Before professional confirmation
You may cancel a paid booking request before the professional accepts it and receive a full refund. If the professional rejects the request or does not respond within 15 minutes, Groomsy cancels it automatically and initiates a full refund.
After professional confirmation
A customer cancellation after the professional has accepted the booking carries a 5% cancellation charge. Groomsy initiates a refund of the remaining 95% to the original payment method.
If the professional cannot attend
If a professional declines, Groomsy support cancels an accepted visit, or the professional has not arrived within 60 minutes of the confirmed arrival time, Groomsy cancels the booking and initiates a full refund.
Refund timing
Groomsy initiates eligible refunds promptly, but the time taken to appear in your account depends on PayU, your bank and the original payment method. Groomsy support can confirm the current provider settlement window for your transaction.
Service concerns
The pilot does not promise a “guaranteed grooming” remedy. Customer support should record concerns and resolve them case by case until the owner approves a consistent redo or refund policy.