Booking Cancellation Policy

1. Scope

This policy applies to all appointments booked through the Platform and should be read together with the Terms and Conditions and Privacy Policy.

2. Definitions

• "Client" — An individual who books an appointment through the Platform.
• "Partner" — A salon, stylist, or beauty professional listed on the Platform who accepts bookings.
• "Appointment" — A confirmed booking for a specific service at a specified date and time.
• "Standard Cancellation Window" — The period before a scheduled appointment during which cancellation incurs no penalty. The default is 24 hours; Partners may extend this to up to 48 hours in their settings.

3. Client-Initiated Cancellations

Exceptions: Cancellations due to verified medical emergencies or force majeure events may be exempt from penalties. Supporting documentation should be submitted to support@stailer.app within 48 hours. Stailer will review exemption requests at its reasonable discretion.

1. Cancellation before the Standard Cancellation Window: No fees apply. Any prepayment or credit hold is automatically released to the Client's account.
2. Cancellation within the Standard Cancellation Window or no-show (tracked over a rolling 90-day period): (a) First occurrence — in-app warning notification. (b) Second occurrence — an automatic cancellation fee may be charged from the Client's saved payment method or Stailer wallet, and transferred to the Partner as compensation. (c) Third consecutive occurrence — the Client's booking ability may be temporarily restricted until the outstanding fee is paid and a valid payment method is confirmed.

4. Partner-Initiated Cancellations

• If a Partner cancels with less than 24 hours' notice or fails to attend a confirmed appointment, their marketplace visibility score may be reduced for a period of 7 days.
• If Partner-initiated cancellations exceed 3% of total monthly bookings, the Partner's listing may be temporarily suspended until a remediation plan is agreed upon.
• No commission is charged to the Client for appointments cancelled by the Partner.

5. Appointment Modifications

1. Client-initiated changes (time, date, or service type) are treated as a cancellation followed by a new booking. The cancellation rules above apply to the original appointment.
2. Partners may propose alternative times or dates. The Client has 2 hours to accept the proposed change; if no response is received, the original appointment remains in place.

6. Cancellation Fees and Charges

1. Cancellation fees are charged in the currency applicable to the Client's account, as processed by our payment provider (Stripe).
2. If payment collection fails, the Client's booking ability may be restricted. A retry will be attempted automatically after 24 hours.
3. Cancellation fees are non-refundable except in cases where Stailer grants an exemption under the exceptions described above.

7. Subscription Cancellation

This section applies to Partners who hold a paid Stailer subscription.

You may cancel your subscription at any time through your account settings on the Platform. Cancellation takes effect at the end of your current billing period — you retain full access until then.

No partial refunds are issued for the remaining days in a billing cycle after cancellation. After cancellation, your business listing is removed from the marketplace, but your account data is retained in accordance with our Privacy Policy and applicable legal requirements.

To reactivate your subscription, simply log in and select a new plan from the pricing page.

8. Consumer Right of Withdrawal (EU Distance Contracts)

This section applies to consumers within the European Union and European Economic Area who book services or enter into contracts through the Platform at a distance (i.e., without simultaneous physical presence of the parties), in accordance with Directive 2011/83/EU on consumer rights.

Right of Withdrawal: If you are a consumer who has entered into a distance contract for a service through the Platform, you have the right to withdraw from the contract within 14 calendar days from the date of contract conclusion, without giving any reason and without incurring any costs other than those provided for in this section.

How to Exercise Withdrawal: To exercise your right of withdrawal, you must inform Stailer of your decision by an unequivocal statement (e.g., email to support@stailer.app, or through the cancellation feature in the Platform). You may use the model withdrawal form provided below, but it is not obligatory.

• Model Withdrawal Form: "To Stailer Corporation, 1111B S Governors Ave, STE 23978, Dover, DE 19904, USA (support@stailer.app): I hereby give notice that I withdraw from my contract for the provision of the following service: [service description], ordered on [date] / received on [date], Name of consumer, Address of consumer, Date, Signature (only if on paper)."
• Effects of Withdrawal: If you withdraw, Stailer will reimburse all payments received from you for the withdrawn service without undue delay and no later than 14 days from the day on which Stailer is informed of your decision to withdraw. Reimbursement will be made using the same means of payment as used for the initial transaction, unless expressly agreed otherwise.
• Exception — Service Already Performed: If you have requested that the performance of the service begin during the withdrawal period, and the service has been fully performed, you acknowledge that you will have lost your right of withdrawal once the service is fully performed. If the service has been partially performed, you shall pay an amount proportional to what has been provided until you communicated your withdrawal.
• Exception — Digital Content: For any digital content (e.g., AI-generated images, marketing materials) supplied on a non-tangible medium, you acknowledge that you lose your right of withdrawal once the digital content has been fully delivered with your prior express consent and your acknowledgment that you thereby lose your right of withdrawal.

9. Disputes and Complaints

1. Complaints regarding cancellation fees or penalties must be submitted through the Platform (Support section) or via email to support@stailer.app within 7 days of the charge.
2. Stailer will respond within 5 business days. Our internal decision does not affect your right to pursue external remedies through the competent courts or applicable consumer protection authorities.

10. Policy Updates

Stailer may update this policy from time to time. Changes take effect 30 days after notification via the Platform or email. Continued use of the Platform after the effective date constitutes acceptance of the updated policy.