The order cancellation process is regulated by Section 7 of the Terms & Conditions ‘Cancellation terms’.
The order cancellation process differs depending on the order type (pre-paid or post-paid).
Regardless of the order type, the order can be canceled without any extra charges before it has been confirmed (= while it’s in status Confirmation) both by the customer and the supplier.
After the сonfirmation, the following rules apply.
Pre-paid orders
You can cancel the order at any moment before the service is provided. To do so, simply click ‘Cancel order’ and provide a reason for cancelling.
If the customer cancels an already paid order 24 hours before the appointment starts or earlier, they will receive a full refund.
If the customer wants to cancel the order later than 24 hours before the appointment starts, he/she can only do so by contacting you.
- If you accept the cancellation of the order with a full refund, simply click ‘Cancel order’.
- If you cannot accept the cancellation of the order with a full refund, don't cancel the order, and notify the customer about your decision.
Post-paid orders
You can cancel the order at any moment before the service is provided. To do so, simply click ‘Cancel order’ and provide a reason for cancelling.
If the customer wants to cancel an order that has already been confirmed, you need to decide whether to demand reimbursement from the customer or not. The reimbursement amount should be determined by your cancellation policy.
If you decide not to request reimbursement, simply cancel the order.
If you decide to request a reimbursement that’s smaller than the initial price, edit the price and click 'Reject'.
If you still expect the customer to pay full price, simply click 'Reject'.