Last updated 20th July 2025
Thank you for using ClickNBook's marketplace platform. We hope you are satisfied with our services, but if not, we're here to help. This policy covers refunds for both platform subscription fees and appointment bookings.
Important: Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other UK legislation. You may also seek charge-backs under your card issuer's scheme if dissatisfied.
This policy is subject to, and in addition to, our Terms of Service and Privacy Policy.
ClickNBook offers a 14-day free trial for new service providers to experience our platform before purchasing a subscription. During the trial period, service providers can list their services and accept appointments without being charged platform fees.
UK Consumer Rights: Under the UK Consumer Contracts Regulations, you have a 14-day right to cancel e-services unless you explicitly waive this right. By subscribing to our platform, you expressly consent to waive your 14-day cooling-off period once the trial ends and payment is taken. This waiver will be captured with a clear checkbox during the subscription process.
At the end of your free trial, your account will be charged according to your chosen subscription plan.
Platform Subscriptions: Service providers may cancel their recurring subscription at any time. Upon cancellation, your account will remain active until the end of your current billing cycle. Platform subscription fees are fully refundable within the eligibility period.
Appointment Cancellations: Customers may cancel appointments according to the service provider's cancellation policy. Service providers set their own cancellation policies, which are displayed on their profile pages. Late cancellations may result in charges as determined by the individual service provider.
Non-Refundable Items: Platform setup fees, custom onboarding services, and third-party transaction fees are non-refundable unless required by law.
Platform Subscription Refunds: To be eligible for a refund on platform subscription fees, you must submit a request within 14 days of your subscription start date. Refunds are granted at the sole discretion of ClickNBook, subject to UK consumer rights.
Appointment Booking Refunds: Refunds for appointment bookings are handled according to the service provider's individual refund policy. ClickNBook acts as a marketplace facilitator and will assist in resolving disputes between customers and service providers. We aim to complete mediation within 14 days of receiving a dispute.
Refund requests can be made if you encounter technical issues that prevent you from using our platform and that cannot be resolved by our support team. Proof of the issue may be required, including screenshots, error logs, and support ticket numbers.
Please note that refunds are not guaranteed and may vary depending on the circumstances. Refund requests due to issues beyond ClickNBook's control (e.g., changes in personal circumstances, third-party hardware or software failures, etc.) will not be honored.
To request a refund, please contact our customer support team at refunds@clicknbook.app. Include your account information, subscription details or appointment booking details, and a brief explanation of why you are requesting a refund.
For appointment booking disputes, please include the service provider's name, appointment date, and any communication you've had with the provider about the issue.
Once we've reviewed and approved your request, we'll:
If you haven't received your refund after 10 working days, please contact refunds@clicknbook.app.
For appointment booking refunds, the refund timeline may vary depending on the service provider's policy and the payment processor's processing time.
ClickNBook reserves the right to modify this refund policy at any time. Changes will take effect immediately upon their posting on the platform. Changes won't apply to any subscriptions you've already paid for, only to renewals. By continuing to use our services after changes are made, you agree to be bound by the revised policy.
If you have any questions about our refund policy, please contact us at refunds@clicknbook.app.
Any personal data submitted during a refund request will be processed under our Privacy Policy.
The user experiences persistent technical issues that prevent them from using ClickNBook effectively, despite multiple attempts by the support team to resolve the problem. For example, the platform fails to load, booking functionality is broken, or the service provider dashboard is inaccessible.
The user was incorrectly charged due to a billing error on ClickNBook's part. For example, they were billed twice in one month, charged after cancelling their subscription in accordance with the cancellation policy, or charged platform fees when they should have been in the free trial period.
A service provider fails to show up for a scheduled appointment without prior notice or cancellation. In such cases, customers may be eligible for a full refund of their appointment booking fee.
The service provider's listing on our platform was misrepresented, and the actual service provided does not match what was advertised. For example, if a service was listed with specific features that were not actually available or performed.
The user decides they no longer want or need ClickNBook after the refund eligibility period has passed. For example, they found a different platform they prefer, or they no longer need the service due to changes in their business.
The user forgot to cancel their subscription before the renewal date and was charged for another cycle. It is the user's responsibility to manage their subscription and cancel it before the billing cycle if they do not wish to continue.
A customer fails to show up for a scheduled appointment without prior notice or cancellation. In such cases, the service provider's cancellation policy will apply, and refunds may not be granted.
The user is unable to use ClickNBook due to factors outside of ClickNBook's control, such as incompatible hardware, poor internet connection, or issues with third-party software or services.
Disputes over the quality of service provided by service providers are typically resolved between the customer and service provider directly. ClickNBook may assist in mediation but generally does not provide refunds for subjective quality issues.