Cancellation Policy

1. Overview

Servch is a booking platform that connects customers with independent service providers across the UK. Each service provider sets their own cancellation and refund terms, which are clearly displayed before you confirm your booking.

By completing a booking on Servch, you agree to the specific cancellation policy set by that provider.

2. How Provider Cancellation Policies Work

Service providers on Servch can configure their own cancellation terms. The policy is shown on the booking confirmation screen before you complete your booking.

2.1 Refund Window

Providers set a refund window — the minimum notice required to receive a full refund:

• 24 hours before: Full refund if cancelled at least 24 hours before the appointment
• 48 hours before: Full refund if cancelled at least 48 hours before the appointment
• 72 hours before: Full refund if cancelled at least 72 hours before the appointment
• No refunds: Some providers do not offer refunds after booking is confirmed
• Custom: Providers may set a custom refund window

Cancellations made after the refund window has passed are not eligible for refunds.

2.2 Late Arrival Policy

Providers also set a late arrival threshold. If you arrive late by more than the specified time, you may not be entitled to a refund:

• 10 minutes: No refund if you arrive more than 10 minutes late
• 15 minutes: No refund if you arrive more than 15 minutes late
• 30 minutes: No refund if you arrive more than 30 minutes late

If you're running late, contact the provider immediately — they may be able to accommodate you.

2.3 No-Show Policy

If you do not attend your appointment without prior notice:

• No refund will be provided
• You may be charged the full booking amount
• Repeated no-shows may result in account restrictions

3. How to Cancel a Booking

1. Log in to your Servch account
2. Go to "My Bookings" in your dashboard
3. Find the booking you wish to cancel
4. Click "Cancel Booking"
5. Review whether you are eligible for a refund based on the provider's policy
6. Confirm the cancellation

You will receive an email confirmation once your booking is cancelled.

4. Rescheduling

Rescheduling is often a better option than cancelling, as it allows you to keep your appointment with the provider.

4.1 Rescheduling Window

Providers set a minimum notice period for rescheduling:

• 24 hours: Must reschedule at least 24 hours before the appointment
• 48 hours: Must reschedule at least 48 hours before the appointment
• 72 hours: Must reschedule at least 72 hours before the appointment

4.2 How to Reschedule

1. Go to "My Bookings" in your dashboard
2. Click "Reschedule" on the booking
3. Select a new date and time from the provider's available slots
4. Confirm the new appointment

5. Provider Cancellations

If a provider cancels your booking:

• You will be notified immediately by email
• You will receive a full refund if you paid online
• Refunds are processed within 5-10 business days to your original payment method
• You may rebook with the same provider or choose another

6. Refund Processing

If you are eligible for a refund:

• Refunds are processed to your original payment method
• Processing time: 5-10 business days (depending on your bank)
• You will receive an email confirmation when the refund is initiated

If you paid at the location or the booking did not require payment, no refund processing is required.

7. Group Bookings

For group bookings (multiple people in one booking):

• Cancellation policies apply to the entire group booking
• Partial cancellations (removing some people) may be possible — contact the provider directly
• The cancellation window is based on the appointment start time

8. Disputes

If you believe a refund was incorrectly denied:

1. First, contact the provider directly through the Servch messaging system
2. If unresolved, contact our support team with your booking reference
3. We will review the case and may mediate between you and the provider

Please note that cancellation policies agreed to at booking are binding, and we cannot override provider policies unless there is clear evidence of a dispute.

9. Contact Us

For questions about cancellations or refunds:

Email: support@servch.co.uk
Response Time: Within 24 hours (Monday-Friday)

Please include your booking reference number when contacting support.