Baela · Legal
Cancellation, Deposit, and Refund Policy
This is Baela's Cancellation, Deposit, and Refund Policy, published openly for transparency. It is incorporated into the Terms of Service and the Provider Agreement, and the version in effect at the time of your Booking applies to that Booking.
1. Overview and Our Approach
Baela connects independent beauty and wellness professionals ("Providers") with clients ("Clients") for appointments that take place at a Provider's location or as a mobile or in-home visit. This policy explains what happens to deposits, payments, and refunds when an appointment is canceled, rescheduled, missed, or cut short.
Our approach is simple and it works the same way for both sides. When you book on Baela, the outcomes described here are enforced automatically through the Platform. Neither a Client nor a Provider has to chase the other for money, argue about who canceled first, or rely on a promise. Baela applies the rules.
Our promise to Clients: your deposit is protected. If your Provider cancels late or moves your appointment, you are refunded automatically, including any deposit.
Our promise to Providers: your time is protected. Deposits and cancellation rules are real and enforced, so late cancellations and no-shows do not simply cost you your day.
These rules are set by Baela and apply across the Platform so that both sides are treated consistently. This policy is incorporated into and forms part of the Baela Terms of Service and the Provider Agreement. If there is any conflict between this policy and those documents, the Terms of Service and Provider Agreement control.
2. Deposits
A deposit is an amount a Provider may require at the time of Booking to hold an appointment. Deposits protect Providers against late cancellations and no-shows, which is a normal and accepted practice in the beauty and wellness industry. A deposit is not an extra fee. It is applied toward the total price of the service when the service is completed.
- When a deposit applies. A Provider may optionally require a deposit at Booking. Whether a deposit is required is set by the Provider.
- Amount. Where a deposit applies, the amount is a flat amount or a percentage of the service price, at the Provider's election; there is no deposit unless the Provider sets one. Providers may set their own deposit amount up to 50% of the service price.
- How it is held. When you book, your payment card is authorized through our payment processor, Stripe. Funds are not captured (charged) until after the service takes place, except as described in this policy for late cancellations and no-shows. The deposit forms part of that authorization.
- You will always see it before you book. Any deposit amount and the applicable cancellation window are shown to the Client at Booking, before the booking is confirmed.
3. Client Cancellations and Reschedules
Plans change, and we build for that. What happens when a Client cancels or reschedules depends on how much notice is given, measured against the Provider's appointment start time.
- Early (outside the cancellation window). If you cancel or reschedule more than 24 hours before the appointment start time, there is no charge. Any deposit authorization is released or refunded in full.
- Late (inside the cancellation window). If you cancel or reschedule within 24 hours of the appointment start time, you may forfeit your deposit and/or be charged a cancellation fee of 50% of the service price.
- Reschedules. A reschedule made early is treated the same as an early cancellation and carries no fee, subject to Provider availability. A reschedule requested late is treated as a late cancellation unless the Provider agrees otherwise.
The cancellation window is set by Baela and applies Platform-wide.
Summary: Client cancellations and reschedules
| Timing | What it means | Deposit | Charge |
|---|---|---|---|
| Early (more than 24 hours before start) | Cancel or reschedule with enough notice | Released or refunded in full | No charge |
| Late (within 24 hours of start) | Cancel or reschedule with short notice | May be forfeited | Up to 50% of the service price |
| No-show | Client does not attend and does not cancel | May be forfeited | Up to 100% of the service price |
| Provider cancels late | Provider cancels within 24 hours of start | Refunded in full to Client | Client fully refunded automatically |
4. No-Shows and Late Arrivals (Client)
No-shows
If a Client does not attend the appointment and does not cancel beforehand, it is treated as a no-show. A no-show may result in forfeiture of the deposit and/or a no-show fee of 100% of the service price. An appointment is generally marked a no-show if the Client has not arrived or made contact within 15 minutes of the start time.
Late arrivals
If a Client arrives late, the Provider may need to shorten the service to stay on schedule, and the full price may still apply. If the Client arrives so late that the service can no longer reasonably be performed, the appointment may be treated as a late cancellation or no-show under this policy.
5. Provider Cancellations and Reschedules
Providers are held to the same standard of reliability that Clients are. When a Provider cancels or reschedules an appointment, the Client is protected automatically.
- Full automatic refund. If a Provider cancels or reschedules within 24 hours of the appointment start time, or fails to show, the Client is refunded in full automatically, including any deposit. The Client never has to request this refund.
- No charge to the Client. A Client is never charged a cancellation or no-show fee when the Provider is the one who cancels, reschedules late, or does not show.
- Reliability penalty. A Provider who cancels late, reschedules late, or does not show may receive a rating or reliability penalty on the Platform. Repeated occurrences may affect the Provider's standing, visibility, or eligibility to offer services on Baela.
- Provider-initiated reschedules. If a Provider proposes a new time and the Client agrees, the original booking continues on the new terms with no penalty to either side. If the Client does not accept the new time, the Client is refunded in full.
6. Refunds
- Method. Refunds are returned to the original payment method used at Booking, through our payment processor, Stripe. We cannot refund to a different card or account.
- Timing. Once a refund is issued by Baela, it typically appears on the Client's statement within 5 to 10 business days. Exact timing depends on the Client's bank or card issuer and is outside Baela's control.
- Authorizations. Where funds were only authorized and not captured, releasing the authorization may take up to 5 to 7 business days to clear, depending on the card issuer.
- Tips. If a tip was added and the service did not take place, the tip is refunded in full. Tips are never retained for a service that did not occur.
- Partial services. If only part of a service is performed, the refund or charge may be adjusted to reflect the portion completed. Baela reviews partial-service situations to reach a fair outcome for both sides.
7. Emergencies and Extenuating Circumstances
We know that real life includes emergencies. Genuine extenuating circumstances, such as sudden illness, a family emergency, severe weather, or unsafe travel or site conditions, may be handled with discretion, and a cancellation or no-show fee may be waived for either a Client or a Provider.
To request a waiver, contact Baela support through the Platform and provide a brief explanation and any supporting information requested. Baela reviews these requests in good faith and applies them consistently to both sides. Waivers are granted at Baela's reasonable discretion.
8. Unsafe or Inappropriate Situations
Safety comes before any fee. If a Provider or a Client encounters an unsafe, threatening, harassing, or non-consensual situation, that situation is governed by Baela's Conduct Policy, not by the ordinary cancellation rules.
A Provider may end a session early if they feel unsafe or if conduct violates the Conduct Policy, and a Client may do the same. When a session is ended for safety or conduct reasons, the matter is reviewed by Baela, and any charge, refund, or penalty is determined based on that review rather than the standard windows in this policy. Ending a session for a genuine safety or conduct reason will not, by itself, trigger a cancellation or no-show fee against the person who ended it.
9. Disputes and Chargebacks
If a Client or a Provider believes a charge, refund, or fee was applied incorrectly, the first step is to raise it through Baela. Because outcomes on Baela are enforced by the Platform, most issues can be resolved quickly by our team.
- How to raise a dispute. Submit a dispute through the Platform within 7 days of the appointment. Include the booking details and a short description of the issue.
- Good-faith cooperation. Both Clients and Providers agree to cooperate in good faith while a dispute is reviewed, including providing relevant information promptly.
- Chargebacks. We encourage you to raise any issue with Baela first, since we can usually resolve it faster than a bank dispute. If a chargeback is filed with a card issuer, Baela will investigate and may provide booking and transaction records to the issuer. Filing a chargeback for an amount that was correctly charged under this policy may affect account standing.
10. Changes to This Policy
Baela may update this policy from time to time. If we make a material change, we will provide notice through the Platform, by email, or as otherwise required before it takes effect. The version in effect at the time of your Booking applies to that Booking. Continued use of Baela after a change takes effect means you accept the updated policy.
11. Contact
If you have questions about this policy, a deposit, a charge, or a refund, contact Baela support at support@baela.app or through the in-app support channel. We aim to respond within 2 business days.