This policy explains how cancellations, rescheduling and refunds work on Qleever. It forms part of the Terms & Conditions and applies alongside the Subscription & Qleever Pro Terms for memberships.
A note on honesty: Qleever does not currently charge cancellation fees or collect deposits. If a cancellation fee or deposit is ever introduced, it will be disclosed at booking — before you confirm — and reflected in this policy. Your statutory cancellation and refund rights always apply regardless of anything written here.
1. Cancelling your appointment
You can cancel a scheduled or confirmed appointment from your workspace — open the appointment and choose Cancel, optionally with a reason. Cancellation takes effect immediately and the provider is notified.
There is currently no cancellation fee and no deadline for cancelling. We ask that you cancel as early as you can out of respect for the provider’s schedule. If a fee or notice window is introduced in future, it will be disclosed before you confirm a booking.
2. Rescheduling
To change the date or time window of a confirmed appointment, contact the provider through Messages or submit a request through support. A rescheduled visit is confirmed only when the provider accepts the new time — until then, the original appointment stands.
4. No-shows and missed appointments
If a provider does not arrive within the agreed window, report it through the appointment or the Resolution Centre — the visit is reviewed rather than treated as a completed service.
If a provider cannot get in — for example, no one answers and no access instructions were provided — the visit is marked “access blocked — pending review,” not automatically a customer no-show. We check the booking instructions and contact attempts before any determination, and you can dispute or correct the record.
5. Access problems
Access instructions belong in the authorization flow attached to your booking — not in messages. Only the providers confirmed for your job can see them. If access arrangements change, update them before the appointment or contact the provider directly so the visit is not lost.
6. Deposits
Qleever does not currently collect booking deposits. If a deposit is introduced for a category of service, the amount, what it applies against and when it is refundable will be disclosed before you confirm the booking.
7. Refunds
Membership and subscription fees: see the Subscription & Qleever Pro Terms — monthly fees are not refunded mid-period except where the law requires or we approve a refund for a billing error.
Job payments: for marketplace bookings you pay the provider directly, so a refund for the work itself is between you and the provider — our Resolution Centre will help you reach a fair outcome and can adjust platform records, but Qleever is not the payee for that transaction. For services where Qleever has collected payment, refunds for unperformed or disputed work are reviewed under the complaint process.
Approved refunds go back to the original payment method. Processing time depends on the card issuer — typically several business days after we issue it.
8. Cancelling a subscription
Provider memberships and Qleever Pro plans cancel from the billing area of your workspace, effective at the end of the paid period — you keep paid features until then and the account returns to the free tier. Cancelling a subscription never deletes your business, storefront or data.
Statutory rights apply: where provincial consumer law gives you a cancellation or cooling-off right for the subscription, that right overrides this policy.
9. Disputing a charge or a cancellation
If you believe a charge, cancellation record or no-show determination is wrong, open a ticket or use the Resolution Centre with the booking or invoice reference. We review the record with the parties involved and explain the outcome. Where your card issuer offers dispute rights, nothing in this policy restricts them.
10. Your statutory rights
This policy is designed to sit on top of — never instead of — your rights under provincial consumer-protection legislation. Where a mandatory statutory right gives you a better cancellation, refund or remedy than this policy describes, the statutory right applies.