Cancellation and Refund Policy

This page explains, in plain terms, what happens when a booking made through GoSavis is cancelled or not attended: what comes back to you, when and how. Its last part explains what a business must honour.

It explains the rules and does not replace them. The binding terms are the payments, cancellations and refunds section of our Terms of Use and, for each booking, the cancellation terms shown to you at checkout and on your booking confirmation. Where this page and those terms differ, those terms apply.

Each version of this page is dated and kept, with every earlier version, at the end of the page. We tell you about a material change to it at least 30 days before it takes effect, by email and in the app.

You can cancel a booking from your bookings in GoSavis: open the booking in Activity and choose Cancel. GoSavis records the cancellation straight away, makes any refund that is due through the way you paid, and emails you to confirm what happens to your payment.

You can also cancel by telling the business clearly that you are cancelling, in your own words or with the model cancellation form, by email or by post. The business's name and address are on your booking confirmation, under "Business details". If you email the business, copy in support@gosavis.com so that we see it too.

In the 14 days that follow the day you make a booking, you can cancel it for any reason, whatever notice you give, and your payment is refunded in full, including the GoSavis booking fee. The period starts the day after you book, so a booking made on 1 March can be cancelled under this right until the end of 15 March. It runs from when you book rather than from the appointment, and because most appointments take place inside it, it is the rule that decides most cancellations. It is a right the law gives you: no business sets it, and none may shorten it or charge you for using it.

The right covers a booking you make yourself through GoSavis, a parking booking included, and a booking a business makes for you by phone or message, or in person anywhere other than its premises, at your home for example. It does not cover an event ticket, which is for a leisure activity on a fixed date, or a booking a business makes for you in person at its premises. For those two, the business's own cancellation terms decide what comes back from the start, held to the same floor as every other booking.

An appointment that falls inside those 14 days is provided while you can still cancel, so it can be booked only with your request that the business provide the service within that period. Checkout states the request directly above the booking button, naming the business and the date, and booking with that statement shown makes the request. If you would rather not make it, you can choose a date after the period ends.

The request does not affect your right to cancel before the service is provided: until then you can cancel for any reason and be refunded in full. Once the service has been provided in full and the business has marked the booking complete, you can no longer cancel it for a refund. Until that happens, and on any booking made without the request, including one a business makes for you by phone or message or in person away from its premises, your right continues after the appointment for the rest of the period: you can still cancel from your bookings and be refunded in full, including the booking fee.

Once the period has ended, and from the start for an event ticket or a booking made in person at the business's premises, the business's own cancellation terms decide what comes back. They are shown to you at checkout before you confirm, and again on your booking confirmation, and your booking keeps the terms you were shown even if the business changes its terms later.

Every business is held to a floor: cancel at least 24 hours before the start and your payment is refunded in full; cancel inside 24 hours and 50 per cent of the price of the service is refunded. A business may offer terms more generous than that floor and may not offer less, and a business that has set no terms of its own uses the floor. How a charge is worked out, and what happens to the booking fee, is explained below.

Not attending a booking you have not cancelled is different from cancelling it. The business may then apply the no-show charge shown to you at checkout, which can be no more than 50 per cent of the price of the service. A no-show charge applies only where it was shown to you before you confirmed, and never above the figure you were shown, so where no charge was shown, none can be made, whatever the business sets later.

The charge is kept from the payment you have already made and is never billed to you separately, so where nothing has been paid, nothing is charged. Where a confirmed booking is correctly recorded as a no-show, GoSavis may keep the booking fee identified to you before payment, but only where this was part of the terms agreed for that booking, which it is where checkout told you, before you confirmed, that the GoSavis booking fee is not refunded where you do not attend; on any other booking the booking fee is refunded. We keep no more than the unrefunded booking fee remaining after the business’s lawful no-show charge, whether or not a charge applies. We do not deduct the payment provider’s processing fee. This does not affect your statutory rights or any entitlement to a full refund under our published guarantees. Whatever remains is refunded to you, and where what you have paid does not exceed what is kept, nothing comes back. Where the business has already refunded part of your payment, the charge and any booking fee kept are taken from what remains, in the same order.

A business can mark a booking as a no-show only once its start time has passed, and we tell you when it does. If you believe the mark is wrong, report it from the booking.

The GoSavis booking fee is one fixed amount per booking, between £0.75 and £3.49 depending on the booking's service total, and it is charged by GoSavis rather than by the business. Whenever your payment for a booking is refunded in full, for whatever reason, including a cancellation under your 14-day right, the refund includes the fee.

A cancellation or no-show charge is worked out on the business's price for the service alone and never includes the fee. It is kept from what you have already paid. Where a cancellation charge applies on a booking whose business has agreed to set the booking fee aside, which the cancellation screen tells you before you cancel, the booking fee you paid, less any part of it already refunded to you, is set aside for you first and refunded, and the charge is taken only from the rest: whatever you have paid above the charge, the fee included, comes back to you, and where the rest does not exceed the charge, the fee still comes back and nothing more does. On any other booking the charge is taken from what you have paid, the fee included, and whatever you have paid above it comes back to you. Where you do not attend, the business's charge is taken first, and the booking fee is kept only on a booking whose checkout told you so, out of whatever the charge leaves, as explained above. A charge is the business's compensation and GoSavis takes no share of it; on a booking that is cancelled GoSavis keeps no part of its fee either.

Some bookings are requests until the business accepts them, and checkout tells you when yours is one. The business has 24 hours to accept a request, or until the appointment starts if that is sooner, for every request, including one made on the day of the appointment, and the cancellation terms apply only once it has accepted. Before you send a request, checkout shows you the exact time by which the business must accept it, and the email acknowledging the request states the time recorded for it. When it accepts, your booking shows as confirmed in your account, which is how the acceptance is communicated to you, and the confirmation email we record in the same step and send you straight afterwards is your copy to keep. If that email is recorded as undeliverable, because your email provider returned it or refused it, the booking stays confirmed, but if you do not attend it, no no-show charge is taken and your payment is refunded in full, including the booking fee, because we cannot show that you were told.

You can withdraw a request from your booking before it is accepted. A request withdrawn before it was accepted is refunded in full, including the booking fee, where you paid for it; where you paid nothing, nothing is charged for it. If the business declines your request, or does not accept it in time, the request is closed in the same way, and anything you paid is refunded in full.

Where you pay the business on arrival or once the service is delivered, nothing is charged to your card through GoSavis, so there is no GoSavis payment to refund. No cancellation or no-show charge can be taken either, because a charge is only ever kept from a payment made for the booking and is never billed to you separately.

Money you pay the business directly, whether on arrival, on completion or for the rest of a deposit booking, does not pass through GoSavis, and any refund of it is between you and the business.

Where a booking takes a deposit, the deposit is charged to your card when you book, and checkout tells you when the rest is due. The rest is then charged to the same card on that date, before the appointment, without you needing to be present; if it cannot be taken, you are asked to pay it from your booking.

If you cancel, the deposit and anything else you have paid for the booking are treated as one payment, and a rest not yet charged is never taken.

Where the cancellation is refunded in full, under your right to cancel or with enough notice, everything you have paid comes back, including the booking fee.

Where a cancellation charge applies on a booking whose business has agreed to set the booking fee aside, the booking fee is set aside and comes back to you first, and what you have paid counts towards the charge, the deposit first; whatever you have paid above the charge comes back too. Where only the deposit has been paid and, once the booking fee is set aside, it does not exceed the charge, the rest of the deposit is kept and only the booking fee comes back. On any other booking what you have paid, the booking fee included, counts towards the charge, and whatever you have paid above it comes back. A no-show charge is worked out on what you have paid in the same way, except that the booking fee is not set aside first: where a confirmed booking is correctly recorded as a no-show and its checkout told you so, GoSavis may keep no more than the booking fee still unrefunded after the charge. Where the business has already refunded part of your payment, a charge is taken from what remains, and nothing more than what remains is ever taken.

A request withdrawn, declined or not accepted in time returns the deposit in full, and the rest is never charged.

If the business cancels your booking, or nobody attends to provide it, your payment is refunded in full, including the booking fee, through the way you paid, and none of it is paid to the business. We tell you when a business cancels your booking.

If nobody attended, open the booking in Activity and choose The business did not turn up. You can do this once the booking's start time has passed, and for up to 30 days after it, unless you have already confirmed that the booking went ahead. We tell the business, which has 3 days to respond, and nothing is refunded or paid out for the booking meanwhile.

If the business does not respond in that time, your payment is refunded in full, including the booking fee, through the way you paid, whether or not it has already been paid out to the business. If the business says it attended, we look at the booking, the messages and what you both say, and decide: where we find that nobody attended, you are refunded in full in the same way, and where we find that the business attended, the booking stands.

If the booking is not in your Activity, or more than 30 days have passed, email support@gosavis.com with your booking reference.

GoSavis takes no share of a tip. A tip you pay by card is held with the payment for your booking, so if your booking is cancelled, or does not go ahead, and your payment for it is refunded, in full or in part, the whole tip is refunded with it. A report of a problem, or a dispute with your card provider about the payment for your booking, is about that payment rather than your tip, so where it ends with that payment refunded to you, your tip is still paid. A tip you settle in person does not pass through GoSavis.

A refund goes back to the card you paid with and cannot be sent anywhere else. GoSavis makes it as soon as the booking or request is cancelled or marked a no-show, when a report that nobody attended stands, or when a problem you reported is decided in your favour. A business may also refund all or part of a booking itself, and you are told the amount when it does.

Stripe, our payment provider, says a card refund usually appears as a credit on your statement 5 to 10 working days after it is made, depending on your bank. A refund made shortly after the payment may instead show as the original payment disappearing from your statement, with no separate credit. If your card has expired or been replaced, your card issuer normally credits the refund to the replacement card.

If a refund has not appeared within 10 working days, or your booking or our email says it could not be made automatically, for example because the payment had already been paid out to the business, email support@gosavis.com with your booking reference so that it can be arranged.

If you are unhappy with a service and GoSavis is still holding your payment, choose Report a problem on your booking. The payment stays on hold and nothing is paid to the business until the matter is settled, and where you and the business cannot agree, we decide on the evidence whether it goes to the business or comes back to you.

Our Complaints page explains who deals with a complaint about a service, about GoSavis or about a refund we processed, and how to make one.

Nothing on this page affects your statutory rights. Where you paid by card you may be able to ask your card issuer for a chargeback, and you can still bring a claim in court.

This part is for businesses that take bookings through GoSavis. The binding terms are in the Operator Agreement your business accepted, in its sections on cancellations and no-show charges, fees and commission, and payments and payouts. Where this page and the agreement differ, the agreement applies.

The terms you must honour

Your own cancellation terms decide what comes back once a customer's 14-day period has ended, and from the start for an event ticket or a booking you make for a customer at your premises. The platform sets a floor beneath them: a full refund where the customer cancels at least 24 hours before the start, and 50 per cent of the price of the service refunded inside that. The floor is also the default where you have set no terms. You may set more generous terms and may not set meaner ones: a shorter notice period or a smaller refund in your settings is raised to the floor before a customer is shown or refunded by it. Each booking keeps the terms and the no-show charge its customer was shown when they booked, so changing your settings changes nothing about bookings already made.

You may set a no-show charge of up to 50 per cent of the price of the service. It is shown to the customer at checkout before they confirm; it applies only to a booking whose customer was shown it, and never above the figure that booking showed; and it is kept from the payment the customer has already made rather than billed to them, so where nothing was paid, nothing is charged. You can mark a no-show from the booking once its start time has passed, but never on a request you have not accepted. Where a confirmed booking is correctly recorded as a no-show, your lawful charge is taken first, from everything the customer has paid. GoSavis may then keep the booking fee identified to the customer before payment, but only where this was part of the terms agreed for that booking, which it is where its checkout told the customer, before they confirmed, that the fee is not refunded where they do not attend; GoSavis keeps no more than the unrefunded booking fee remaining after your charge, never any part of your charge, and on any other booking the fee is refunded to the customer. GoSavis does not deduct the payment provider's processing fee from the customer's refund: Stripe's fee on the payment is charged to your Stripe account and is not returned, as on any refund. This does not affect the customer's statutory rights or any entitlement to a full refund under GoSavis's published guarantees. Where you accepted a request and the confirmation email we sent the customer was recorded as undeliverable, the booking stays confirmed, but a no-show takes no charge and the customer's payment is refunded in full, including the booking fee, because GoSavis cannot show the customer was told; GoSavis Business tells you so when you mark the no-show.

The customer's right to cancel

The 14-day right to cancel belongs to the customer under the law, and you neither set it nor can vary it: you may not shorten it or charge for its use, and inside the period a customer who cancels is refunded in full, including the booking fee, whatever your terms say. It does not apply to an event ticket, or to a booking you make for a customer who is with you in person at your premises. It does apply to a booking you make for a customer by phone or message, or in person anywhere other than your premises, so say truthfully which it is when you create the booking.

An appointment inside the period can be booked only with the customer's request for the service to be provided within it, and their right to cancel then ends once the service has been provided in full and you mark the booking complete. Until you do, the customer can cancel after the appointment too and is refunded in full, so mark each booking complete once the work is done. The payout for a booking that carries the right waits until the right has ended.

What you keep, and what GoSavis keeps

A cancellation or no-show charge is your compensation, worked out on your price for the service alone and taken only from what the customer has paid through GoSavis and has not had refunded. GoSavis takes no commission and no share of it, and it returns its commission rather than taking it from your price or from the charge. On a booking made after your business's acceptance of the Operator Agreement that provides for it took effect, if it is cancelled, the booking fee the customer's payment still carries is refunded to them first and your charge is taken only from the rest, so where the customer has paid little more than your charge you keep less than the charge: with £30 paid, a £5 booking fee and a £50 charge, you keep £25 and the customer is refunded £5. On an earlier booking your charge is taken from everything the customer paid, as before. On a booking the customer does not attend, your charge is taken first, and GoSavis keeps its booking fee only as the paragraph above sets out.

What you keep of a payment GoSavis holds after a no-show is released for payout 3 days after you mark the no-show, or 7 days after the booking's start time if that is later, once the rest of the payment, less any booking fee GoSavis keeps, has been refunded, which leaves the customer time to dispute it.

Bookings paid to you directly

On a booking the customer pays you directly, on arrival or on completion, or for the rest of a booking whose deposit was paid by card, you owe GoSavis its commission and the booking fee on the part paid to you; a visit you record after it took place carries neither. They fall due only once the booking is complete and the customer can no longer cancel it under their statutory right, and nothing is owed on a booking that is cancelled or marked a no-show.

Where GoSavis has already collected them on a booking that is later cancelled or marked a no-show, from one of your card payments or through a weekly collection, what was collected becomes your credit. The credit is taken off what you owe next, and a credit with nothing owed to take it is given back the way it was collected, except that a credit carried by a card payment whose booking has already been paid out stays against what you owe next.

Refunds

Every refund for a booking is made in GoSavis rather than from the payments panel in GoSavis Business, so that it follows the cancellation terms and the customer's rights and is recorded against the booking. To refund a customer yourself, open the booking in GoSavis Business and choose Refund: you can refund all or part of what they paid through GoSavis, with a reason they are shown. It is available to members of your team who can manage billing, and GoSavis asks them to confirm it is them first.

When part of a card payment for a booking is refunded, other than for a cancellation or a no-show, the payout for that booking is reduced in proportion and GoSavis gives back the same proportion of its commission and the booking fee on that payment; a full refund returns the booking fee to the customer. Where the booking has already been paid out to you, the refund is taken from your Stripe balance where the money available in it covers the whole refund, but only for a booking made after your business's acceptance of the Operator Agreement that provides for it took effect; for a booking made before then, and wherever your available balance does not cover the refund, GoSavis makes the refund, and the amount refunded, less the share of its commission and booking fee given back with it, is added to what you owe GoSavis, collected from your later card bookings or with your weekly statement, where it has a line of its own. GoSavis does not initiate a debit from your external bank account under this post-payout refund procedure. Stripe's separate rights under your agreement with it are addressed under Card disputes, chargebacks and reversals in the Operator Agreement. Stripe's fee for processing a card payment is charged to your Stripe account and is not returned when the payment is refunded.

When you cancel

If you cannot provide an accepted booking, cancel it promptly from the booking in GoSavis Business. The customer is told, their payment is refunded in full, including the booking fee, through the way they paid, and none of it is paid to you; your cancellation terms and any no-show charge do not apply. Declining a request, or not accepting it within 24 hours of the request or before the appointment starts if that is sooner, closes it with anything the customer paid refunded in full, and a request you have not accepted can never be marked as a no-show.

If a customer reports that nobody attended a booking, you are told in GoSavis Business and by email, and you have 3 days to contest the report from the booking, saying how you provided it; nothing is refunded or paid out for the booking meanwhile. If you do not contest it, or GoSavis finds that nobody attended, the customer's payment is refunded in full, including the booking fee, and is not paid to you. Where it has already been paid out to you, the refund is made as described under Refunds above. If GoSavis finds that you attended, the booking stands and is paid out as usual.

The Operator Agreement sets all of this out in full.