Refund & Cancellation Policy
Refund & Cancellation Policy
At EVÖQ, we strive to provide exceptional service and a seamless experience for all our users. This Refund and Cancellation Policy outlines the terms and conditions for cancellations, refunds, and other related matters. By using our platform, you agree to abide by the terms outlined below. Please read this policy carefully to understand your rights and obligations.
1. General Terms
This policy applies to all users, including Service Providers, Clients, and Venue Owners. By using EVÖQ to book services or spaces, you acknowledge and agree to the terms of this policy. EVÖQ acts as a facilitator between Service Providers, Clients, and Venue Owners but is not directly involved in the provision or performance of services or the renting of spaces. Therefore, any refunds or cancellations must be addressed according to the terms agreed upon between the parties involved, subject to the conditions outlined below.
2. Refund Policy
Refunds are issued based on specific criteria established by the Service Provider or Venue Owner at the time of booking. The following conditions apply:
A. Service Provider Refunds
Eligibility for Refunds: A Client is eligible for a refund if the Service Provider fails to deliver the agreed-upon service, does not show up for the scheduled appointment, or cancels the service without sufficient notice (as outlined in the Service Provider’s cancellation policy).
Partial Refunds: In some cases, if only part of the service is incomplete or unsatisfactory, a partial refund may be offered. The amount of the refund will be based on the extent of the incomplete service and at the discretion of the Service Provider.
Non-refundable Services: Certain services, such as those provided on a non-refundable basis (e.g., digital products, pre-purchased consultations, etc.), may not be eligible for refunds. These conditions will be explicitly stated on the Service Provider's listing at the time of booking.
B. Venue Owner Refunds
Eligibility for Refunds: A Client is eligible for a refund if the Venue Owner fails to provide the booked space as described, or if the space is not available for the specified date and time.
Non-refundable Bookings: Some Venue Owners may offer non-refundable bookings, particularly for peak times or highly sought-after spaces. Clients will be informed at the time of booking whether the booking is refundable.
Cancellation Fees: In some cases, if the Client cancels a booking within a specific period (as determined by the Venue Owner), a cancellation fee may be charged. The specific fee and time frame for cancellations will be clearly outlined by the Venue Owner at the time of booking.
C. EVÖQ Facilitation Fees
Non-refundable Fees: Any facilitation or transaction fees charged by EVÖQ in relation to booking services or spaces are non-refundable once the payment has been processed, regardless of whether the service or booking is ultimately completed.
3. Cancellation Policy
Cancellation terms are determined by the individual Service Provider or Venue Owner but must adhere to the guidelines outlined below:
A. Service Provider Cancellations
Client Cancellations: Clients may cancel their booking with a Service Provider according to the cancellation policy set by the Service Provider. This policy will specify the time frame within which a Client can cancel for a full or partial refund (e.g., 24 hours before the scheduled service).
Late Cancellations: If a Client cancels outside of the specified cancellation window, the Service Provider may retain a portion of the payment as a cancellation fee. This fee will be communicated at the time of booking.
Service Provider Cancellations: If a Service Provider cancels a service after confirming a booking, they must provide a full refund to the Client unless otherwise agreed upon between the parties involved.
B. Venue Owner Cancellations
Client Cancellations: Clients may cancel their venue booking according to the Venue Owner’s specified cancellation terms. If the Client cancels within the allowed time frame, they will receive a refund (less any applicable cancellation fee). If the Client cancels outside the allowed window, they may forfeit part or all of their payment.
Late Cancellations by Venue Owner: If a Venue Owner cancels a booking, they must provide a full refund to the Client. In cases where a Venue Owner cancels at the last minute, EVÖQ will assist in finding an alternative venue, if possible.
4. Refund Process
Refunds are processed in accordance with the terms of the booking. The process involves the following steps:
Initiating Refund Requests: To initiate a refund request, Clients must contact the Service Provider or Venue Owner directly. If the issue is not resolved between the parties, Clients can escalate the issue to EVÖQ support for mediation.
Processing Time: Refunds will be processed within 5 business days after a valid request has been made. However, the time it takes for the refund to appear on the Client's account may depend on the payment method and the financial institution involved.
Payment Methods: Refunds will be credited to the same payment method used for the original transaction. If the original payment method is unavailable, EVÖQ will work with the Client to find an alternative solution.
5. Non-refundable Items & Services
Some services and items may be non-refundable based on the following criteria:
Non-refundable Services: Services that are explicitly marked as non-refundable at the time of booking (e.g., digital services, customised work, etc.).
Deposits: Certain bookings may require a deposit to secure a reservation. Deposits may be non-refundable, especially for high-demand services or events.
Late Cancellations: Clients who cancel bookings outside of the Service Provider's or Venue Owner's cancellation window may not receive a refund, as per the cancellation policy agreed upon at the time of booking.
6. Disputes and Mediation
Dispute Resolution: In the event of a dispute regarding a refund or cancellation, EVÖQ encourages Clients and Service Providers or Venue Owners to resolve the matter directly. If both parties are unable to reach an agreement, the dispute may be escalated to EVÖQ for mediation.
EVÖQ’s Role: EVÖQ acts as a neutral party and may assist in resolving disputes but is not responsible for determining the outcome of a refund request. Our decision is final in cases where we provide mediation, but we do not take responsibility for any financial loss resulting from the outcome.
7. Modifications to the Refund & Cancellation Policy
EVÖQ reserves the right to modify or update this Refund & Cancellation Policy at any time. Any changes will be communicated through the platform or via email, and the updated policy will be made available for review. Continued use of the platform after such updates constitutes acceptance of the revised terms.
8. Contact Information
If you have any questions or concerns regarding this Refund and Cancellation Policy, please do not hesitate to contact us:
Email: [support@evoqstudios.com]
Phone: [Phone Number]
Address: [Business Address]
At EVÖQ, we strive to provide exceptional service and a seamless experience for all our users. This Refund and Cancellation Policy outlines the terms and conditions for cancellations, refunds, and other related matters. By using our platform, you agree to abide by the terms outlined below. Please read this policy carefully to understand your rights and obligations.
1. General Terms
This policy applies to all users, including Service Providers, Clients, and Venue Owners. By using EVÖQ to book services or spaces, you acknowledge and agree to the terms of this policy. EVÖQ acts as a facilitator between Service Providers, Clients, and Venue Owners but is not directly involved in the provision or performance of services or the renting of spaces. Therefore, any refunds or cancellations must be addressed according to the terms agreed upon between the parties involved, subject to the conditions outlined below.
2. Refund Policy
Refunds are issued based on specific criteria established by the Service Provider or Venue Owner at the time of booking. The following conditions apply:
A. Service Provider Refunds
Eligibility for Refunds: A Client is eligible for a refund if the Service Provider fails to deliver the agreed-upon service, does not show up for the scheduled appointment, or cancels the service without sufficient notice (as outlined in the Service Provider’s cancellation policy).
Partial Refunds: In some cases, if only part of the service is incomplete or unsatisfactory, a partial refund may be offered. The amount of the refund will be based on the extent of the incomplete service and at the discretion of the Service Provider.
Non-refundable Services: Certain services, such as those provided on a non-refundable basis (e.g., digital products, pre-purchased consultations, etc.), may not be eligible for refunds. These conditions will be explicitly stated on the Service Provider's listing at the time of booking.
B. Venue Owner Refunds
Eligibility for Refunds: A Client is eligible for a refund if the Venue Owner fails to provide the booked space as described, or if the space is not available for the specified date and time.
Non-refundable Bookings: Some Venue Owners may offer non-refundable bookings, particularly for peak times or highly sought-after spaces. Clients will be informed at the time of booking whether the booking is refundable.
Cancellation Fees: In some cases, if the Client cancels a booking within a specific period (as determined by the Venue Owner), a cancellation fee may be charged. The specific fee and time frame for cancellations will be clearly outlined by the Venue Owner at the time of booking.
C. EVÖQ Facilitation Fees
Non-refundable Fees: Any facilitation or transaction fees charged by EVÖQ in relation to booking services or spaces are non-refundable once the payment has been processed, regardless of whether the service or booking is ultimately completed.
3. Cancellation Policy
Cancellation terms are determined by the individual Service Provider or Venue Owner but must adhere to the guidelines outlined below:
A. Service Provider Cancellations
Client Cancellations: Clients may cancel their booking with a Service Provider according to the cancellation policy set by the Service Provider. This policy will specify the time frame within which a Client can cancel for a full or partial refund (e.g., 24 hours before the scheduled service).
Late Cancellations: If a Client cancels outside of the specified cancellation window, the Service Provider may retain a portion of the payment as a cancellation fee. This fee will be communicated at the time of booking.
Service Provider Cancellations: If a Service Provider cancels a service after confirming a booking, they must provide a full refund to the Client unless otherwise agreed upon between the parties involved.
B. Venue Owner Cancellations
Client Cancellations: Clients may cancel their venue booking according to the Venue Owner’s specified cancellation terms. If the Client cancels within the allowed time frame, they will receive a refund (less any applicable cancellation fee). If the Client cancels outside the allowed window, they may forfeit part or all of their payment.
Late Cancellations by Venue Owner: If a Venue Owner cancels a booking, they must provide a full refund to the Client. In cases where a Venue Owner cancels at the last minute, EVÖQ will assist in finding an alternative venue, if possible.
4. Refund Process
Refunds are processed in accordance with the terms of the booking. The process involves the following steps:
Initiating Refund Requests: To initiate a refund request, Clients must contact the Service Provider or Venue Owner directly. If the issue is not resolved between the parties, Clients can escalate the issue to EVÖQ support for mediation.
Processing Time: Refunds will be processed within 5 business days after a valid request has been made. However, the time it takes for the refund to appear on the Client's account may depend on the payment method and the financial institution involved.
Payment Methods: Refunds will be credited to the same payment method used for the original transaction. If the original payment method is unavailable, EVÖQ will work with the Client to find an alternative solution.
5. Non-refundable Items & Services
Some services and items may be non-refundable based on the following criteria:
Non-refundable Services: Services that are explicitly marked as non-refundable at the time of booking (e.g., digital services, customised work, etc.).
Deposits: Certain bookings may require a deposit to secure a reservation. Deposits may be non-refundable, especially for high-demand services or events.
Late Cancellations: Clients who cancel bookings outside of the Service Provider's or Venue Owner's cancellation window may not receive a refund, as per the cancellation policy agreed upon at the time of booking.
6. Disputes and Mediation
Dispute Resolution: In the event of a dispute regarding a refund or cancellation, EVÖQ encourages Clients and Service Providers or Venue Owners to resolve the matter directly. If both parties are unable to reach an agreement, the dispute may be escalated to EVÖQ for mediation.
EVÖQ’s Role: EVÖQ acts as a neutral party and may assist in resolving disputes but is not responsible for determining the outcome of a refund request. Our decision is final in cases where we provide mediation, but we do not take responsibility for any financial loss resulting from the outcome.
7. Modifications to the Refund & Cancellation Policy
EVÖQ reserves the right to modify or update this Refund & Cancellation Policy at any time. Any changes will be communicated through the platform or via email, and the updated policy will be made available for review. Continued use of the platform after such updates constitutes acceptance of the revised terms.
8. Contact Information
If you have any questions or concerns regarding this Refund and Cancellation Policy, please do not hesitate to contact us:
Email: [support@evoqstudios.com]
Phone: [Phone Number]
Address: [Business Address]