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Cancellation & Refund Policy

Cancellation & Refund Policy


This Cancellation & Refund Policy (hereinafter referred to as the “Policy”) shall govern the relationship between Zen Booking GmbH, a company having its principal office address at Bahnhofstrasse 30, 6300 Zug, Switzerland (hereinafter referred to the “Company” or “Zen Booking” or “us” or “our” or “we”) and you (hereinafter referred to “you” or “your” or “user”) when you make payments for the services of the Service Providers on our website – www.zenbooking.com (hereinafter referred to as the “Website” or “Site” or “Platform”).


Please read this Policy carefully, as it forms a binding agreement between you and Zen Booking. If you do not accept this Policy in its entirety, then you may not book or pay on Zen Booking. 


This Policy shall be read in conjunction with our Terms of Use (if you are a client) or Retreat Organiser Terms/Retreat Venue Owner Terms (in case you are a Service Provider).




By creating an account on our platform as a Service Provider, or by making payments for the services of the Service Providers using the platform as a client, you hereby represent that you have read, understood, and agreed to be bound by this Policy, our Terms of Use/ Retreat Organiser Terms/ Retreat Venue Owner Terms (as may be applicable to you), and any future updates and additions to these policies, as published from time to time at the website or as otherwise may be communicated to you.



All details in respect of the listings of the Service Provider, and in respect of their services, are provided by the respective Service Provider, and we in no way can confirm the same. Therefore, Zen Booking does not warrant that such description or representation or photos will always be accurate, complete, reliable, current, relevant, helpful or error-free. The booking and payments shall only be made against the Service Provider’s services. 



  1. a. No Cancellation or Refund is provided by us: Once you book the services of the Service Provider, all the terms and conditions of the respective Service Provider shall be applicable on such booking, including without limitation, cancellation, refunds, and their charges. We do not allow cancellations from our end, nor do we entertain any cancellation or refund request made by a user/client for any reason whatsoever. We recommend you to book the services of a well-known trusted Service Provider only. We also recommend you to check with the Service Provider about his/her availability and ability to offer you the services you require before proceeding to book and pay. We assume no responsibility with respect to any loss that you may suffer as a result of booking or paying through our Platform. All responsibilities in this respect shall lie with the respective Service Provider, as the case may be. Once the payment is made, we immediately and automatically transfer the same to the bank of the Service Provider, and this process cannot be undone.

  2. b. Cancellation Policy of Service Providers: The Service Providers set their own cancelation policy. The cancellation rules are published on each listing’s details on the web, and the client has to tick the box “I agree with cancelation policy” before the payment check out. The copy of the cancellation policy of the provider is included in the booking confirmation email. All refunds should be according to the cancelation policy of the Service Provider. 

  3. c. Refund:If a client is entitled for refund after canceling, the Service Provider is responsible for providing the refund. The Service Providers shall bear the Stripe or bank transaction costs associated with the refund. If the Service Provider wants to avoid bearing the transaction costs with the refunds, he/she must clearly specify the same in his own terms by stating the exact percentage of amount from the refund that will be used to cover the transaction costs. 

  4. d. Refund of Zen Booking commission: The Zen Booking commission fee that was deducted from the Service Provider’s reservation payment on Zen Booking Stripe account will be deposited back to the Service Provider’s Stripe account in case of refund by the Service Provider. In case of less than full refund by the Service Provider, the Zen Booking commission will be calculated and refunded on a proportionate basis. For instance, if Zen Booking commission was $500, and the Service Provider makes a 50% refund, in that case, Zen Booking will hold 50% of its commission (amounting to $250), and the rest will be deposited back to the Service Provider’s Stripe account.

  5. e. Proof: The Service Provider shall be responsible for providing the necessary proof documents of the refund made to the client upon Zen Booking’s request.

  6. f. Re-scheduling, Cancellation and Refund Policy of Service Provider: We are an intermediary which provides a platform where the customers can book the services of the Service Providers and make their payments. However, whenever you book the services or make the payments using our platform, the respective terms of the Service Provider shall be applicable with respect to the booking, cancellation, re-scheduling, charges for cancellation/rescheduling, etc. We advise you to familiarize yourself with such policy of the respective Service Provider before proceeding to book their services or make payments for the same. No compensation or refund or cancellation or rescheduling is provided by Zen Booking. All responsibilities in this respect shall lie with the respective Service Provider, as the case may be.



  1. a. Process of Dispute Resolution: Once we have received a complaint, we will request you for all the relevant details to ascertain the genuineness of your complaint. If we find merit in your complaint, then we will get in touch with the concerned Service Provider, and provide him/her the reasonable opportunity to be heard. After hearing both the User and Service Provider, Zen Booking will reach a decision in its sole discretion, after considering the facts and circumstances involved on a case-by-case basis. You can contact us at info@zenbooking.com.

  2. b. Outside Communication or Transaction: While deciding on any submitted dispute, Zen Booking may not consider any communication or payment made outside of the Platform.

  3. c. Zen Booking’s decision shall be final: We will take action based on our sole discretion. The decision reached by Zen Booking in respect of the above dispute shall be the full and final, and shall be binding on both the User as well as the Service Provider. The said decision of Zen Booking shall not be eligible for an appeal. Nothing mentioned in this section shall be deemed to limit the entitlement of the user under any applicable law.



Unless provided by the relevant statute, rules or directives applicable to the jurisdiction in which you reside, in case of any claims, disputes or controversies arising out of or in relation to the services, or this Policy, the same shall be dealt with as per the Governing Law and Dispute Resolution clause as mentioned in the Terms of Use/ Retreat Organiser Terms/ Retreat Venue Owner Term (as the case may be).



We may add to or change or update this Cancellation & Refund Policy at any time, from time to time, entirely at our own discretion, with or without any prior written notice. You are responsible for checking this Policy periodically. Your use of the Platform after any amendments to this Policy shall constitute your acceptance to such amendments.


Last updated on March 15, 2023.

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