Refund & Cancellation Policy

Zuriya Ltd ("Zuriya", "we") operates a two-sided marketplace. Each Provider on Zuriya sets their own cancellation policy from one of three tiers, Flexible, Moderate, or Strict, and that tier applies to every booking made with them. The tier in force is displayed on the Provider's profile and in the booking summary before you pay. By confirming a booking you agree to the policy that Provider has chosen, the platform charges described below, and the refund and fee-capture mechanics set out in this document.

1. Provider Cancellation Tiers

Each refund entitlement below is calculated against the total booking value (service price plus any add-ons). Deposits paid at the time of booking are treated as part of the total and refunded in line with the tier.

"Cancellation window" is measured from the scheduled start of the appointment (Europe/London local time) back to the moment you submit the cancellation through the platform, not to the moment the Provider acknowledges it.

2. How to Cancel or Reschedule

Self-service cancellation and rescheduling is available directly from your account:

• Registered clients: sign in and open the booking from your dashboard. The refund preview is displayed before you confirm.
• Guest bookings: use the secure "Manage booking" link in your confirmation email; no sign-in is required.
• If a Provider accepts a reschedule request, any fees that would have applied to a cancellation at that point are waived.

If you cannot access these tools, email support@zuriya.co.uk with your booking reference and we will action the change on your behalf within one working day.

3. Card on File, Off-Session Charges & Stripe

Bookings made under a Moderate or Strict tier where no deposit (or only a partial deposit) is taken require you to securely save a payment method so the Provider's cancellation and no-show fees can be enforced. This is disclosed on-screen before you confirm the booking.

Off-session charging. By confirming a booking that requires a card on file you authorise Zuriya and Stripe Payments UK, Ltd. ("Stripe") to charge that card, on an off-session basis and without further prompting, for late-cancellation or no-show fees that fall due under the Provider's chosen tier (Section 1). The maximum possible charge for the booking is shown to you before checkout and will never exceed 100% of the booking total. Additional authentication (3-D Secure) may still be required by your issuing bank.

Provider grace period. Once a late-cancel or no-show is recorded, the fee is scheduled for capture but held for a 24-hour provider review window. During this window the Provider can waive the fee in full. Zuriya does not override a Provider's decision to waive.

Payment processor. All payments (deposits, full payments, and off-session fee captures) are processed by Stripe. Zuriya does not store card numbers or CVVs; we hold only a reference token returned by Stripe that is scoped to your account. Provider payouts are routed via Stripe Connect (Express accounts).

Managing saved cards. You can view and remove cards on file at any time from Dashboard → Payment methods. A card cannot be removed while it is linked to an upcoming booking that requires it; cancel or reschedule that booking first.

4. Deposits

• Providers may require a deposit between 20% and 100% of the service price at the time of booking.
• Deposits form part of the total booking value and are refunded (or retained) in line with the tier in Section 1.
• If a Provider cancels, any deposit is refunded in full regardless of tier (see Section 5).

5. Cancellation by the Provider

If a Provider cancels a confirmed booking, the client receives a full refund of anything paid (deposit or full payment) regardless of the tier, and no card-on-file fee is captured. Repeated cancellations by a Provider may result in account review, removal from featured placements, or suspension under our Terms of Service.

6. Auto-Completion & 48-Hour Dispute Window

Confirmed bookings are automatically marked Completed two hours after the scheduled end of the appointment if neither party has updated the status. This keeps payouts on schedule and reduces admin load.

• Both parties receive an email and in-app notification confirming auto-completion.
• Clients then have a 48-hour window from auto-completion to raise a dispute via the "Report an Issue" button on the completed booking.
• Raising a dispute places the Provider's earnings for that booking on hold while our team reviews the case. A fair outcome may include a partial or full refund, or a replacement service.
• After the 48-hour window closes, the booking is considered settled and funds clear to the Provider at the next payout cycle.

7. Service Disputes & Mediation

Beyond the 48-hour auto-completion window, if you believe a service you received was materially different from what was advertised, or if you are a Provider and the client's conduct breached our Terms, contact support@zuriya.co.uk within 14 days. We will mediate impartially and may, at our discretion, authorise a refund, waive a fee, or arrange a goodwill credit. Nothing in this policy removes your statutory rights under UK consumer law.

8. How Refunds Are Processed

• Refunds are issued to the original payment method via Stripe.
• Allow 5–10 UK business days for the refund to appear on your statement after we process it. Some card issuers are faster; very few take longer.
• Stripe's own card-processing fees on the original payment are non-refundable to Zuriya, where a Provider would otherwise bear the full fee, we absorb this on their behalf as a goodwill commitment.
• Any referral or platform credit applied at checkout is returned to your Zuriya balance, not to your card.

9. Chargebacks

Please contact us before raising a chargeback with your bank, in almost all cases we can resolve the issue directly. Chargebacks filed for bookings that were legitimately delivered or that sit under a Strict policy will be defended with Stripe using the booking record, messages, and any photographic evidence supplied by the Provider. Accounts that abuse the chargeback process may be suspended.

10. Contact

For refund and cancellation queries, email support@zuriya.co.uk with your booking reference. For privacy-related questions, see our Privacy Policy or write to privacy@zuriya.co.uk.