At ChiyaIO, we facilitate professional appointment bookings through our platform. This policy outlines the terms and conditions for refunds on booking convenience fees and service provider subscriptions.
1. Appointment Booking Convenience Fee
Our booking convenience fee is a small charge to confirm and secure your appointment slot with service providers. This fee is separate from the service fee you pay directly to the service provider.
1.1 General Policy
Booking convenience fees are generally non-refundable as they secure your appointment slot and cover platform processing costs.
1.2 Refunds Will Be Issued In Following Situations:
Duplicate Payments
- If you accidentally make duplicate payments for the same appointment booking convenience fee, we will refund the additional payment(s) promptly
- Multiple bookings for the same time slot will result in automatic refund of duplicate charges
Payments Made in Error
- Technical errors during payment processing that result in incorrect charges
- Wrong appointment date/time selected due to platform malfunction
- Payment processing errors where booking was not confirmed despite successful payment
Fraudulent Payments
- If payments are identified as fraudulent, we will refund the amount to the rightful account
- Unauthorized use of payment methods will be investigated and refunded
Service Provider Cancellation
- If the service provider cancels your confirmed appointment
- Service provider unavailability due to emergency or unforeseen circumstances
- Service provider account suspension or termination by our platform
Platform Technical Issues
- Platform downtime preventing appointment attendance
- Technical failures that prevent service delivery
- System errors that double-charge convenience fees
2. Service Provider Subscriptions
Service providers can subscribe to premium plans for enhanced features and better visibility on our platform.
2.1 Free Plan
Our Free Plan is completely free forever. There are no charges, no hidden fees, and nothing to refund. Service providers can:
- Create professional profiles and list basic services
- Receive bookings and manage appointments
- Generate QR codes for their business
- Use the platform indefinitely at no cost
2.2 Premium Plans - 7-Day Money-Back Guarantee
Premium subscription plans come with a 7-day money-back guarantee:
Eligibility for Full Refund
- You subscribed to Premium within the last 7 days
- You haven't extensively used premium features
- You're not satisfied with the premium features
After the 7-Day Period
- No refunds are provided for the current billing period
- You can cancel anytime to prevent future charges
- Premium features remain active until the end of your current billing period
3. Non-Refundable Situations
Refunds will NOT be provided in the following cases:
3.1 Customer No-Shows
- Customer fails to attend confirmed appointment without prior notice
- Late arrivals where service provider cannot accommodate
- Customer cancellations without reasonable notice
3.2 Service Quality Issues
- Dissatisfaction with service provider's work quality
- Disagreements between customer and service provider
- Service outcomes not meeting customer expectations
- Professional advice or consultation quality concerns
3.3 Change of Mind
- Booking cancellations due to change of mind
- Deciding not to proceed with the appointment
- Preference for different service provider
3.4 Completed Transactions
- Appointments that have been successfully completed
- Services that have been delivered as scheduled
- Booking fees for attended appointments
4. Withdrawn/Cancelled Bookings
Refunds for cancelled appointments will be processed as follows:
4.1 Appointments Not Yet Processed
- If the service provider has not confirmed your booking, full refund will be issued
- System-cancelled bookings due to provider unavailability
4.2 Confirmed Appointments
- Once service provider confirms your appointment, convenience fees are non-refundable
- Exceptions made only for situations listed in Section 1.2 above
- Detailed breakdown of processing costs available upon request
5. How to Request a Refund
5.1 Refund Request Process
- Check Eligibility: Ensure your situation qualifies under our refund policy
- Gather Information: Collect booking ID, transaction details, and payment receipts
- Contact Support: Reach out via WhatsApp, email, or dashboard support
- Provide Details: Share booking details, reason for refund, and supporting documentation
- Review: We'll review your request within 24-48 hours
- Approval: Once approved, refund is initiated immediately
5.2 Refund Processing Timeline
- Booking Fee Refunds: 24-48 hours for review
- Subscription Refunds: 48-72 hours for review
- Refund Initiation: Within 2 business days of approval
- Bank Processing: 5-7 business days (depending on your bank)
- Total Time: Typically 7-10 business days from approval to money in account
5.3 Required Information
To process your refund quickly, please provide:
- Your registered email address or mobile number
- Booking ID or appointment reference number
- Transaction ID or payment receipt
- Date and time of booking
- Service provider name and service type
- Detailed reason for refund request
- Supporting documentation (if applicable)
6. Before You Request a Refund
Having issues with your booking or service? Let's try to resolve them first:
6.1 Booking Issues
- Contact support for booking confirmation problems
- We can help reschedule appointments when possible
- Technical issues can often be resolved quickly
6.2 Service Provider Communication
- Contact service provider directly for service-related questions
- Use our platform messaging for appointment coordination
- Report unprofessional behavior to our support team
6.3 Payment Concerns
- Verify charges in your booking history
- Check payment confirmation emails
- Contact support for payment clarification
7. Subscription Management
7.1 How to Cancel Service Provider Subscription
Service providers can cancel their premium subscription anytime:
- Go to Dashboard → Settings → Subscription
- Click "Cancel Subscription"
- Confirm cancellation
- Or contact support for assistance
7.2 What Happens After Subscription Cancellation
- Premium features remain active until the end of current billing period
- No further charges will be made
- Account automatically downgrades to Free Plan
- You can resubscribe anytime
- All booking history and profile data remains intact
8. Platform Interruptions & Credits
8.1 Extended Downtime
If ChiyaIO is unavailable due to our fault:
- Less than 4 hours: No compensation (normal maintenance)
- 4-24 hours: Booking fee refunds for affected appointments
- More than 24 hours: Full refunds for all affected bookings and proportional subscription credits
8.2 Scheduled Maintenance
- Advance notification provided via email and dashboard
- Typically scheduled during low-traffic hours
- No refunds for announced maintenance windows
- Emergency support available for urgent booking issues
9. What Happens After a Refund
9.1 Booking Fee Refunds
Upon booking fee refund approval:
- Appointment is automatically cancelled
- Service provider is notified of cancellation
- Your booking history shows refund status
- You can book new appointments normally
9.2 Subscription Refunds
- Premium features are immediately deactivated
- Account automatically downgrades to Free Plan
- All service listings and profile data remain intact
- Booking history and customer reviews preserved
9.3 Data Retention
- All profile information and service listings remain intact
- Booking history continues to be accessible
- QR codes and profile links continue to work
- You can continue using Free Plan features
10. Our Commitment
We're committed to providing transparent and reliable service:
- Fair Pricing: Affordable booking fees and subscription plans
- Transparent Policies: Clear refund conditions with no hidden clauses
- Quality Platform: Reliable booking system that works seamlessly
- Privacy Protection: Secure handling of all personal and payment data
- Prompt Support: Quick resolution of legitimate refund requests
- Professional Network: Verified service providers for quality assurance
11. Contact for Refund Requests
Need to request a refund or have questions about our refund policy?
11.1 Contact Methods
- Dashboard: Settings → Support → Submit Refund Request
- WhatsApp: Contact via business number for fastest response
- Email: Use registered email to contact support team
- Phone: Call support during business hours
11.2 Response Times
- Booking Fee Refunds: 24-hour response time
- Subscription Refunds: 48-hour response time
- Premium Service Providers: Priority 12-hour response
- Refund Processing: 7-10 business days after approval
12. Policy Updates
We may update this refund policy occasionally to reflect service improvements or regulatory requirements. Changes will:
- Be posted on this page with updated date
- Apply to new bookings and subscriptions after the update
- Not affect existing bookings or active subscriptions
- Be announced via email to all registered users
- Maintain the core principle of fair and transparent refund processing
13. Final Notes
At ChiyaIO, we aim to provide a clear and transparent refund policy that:
- Protects customers from technical errors and fraudulent charges
- Ensures fair treatment for both customers and service providers
- Accounts for the operational costs of maintaining the booking platform
- Provides prompt resolution for legitimate refund requests
- Maintains the integrity of the appointment booking system
Our aim is to safeguard the interests of our users while accounting for the costs involved in processing bookings and maintaining the platform. We are dedicated to addressing legitimate concerns and ensuring that refunds are handled promptly and fairly.