Status: draft for counsel review Effective date: [TO FILL BEFORE PUBLICATION] Version: 0.1-launch-draft
This Booking & Cancellation Policy explains how bookings, cancellations, refunds, deposits, no-shows, and support work on OVIO. It supplements the OVIO Terms of Service and Marketplace Terms.
Do not publish this document until counsel has approved it and all bracketed items are complete.
1. OVIO's Role
OVIO provides marketplace, booking, communication, and payment tools. Independent businesses list and provide the services. The business shown on the service listing is responsible for performing the service and for the policy shown to the customer before booking, subject to mandatory rights that apply.
OVIO may help coordinate marketplace support, payment processing, refunds, reports, and policy enforcement.
2. Before You Book
Before confirming a booking, review:
- Business name.
- Service name and description.
- Date, time, duration, and timezone.
- Location, service area, or online-service instructions.
- Price, taxes, fees, and currency where shown.
- Whether payment is due now, later, or not required.
- Whether the amount due now is a deposit or the full price.
- Cancellation window.
- Refund, no-show, lateness, and rescheduling policy.
- Service notes, age limits, accessibility notes, or safety requirements.
If anything is unclear, contact the business before booking.
3. Booking Confirmation
A booking may be:
- Confirmed immediately.
- Pending business approval.
- Confirmed only after payment or deposit.
- A request that the business may accept, decline, or propose to reschedule.
The booking status will be shown in OVIO and may also be sent by email or other notification. Do not treat a booking as confirmed until the status says it is confirmed.
4. Payments and Deposits
Where payment is enabled, the checkout must show the amount due and the payment obligation before the customer confirms payment.
If a deposit is required, the checkout should say that the amount due now is a deposit and should explain how the remaining balance is handled. If the balance is paid directly to the business, that direct payment is between the customer and the business unless OVIO expressly states otherwise.
Paid marketplace bookings may be unavailable until the business completes required payment-readiness checks.
5. Customer Cancellations
Cancellation is handled under the policy shown for the specific service before booking and any mandatory rights that apply.
If a service has a cancellation window, the customer may cancel within that window using OVIO tools where available or by contacting the business. If the customer cancels outside the allowed window, a refund, partial refund, retained deposit, reschedule, or no refund may apply only as allowed by the service policy and applicable law.
6. Business Cancellations
If the business cancels, materially changes the service, cannot provide the service, or asks to reschedule, the business is responsible for handling the customer under its policy and applicable law. OVIO may help coordinate support and payment processing.
Where payment was made through OVIO, refunds or payment reversals may be processed through Stripe or the applicable payment provider.
7. Refunds
Refunds are handled under:
- The service policy shown before booking.
- Mandatory consumer rights that apply.
- Stripe or payment provider rules.
- Evidence available to OVIO and the business.
- The final marketplace payment model.
OVIO may assist with processing refunds through the payment flow where enabled. OVIO does not promise that every cancellation, service issue, or dispute will result in a refund.
8. No-Shows and Lateness
If a customer does not attend or is late, the business may be unable to provide the full service. The service policy shown before booking determines whether a deposit is retained, a fee is charged, a reschedule is offered, or a refund is available, subject to mandatory rights that apply.
Businesses must not apply no-show, lateness, or cancellation fees unless they were properly disclosed before booking and are allowed by law.
9. Withdrawal and Cooling-Off Rights
Consumers may have statutory withdrawal or cooling-off rights for some distance contracts. The exact right depends on the country, service type, timing, whether the service has begun, and whether an exception applies.
Some bookings for services on a specific date or during a specific period may not include a statutory withdrawal right after confirmation. This does not limit mandatory rights that apply.
[COUNSEL: Confirm final wording for each launch country and service category.]
10. Service Notes and Customer Preparation
Some services may require preparation, arrival time, documents, age checks, health/safety acknowledgements, accessibility arrangements, equipment, or location instructions. The business is responsible for publishing accurate requirements before booking.
Customers are responsible for reviewing and following reasonable service requirements shown before booking.
11. Disputes
If there is a service issue:
- Contact the business first where possible.
- Keep relevant evidence such as booking confirmation, receipts, messages, photos, attendance records, or cancellation notices.
- Contact OVIO at [SUPPORT EMAIL] if marketplace support is needed.
OVIO may request information from the customer and the business. OVIO may help coordinate support, but the business remains responsible for service delivery unless law or the final payment model requires otherwise.
12. Chargebacks and Payment Provider Disputes
Customers may have rights through their card issuer or payment provider. Businesses must cooperate with OVIO and Stripe in responding to payment disputes and chargebacks.
Chargeback outcomes may be determined by the payment provider, card network, bank, or applicable law.
13. Mandatory Rights
Nothing in this Policy limits consumer rights, statutory warranties, withdrawal/cooling-off rights, health and safety rights, or other rights that cannot be limited by contract.
14. Contact
- Booking support: [SUPPORT EMAIL]
- Report a service issue: [REPORT URL OR EMAIL]
- Legal notices: [LEGAL EMAIL]