Refund & Cancellation Policy

Last updated: 31 May 2026

This policy explains how cancellations, no-shows, and refunds work on BookMe. It applies to all reservations made through the Service and is part of our Terms of Service.

1. Current payment model

At this time, all reservations on BookMe are paid directly to the shop on arrival. BookMe does not collect payment from customers at the time of booking and therefore does not process refunds in cash. Any monetary refund that may be due is handled by the shop directly, in accordance with its own policies and Philippine consumer law.

Once online payment through PayMongo is introduced, this section will be updated to explain how refunds are processed back to the original payment method.

2. Cancelling a reservation

2.1 Customer-initiated cancellation

You can cancel a reservation at any time from My Reservations, up until the reservation start time. Cancellations made at least 2 hours before the reservation start time are free of charge.

Cancellations made less than 2 hours before the reservation start time are considered late. Shops may decline future bookings from customers with a pattern of late cancellations or no-shows.

2.2 Shop-initiated cancellation

A shop may cancel a confirmed reservation in exceptional circumstances (for example, staff illness, equipment failure, force majeure). When this happens, BookMe will notify you by email and in-app notification. You will not be charged, and we will help you rebook with the same or another shop where possible.

2.3 No-shows

If you do not arrive within a reasonable window of your reservation start time (typically 15 minutes, unless the shop’s policy says otherwise), the shop may mark the booking as a no-show. Repeated no-shows may result in restrictions on your account.

3. Refunds

3.1 Pay-on-arrival

Because BookMe does not collect the payment, refunds for pay-on-arrival bookings are between you and the shop. If a service was not delivered as described, you should first raise the issue with the shop, and may then escalate it to BookMe through the in-app Support page. We will assist in mediating where appropriate but the legal remedy lies between you and the shop.

3.2 Online payments (future)

Once online payment is enabled, refunds for eligible reservations will be processed back to the original payment method, typically within 5–10 business days, depending on your bank or card issuer. Eligibility rules and any retained processing fees will be disclosed at checkout.

4. Disputes

If you have a complaint about a reservation, please raise it through Support within 7 days of the reservation date so we have enough context to help. Keep any photos, receipts, or chat messages related to the issue.

5. Force majeure

Neither BookMe nor any shop is responsible for cancellations caused by events outside reasonable control, including natural disasters, government orders, public-health emergencies, or major outages of telecommunications or power infrastructure.

6. Changes to this policy

We may update this policy from time to time. Material changes will be announced in the app or by email at least 14 days before they take effect.

7. Contact

Questions about a specific booking are best raised through Support. General questions about this policy can be sent to [support@bookme.example].