Cancellation & Refund Policy
Cancellation & Refund Policy
Cancellation & Refund Policy
This Cancellation & Refund Policy ("Policy") governs the relationship between Zen Booking GmbH, Bahnhofstrasse 30, 6300 Zug, Switzerland ("Company," "Zen Booking," "we," "us," or "our"), and users ("you" or "your") when making payments for services provided by Service Providers on our platform, www.zenbooking.com ("Website" or "Platform").
Please read this Policy carefully. By using the Platform, you agree to be bound by its terms. If you do not accept this Policy in full, you may not book or pay through ZenBooking.
This Policy should be read in conjunction with our Terms of Use (for clients) or Retreat Organizer Terms/Retreat Venue Owner Terms (for Service Providers).
1. Acceptance of the Policy
By creating an account or using our Platform to book or provide services, you acknowledge that you have read, understood, and agreed to this Policy, along with any related terms. Updates to this Policy will be communicated on our Website and will take effect upon publication.
2. Service Provider Listings
All details regarding the services offered by Service Providers are provided by the Service Providers themselves. Zen Booking does not warrant the accuracy, completeness, or reliability of these details, photos, or descriptions. Clients are responsible for verifying the details directly with the Service Provider before booking. Zen Booking assumes no liability for inaccuracies.
3. Cancellation and Refund Policy
a. Zen Booking’s Role in Cancellations and Refunds
- Zen Booking does not process cancellations or refunds for bookings. All terms regarding cancellations, refunds, and related charges are determined by the Service Provider.
- ZenBooking charges no booking fees to clients. The 10% deposit deducted at the time of booking represents our service fee for facilitating the booking. This deposit is part of the total booking value and must be deducted from the remaining balance paid directly to the Service Provider.
- ZenBooking will refund the deposit (Service Fee) to the client in full or in part upon receiving confirmation from the Service Provider of the refund issued to the client.
b. Service Provider’s Cancellation Policy
- Each Service Provider has its own cancellation policy, displayed on the listing. Clients must agree to the cancellation policy during checkout.
- The cancellation policy is included in the booking confirmation email and is accessible in the client’s account in the booking detail. Refunds, if applicable, must comply with the Service Provider’s cancellation policy.
c. Refunds
- If a client qualifies for a refund based on the cancellation policy, the Service Provider is responsible for processing the refund.
- The Service Provider must bear all transaction fees (e.g., online payment or bank fees) associated with the refund unless explicitly stated otherwise in their terms.
- ZenBooking will refund the deposit payment (the service fee) made at the time of booking to the client's card, unless agreed otherwise. The refund will be processed as soon as possible, but no later than 14 days from the date we receive the Service Provider's confirmation of the refund or cancellation. If the remaining payment was not processed between the client and the Service Provider at the time of cancellation, we do not require confirmation of the refund from the Service Provider.
d. ZenBooking’s Deposit/ Service Fee Refund
- If a Service Provider issues a partial or full refund to the client, ZenBooking will refund the deposit (service fee) to the client proportionally. For example, if the deposit fee was €500 and the Service Provider refunds 50% of the booking value, ZenBooking will refund 50% of the deposit (€250) to the client.
- Refunds will be processed back to the client's card via our online payment provider.
e. Proof of Cancelation and Refund
- The client must cancel their booking through the ZenBooking system, using the booking details located in the client zone under their account.
- The Service Provider must provide proof of the refund after the cancellation. Once this proof is submitted, ZenBooking will process the refund of the deposit payment.
f. Re-scheduling, Cancellation, and Refund
- ZenBooking acts as an intermediary platform, and the Service Provider’s terms govern all aspects of re-scheduling, cancellations, and refunds. Clients should familiarize themselves with the Service Provider’s policies before booking.
- ZenBooking does not offer compensation, refunds, or rescheduling support for cancellations.
4. Raising Disputes
a. Dispute Resolution Process
Clients may contact ZenBooking at info@zenbooking.com to raise disputes. We will review the details and engage with the relevant Service Provider to resolve the issue.
b. Exclusion of External Communication
Communications or payments made outside the ZenBooking platform will not be considered during the dispute resolution process.
c. Final Decision
ZenBooking’s decision on disputes is final and binding on both clients and Service Providers. This decision cannot be appealed, but it does not affect users’ rights under applicable law.
5. Governing Law and Dispute Resolution
Unless specified otherwise by local laws, any disputes arising under this Policy will be resolved as per the Governing Law and Dispute Resolution clause in the Terms of Use/Retreat Organizer Terms/Retreat Venue Owner Terms, as applicable.
6. Policy Updates
ZenBooking reserves the right to update or modify this Policy at any time. Changes will take effect upon publication on the Platform. By continuing to use the Platform, you agree to the updated terms.
Key Takeaways
- Clients are bound by the Service Provider’s cancellation policy.
- ZenBooking facilitates bookings but does not manage cancellations or refunds directly.
- Service Providers are responsible for refunds and related transaction costs unless stated otherwise in their terms.
- ZenBooking refunds the deposit payment in full or proportionally if a refund is issued by the Service Provider.
Last updated on November 26, 2024.
