Refund & Cancellation Framework
Fyndow's refund framework is built in three layers:
- The provider's policy — chosen from a fixed set of templates when they set up a listing, and shown to you before you book or buy.
- The platform floor — non-negotiable protections that override any provider policy when something goes genuinely wrong.
- Dispute resolution — admin mediation for everything that is not clear-cut.
This page explains the policy you agree to and what to expect when a booking or order does not go as planned. For how money actually moves between you and a provider, see How Providers Get Paid. For everything that needs a human to weigh in, see Disputes & Chargebacks.
Provider policy templates
Providers do not write free-text refund policies. They pick from a small set of standard templates. This keeps policies predictable for customers and gives disputes a consistent basis to be judged against. A provider chooses one service-cancellation template and one product-return template; the exact rule is surfaced to you at booking or checkout — "you're agreeing to this provider's cancellation policy" — and shown on their public profile.
Service cancellation templates (timing-based)
These determine how much of a paid booking you get back depending on how far ahead of the appointment you cancel.
| Template | Rule |
|---|---|
| Flexible | Full refund if you cancel at least 24 hours before the appointment; 50% refund after that. |
| Moderate | Full refund up to 48 hours before; 50% between 24 and 48 hours before; no refund within 24 hours. |
| Strict | 50% refund if you cancel at least 7 days before; non-refundable after that. |
The default template for a new business is Moderate.
The refund amount is computed precisely from the chosen template, the scheduled start time, and the moment of cancellation. For example, under Flexible, cancelling 25 hours out returns 100%; cancelling 20 hours out returns 50%. Cancelling after the start time is treated as the most-penalised band.
Product return templates (condition-based)
For physical products, returns depend on the condition of the item, not on timing. These are resolved through the return / dispute flow rather than a time-window calculation.
| Template | Rule |
|---|---|
| Standard | 14-day return if the item is defective or not as described. |
| Final sale | Returns accepted for defective items only — no change-of-mind returns. |
| Custom / made-to-order | Deposit is non-refundable; returns accepted for defective items only. |
The default template for a new business is Standard.
The platform floor (overrides any provider policy)
No matter which template a provider picks, Fyndow enforces a floor of protection. When the provider fails to deliver or misrepresents what they sold, you are entitled to a full refund regardless of their cancellation or return policy:
- Provider no-show / non-delivery — they never showed up or never rendered the service → full refund.
- Fraud, misrepresentation, or not-as-described → full refund.
- Product defective or not-as-described → full refund or replacement.
- Non-delivery of a product (never shipped) → full refund.
The floor is enforced through Fyndow's disputes process with admin review — not by the provider's template. See Disputes & Chargebacks.
Scenario matrix
| Scenario | Outcome | How it's handled |
|---|---|---|
| Customer cancels within the policy window | Per provider template | Cancellation window + automatic refund |
| Customer cancels late | Partial or none, per template | Template |
| Provider cancels / no-show | Full refund (+ reputation hit) | Platform floor |
| Quality dispute | Admin mediates → partial or full | Disputes + admin refund |
| Product defective / not-as-described | Full refund or replacement | Platform floor |
| Product change of mind | Per return template | Template |
| Non-delivery (never shipped or rendered) | Full refund | Platform floor |
| Chargeback (you dispute with your bank) | Resolved with your bank | See Disputes & Chargebacks |
How the platform fee is treated on a refund
When a refund is issued, what happens to Fyndow's platform fee depends on whose fault the situation is:
- Customer-fault cancellation (for example, cancelling inside a strict window) → the platform keeps its fee; only the policy-owed portion is returned.
- Provider-fault, non-delivery, or upheld dispute → you are refunded in full, including the platform fee, so you are made whole and the platform does not pass the cost on to you.
- Voluntary provider refund → the provider funds the difference, so the platform is not left absorbing it.
In every case the refund pulls back the right portions from the provider and the platform together, so you receive the amount you are owed without anyone being double-charged.
The precise rule text shown to you at checkout is the single source of truth for your specific booking or order. The provider's chosen templates also appear on their public profile so you can see them before you decide to book.