Refund & Cancellation Policy

Extraa Refund and Cancellation Policy

This policy governs cancellation timing, deposit handling, no-shows, disputes, merchant-side exceptions, and platform review standards for booking-related payment outcomes.

Effective date: June 2, 2026
A booking may be subject to a merchant policy, a checkout-specific disclosure, a deposit requirement, and this platform policy at the same time.
Submitting a refund or dispute request does not guarantee reversal; the request is reviewed against booking records, merchant policy, payment status, support evidence, and platform abuse controls.
We may reject, hold, or partially approve claims where evidence is incomplete, timelines are missed, services were materially used, or fraud or policy abuse is suspected.

Cancellation timing

Customers should cancel through the platform as early as possible. A merchant may define a cancellation window, deposit treatment, rescheduling rule, or no-show consequence for a given service, category, branch, or appointment type.

Where the platform displays a specific cancellation notice at checkout or in the booking record, that notice applies first. Late cancellations or no-shows may lead to deposit forfeiture, blocked refund eligibility, account review, or reduced promotional access.

Refund review standards

  • Whether the booking was cancelled within the allowed window.
  • Whether the merchant fulfilled, partially fulfilled, rescheduled, rejected, or materially changed the service.
  • Whether a deposit was required solely to reserve time or was applied toward the service total.
  • Whether the request is supported by booking notes, merchant records, timestamps, support messages, or other evidence.
  • Whether the request appears abusive, duplicative, manipulated, or inconsistent with platform records.

Chargebacks, reversals, and reserves

If a user initiates a chargeback or payment reversal, we may pause support review, suspend account actions, request further evidence, or offset associated liabilities where permitted by our agreements or platform rules.

We may cooperate with merchants, payment service providers, financial institutions, or investigators in responding to disputes, retrieval requests, and fraud reviews.

Platform discretion and exceptions

We may, but are not obligated to, issue goodwill credits, partial reversals, or exception-based resolutions where platform records show clear operational fault or where a commercial intervention is reasonably appropriate.

Goodwill actions do not create a precedent, ongoing right, or waiver of future enforcement.

Refund timelines depend on payment method, banking rails, processor response times, compliance checks, and the nature of the underlying claim.