- Cancellation Window: Define a specific cancellation window (e.g., 24 hours before the appointment) within which customers can cancel without incurring any charges.
- Cancellation Fees: Specify any cancellation fees that apply for late cancellations or no-shows. These fees should be reasonable and clearly communicated to customers during the booking process.
- Refund Eligibility: Outline the circumstances under which customers are eligible for a refund. For example, refunds may be offered for canceled appointments within the designated cancellation window.
- Refund Process: Explain the process for customers to request a refund. Provide clear instructions on how they should contact customer support or submit a refund request through the website.
- Refund Timeline: Define the expected timeline for processing refunds. Customers should have a reasonable expectation of when they will receive their refunds.
- Service Provider Cancellations: Address the scenario in which a service provider cancels an appointment. Outline whether the customer is eligible for a refund or if alternative arrangements will be made.
- Rescheduling: Explain how customers can reschedule appointments without incurring cancellation fees. Encourage flexibility by allowing customers to reschedule within a reasonable time frame.
- Exceptions: Identify any exceptional circumstances, such as emergencies or force majeure events, where cancellation fees may be waived or refunds automatically provided.
- Notification Requirements: Specify how customers and service providers should notify each other of cancellations or changes in appointments. Ensure that both parties are informed in a timely manner.
- Communication Channels: Clearly state the preferred channels of communication for cancellations and refund requests. Provide contact information for customer support and any specific forms or procedures to follow.