseya.com before initiating a chargeback with your bank — most issues are resolved faster through our dispute process. Fraudulent or abusive chargebacks may result in your account being suspended.

9. Quebec consumer-protection rights

Nothing in this Refund Policy limits your rights under the Québec Consumer Protection Act or any other applicable consumer-protection law.

10. Contact

Need help with a refund? Email contact@bookseya.com or open a dispute from the booking page.