Cancellations and refunds
Last updated October 22, 2026
Each Provider sets their own cancellation policy, and Prebookk isn’t a party to your booking. This page explains how cancellations and refunds work, and what always applies whatever a Provider’s policy says.
Who sets the policy
The Provider chooses a free-cancellation window, such as 24 or 48 hours before the appointment, and any late-cancellation or no-show fee. Ask the Provider for their policy before you book. Prebookk doesn’t set or change a Provider’s policy.
If you cancel
| Situation | What normally happens |
|---|---|
| You cancel before the free-cancellation deadline | You get a full refund of what you paid, including any deposit. |
| You cancel after the deadline | The Provider may keep a late-cancellation fee, or all or part of the amount paid, as stated in the policy you saw when you booked. |
| You don’t show up | The same as a late cancellation. The Provider’s policy applies. |
| You didn’t pay online | There is nothing to refund through Prebookk. Contact the Provider directly. |
What always applies
- If a Provider cancels, moves your booking to a time you can’t attend, or can’t deliver the service, you get a full refund of what you paid for it.
- If we suspend or end a Provider’s account while you have a paid booking with them, we will take reasonable steps to refund you. See section 13 of the Terms of Service.
- Your rights under consumer-protection law apply in addition to the Provider’s policy and are not limited by it. Depending on where you live and what you book, they can include a right to cancel a prepaid booking, for example under Ontario’s Consumer Protection Act, 2002 or Quebec’s Consumer Protection Act. A Provider’s policy cannot take those rights away.
How refunds are paid
Refunds go back to the original payment method through Stripe. Once a refund is issued, card issuers usually take 5 to 10 business days to show it on your statement. A card hold placed to secure a booking is released if no fee applies.
How to ask for a refund
- Contact the Provider first, with your booking reference. Most cancellations and refunds are sorted out directly.
- If you can’t reach them or can’t agree, email hello@prebookk.com with your booking reference, the Provider’s name and what happened. We reply within two business days. We can’t override a Provider’s stated policy, but we will step in where our Terms or the law require a refund.
- Please write to us before asking your bank to reverse the charge. Card disputes take longer to resolve and can lead to the Provider’s account being reviewed.
Prebookk subscription fees
Providers are billed monthly in advance. You can cancel at any time and keep access until the end of the period you have paid for. We don’t refund part of a month, except where the law requires it or we billed you in error.