Business Policies

These policies describe how Seya handles common operational events affecting Providers and the members who book them — warnings, suspensions, voluntary pauses, and the cancellations, refunds and penalties that may follow. They complement the Provider Agreement and the Refund Policy.

1. Warning notices

Seya may issue a warning when a Provider’s behaviour falls short of marketplace standards (for example: late starts, repeated rescheduling, incomplete profile, unverified documents, member complaints).

• Warnings are sent by email and recorded on the Provider’s admin file.
• Each warning is numbered (#1, #2, …) and includes the reason and any required action.
• Repeated or unresolved warnings may lead to suspension at Seya’s discretion.

2. Admin suspension

Seya may suspend a Provider account when there is a serious or repeated breach of the Provider Agreement, a safety concern, a payments issue, or unresolved warnings.

• The Provider receives an email explaining the reason and the next steps.
• The business is hidden from search and cannot accept new bookings.
• Upcoming bookings are cancelled automatically. Affected members are notified by email, deposits are refunded, and any held balance authorisations are voided.
• Before confirming a suspension that affects bookings within the next 48 hours, the admin is shown an impact warning so the disruption is taken into account.
• A suspended Provider can be reinstated by Seya once the underlying issue is resolved. Reinstated accounts re-enter review before going live again.

3. Business-initiated pause

Providers may pause their business at any time from the business settings page (for holidays, staffing changes, renovations, etc.). While paused:

• The profile is hidden from search and new bookings are blocked.
• Any upcoming bookings are cancelled. Affected members are notified by email and refunded.
• The business can resume at any time from the same screen.

4. Last-minute pauses

Pausing a business close to confirmed appointments causes real inconvenience to members. When a Provider pauses with bookings scheduled within the next 48 hours:

• The pause confirmation screen warns the Provider how many bookings fall inside the 48-hour window before they confirm.
• Affected members are fully refunded and receive a dedicated apology email acknowledging the short-notice cancellation.
• Seya tracks every Provider-initiated cancellation. Repeated last-minute pauses may result in a formal warning and, ultimately, suspension of the business from the platform.
• Seya does not currently charge the Provider a monetary penalty for late pauses, and does not currently pass any such penalty on to members as wallet credit. We may introduce either measure at our discretion in a future version of this policy.

Bookings outside the 48-hour window are cancelled and refunded without further consequence to the Provider beyond the standard cancellation record on their account.

5. Member protection — what we always do

Whenever a booking is cancelled because a business is suspended, rejected, or paused, Seya will:

• Cancel the booking and update its status to cancelled.
• Refund any captured deposit to the original payment method.
• Void any held balance authorisation so the member is not charged.
• Reverse any wallet credit or cashback earned on that booking.
• Email the member with the reason and next steps.
• Surface an in-app notification in the member’s account.

6. Reinstatement and resuming activity

• A reinstated business returns to review status. Seya confirms documents, payments setup and listings before the profile becomes discoverable again.
• A business that resumes after a self-pause becomes discoverable again immediately, provided documents and payments setup remain valid.
• Previously cancelled bookings are not restored. Members must rebook.

7. Communication and audit trail

All warnings, suspensions, reinstatements, pauses, cancellations, refunds and penalties are logged on the Provider’s admin file and in the member’s booking history. Email notifications are recorded in our delivery logs.

8. Questions

If you believe a warning, suspension, cancellation or penalty was applied incorrectly, reply to the notification email or contact support@seyabook.com. Seya will review the case and respond.