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Most bookings on TIME are paid at the venue: nothing is charged through TIME and no refund is needed. This policy applies when a provider requires a deposit or full prepayment through TIME (once online payments are enabled), and to provider subscriptions.
| Situation | What happens |
|---|---|
| You cancel before the free-cancellation cut-off | Full refund of what you paid |
| You cancel after the cut-off (late cancellation) | The provider’s late-cancellation fee may be kept (none, a percentage, a fixed amount or the whole amount paid, as shown before booking). The rest is refunded |
| You do not attend (no-show) | The provider’s no-show fee may be kept, as shown before booking. The rest is refunded |
| The provider declines, does not respond in time, or cancels | Full refund, automatically |
| The provider proposes another time and you decline | Full refund |
| The service was not delivered as booked | Report it within 48 hours; we review with the provider and refund fully or partly where justified |
Any fee kept can never exceed the amount you actually paid.
Cancel or reschedule from My bookings in the app. Rescheduling to another available time with the same provider before the cut-off keeps your deposit on the new booking. Rescheduling after the cut-off is treated as a late cancellation unless the provider agrees otherwise.
A provider may mark a booking as a no-show only after the appointment time. If you attended or cancelled in time, dispute the mark from the booking within 48 hours. We review the booking history and the provider’s response, and if the dispute is upheld any fee is refunded and the no-show is removed from your reliability record.
If a provider cancels a confirmed booking, closes, or cannot deliver the service, you receive a full refund automatically and a notification. Providers who cancel repeatedly may be restricted under the Provider Agreement.
- Refunds are processed by our licensed payment gateway, Moyasar, to the original payment method. We cannot refund in cash or to a different card.
- We start the refund as soon as it is due. It usually appears within 5–14 business days for cards and Apple Pay depending on your bank, and sooner for STC Pay.
- All amounts are in Saudi riyals. Partial refunds show the amount kept and the reason in the booking.
- Subscriptions can be cancelled at any time from the dashboard and stay active until the end of the paid period. Partial periods are not refunded unless required by law.
- When a booking is fully refunded, any TIME commission on it is reversed.
- Charges made in error are refunded in full once verified.
Contact [email protected] with your booking number. See also the Terms & Conditions and the Help center.
Questions about this document?
Our privacy and legal team usually replies within two business days. Include your account email and never send health data or documents.
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