Cancellation, Refund and No-Show Policy

Version: 0.1.0 (draft — windows/fees TO CONFIRM) · Applies to: Clients and Braiders

Incorporated by reference into the Client Terms (§) and Braider Agreement (§23). This draft documents the structure; the exact time windows and fee amounts marked [TBD] must be confirmed by the owner and NC counsel before launch.

1. Deposit

• A deposit is collected at booking to confirm the appointment. The deposit secures the Braider's time and is applied to the final Service Price.

2. Client cancellation

• More than [TBD] hours before the appointment: deposit refundable [TBD].

• Within [TBD] hours: deposit may be non-refundable to compensate the Braider's reserved time.

• Refunds, when due, are returned to the original payment method.

3. Braider decline / reassignment

• After payment, a Booking requires Braider confirmation. If the assigned Braider declines or does not confirm within the configured window, Zounya attempts to reassign another available Braider for the same slot and notifies the Client. If no Braider can be found, the deposit is refunded.

4. No-show

• Client no-show: deposit may be forfeited [TBD].

• Braider no-show: Client receives a full refund of the deposit, and the incident is reviewed.

5. Refund mechanics

• Refunds are processed through the payment processor. Chargebacks, refunds, and reversals may be offset against current or future Braider payouts (see Payment and Payout Policy).

6. Disputes

Contact support@zounya.com with the Booking reference. Disputed Bookings may be placed under review and payouts held pending resolution.