• Accepting a quote reserves the time slot in the professional's calendar. Payment happens directly with the professional at the appointment.
• A client can cancel a booking from their bookings screen. BOOKEEEZ does not charge a cancellation fee, because BOOKEEEZ does not hold any of your money.
• Please cancel at least 24 hours before the appointment. That is the courtesy window professionals rely on to refill the slot.
• To reschedule, message the professional and agree on a new time; the professional can then release the old slot and confirm the new one.
• A professional may also cancel — for illness or an emergency, for example. The slot is released and you are notified so you can rebook.
• Repeated late cancellations or no-shows, from a client or a professional, can lead to reduced visibility or account restrictions on BOOKEEEZ.

Some independent professionals apply their own late-cancellation or no-show rules. Because payment currently happens in person, any such rule is the professional's own and is handled directly between you and them — BOOKEEEZ neither collects nor enforces it. Professionals should state their rule clearly in their bio, services or in chat before you accept a quote.

• A deposit — currently proposed at 30% of the accepted quote — would confirm the booking and reserve the slot.
• Cancelling more than 24 hours before the appointment would be free, with the deposit refunded.
• Cancelling less than 24 hours before would carry a 25% cancellation fee.
• A no-show would carry a 50% fee, paid to the professional.
• If the professional cancels or does not show up, the client would receive a full refund of the deposit.
• Rescheduling agreed with the professional would keep the deposit on the booking.

The full planned model is described on the Payments & cancellations page. These planned rules are intended to form part of this policy and of the Terms of Use once online payments launch, and you will be told before that changes.

Start in the booking chat with the other person — most situations are solved there. If something went clearly wrong (a service was never performed, or a no-show), reach out through the contact page.