Last Updated: Sep 1, 2026

Cancellation Policy

This Cancellation Policy governs the cancellation of bookings made through the Duzuto platform. By placing a booking, the User agrees to the terms set out below.

1. Instant Bookings

For an Instant Booking:

  • Before a Professional is assigned: The User may cancel the booking at any time before a Professional is assigned. If cancelled during this period, the User will be eligible for a full refund.
  • After a Professional is assigned: The User may cancel the booking; however, no refund will be provided once a Professional has been assigned.

  • Cancellation due to Professional or system-related reasons: If the booking is cancelled because:

    • the Professional fails to show up;
    • no Professional is assigned to the booking; or
    • the booking is cancelled by Duzuto or automatically by the system for any reason attributable to the service or booking process;

    the User will be eligible for a full refund, subject to any applicable payment-processing limitations.

2. Scheduled Bookings

For a Scheduled Booking:

  • Cancellation at least 2 hours before the scheduled start time: The User may cancel the booking and will be eligible for a full refund.
  • Cancellation less than 2 hours before the scheduled start time: The User may cancel the booking; however, no refund will be provided.

  • Cancellation due to Professional or system-related reasons: If the booking is cancelled because:

    • the Professional fails to show up;
    • no Professional is assigned to the booking; or
    • the booking is cancelled by Duzuto or automatically by the system for any reason attributable to the service or booking process;

    the User will be eligible for a full refund.

3. Subscription Plan Hours

Where booking hours have been deducted from a User's active subscription plan:

  • Subscription hours will be credited back to the User's subscription plan only where the cancelled booking is eligible for a refund under this Cancellation Policy.
  • If a booking is cancelled by the User but is not eligible for a refund, any subscription hours already deducted for that booking will not be credited back.
  • Any credited hours will be restored to the applicable subscription plan and will remain subject to that plan's original validity period and other applicable terms.

4. Refund Processing

Where a User is eligible for a refund under this Cancellation Policy, Duzuto will initiate the applicable refund.

Any refund initiated by Duzuto will generally be processed within 7 (Seven) to 14 (Fourteen) business days and credited to the User's original mode of payment.

The actual time taken for the refund to appear in the User's account may vary depending on the User's bank, card issuer, payment service provider, or other financial institution.

5. No-Show by the User

If a User fails to be available at the booked location at the scheduled time, the booking may be treated as a User no-show. In such cases, the User may not be eligible for a refund, and any applicable booking or subscription hours may be treated in accordance with the applicable booking terms.

6. Company- or System-Initiated Cancellation

Duzuto reserves the right to cancel a booking where necessary, including due to operational, technical, Professional availability, safety, or other legitimate reasons.

Where a booking is cancelled by Duzuto or automatically by the system and the cancellation qualifies for a refund under this Policy, the User will receive a full refund, and any subscription hours deducted for that booking will be credited back in accordance with Section 3.

7. General

Duzuto may update this Cancellation Policy from time to time. The version applicable at the time of the booking will generally govern the cancellation and refund applicable to that booking, unless otherwise required by applicable law.

Nothing in this Cancellation Policy is intended to limit or exclude any rights or remedies available to Users under applicable law.