Refund Policy

Seya is a marketplace where each Provider sets their own pricing, deposits, and cancellation rules. This Refund Policy explains how those rules are applied across the Platform, how disputes are resolved, and what consumer-protection rights apply.

1. Provider-set policies

Before you confirm a booking, the Provider’s deposit and cancellation policy is shown on the service page and on the checkout screen. By confirming, you agree to that policy for that specific booking.

2. Standard cancellation windows

Unless the Provider has set different terms, the following defaults apply:

• More than 48 hours before the appointment: full refund of any deposit, no fee.
• Less than 48 hours before the appointment: the deposit is non-refundable; the remaining balance is not charged.
• No-show (no cancellation, no arrival): the full service price is charged automatically 2 hours after the scheduled start time.

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 deposits and the Seya service fee) within 5–10 business days, plus a 10% apology credit to your Seya wallet, paid by the Provider. 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@seyabook.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@seyabook.com or open a dispute from the booking page.