Booking Cancellation and Refund Policy

This Booking Cancellation and Refund Policy explains what happens when a booking made through Fliit is withdrawn, declined, cancelled or cannot proceed.

Fliit operates an online platform through which businesses and self-employed professionals can find and book workspaces made available by salons, studios, clinics and other workspace providers.

In this policy: Fliit, we, us or our means FLIIT LIMITED, a company registered in England and Wales under company number 17314551, whose registered office is at 202, 16 Rolling Street, Salford, England, M5 4RL. Host means the person or business making a workspace available through Fliit. Professional means the person or business requesting or making a booking. Workspace means the chair, room, treatment area or other working space described in a listing. Booking Request means a request submitted by a Professional that has not yet been accepted by the Host. Confirmed Booking means a Booking Request that has been accepted by the Host and for which payment has been successfully captured. Booking Start Time means the date and time at which the Professional is due to begin using the Workspace.

This policy forms part of the Fliit Terms of Service. By listing or booking a Workspace, users confirm that they are acting for purposes connected with their trade, business, craft or profession.

Nothing in this policy limits any rights or remedies that cannot legally be limited or excluded.

When a Professional submits a Booking Request, Fliit may place a temporary authorisation on the Professional's payment method. This reserves the relevant amount but does not necessarily mean that payment has been taken.

If the Host accepts the Booking Request, the authorised payment may be captured and the booking becomes a Confirmed Booking.

A Professional may withdraw a Booking Request at any time before the Host accepts it. Where payment has only been authorised and has not been captured, Fliit will cancel the payment authorisation.

A Host may decline a Booking Request at any time before accepting it.

If the Host does not accept a Booking Request within 48 hours, the Booking Request will expire automatically and any uncaptured payment authorisation will be cancelled.

The Professional's bank or card provider controls how quickly a cancelled authorisation disappears from the Professional's account. Fliit cannot guarantee when the bank will release the reserved amount.

A Professional may cancel a Confirmed Booking through the cancellation function provided within the Fliit platform.

The time of cancellation is the time recorded by Fliit's systems. Cancellation times are measured against the Workspace's local time.

Messages sent directly to a Host do not cancel a booking unless the cancellation is also completed through Fliit. If the cancellation function is unavailable, the Professional must contact Fliit at hello@fliit.co as soon as possible and before the relevant cancellation deadline.

Cancellation at least 24 hours before the Booking Start Time

If the Professional cancels at least 24 hours before the Booking Start Time, the Professional will receive a full refund of the amount paid for that booking.

Cancellation less than 24 hours before the Booking Start Time

If the Professional cancels less than 24 hours before the Booking Start Time, no automatic refund will be due. This reflects the limited opportunity available to the Host to secure another booking and the income the Host may lose because the Workspace was reserved.

Fliit will not permit a Host to recover more than its genuine loss from the same cancellation. If the Workspace is subsequently rebooked for substantially the same period, Fliit may issue an appropriate full or partial refund after taking account of the replacement booking and any reasonable direct costs incurred.

If a Host cancels a Confirmed Booking, the Professional will receive a full refund of the amount paid for that booking.

The Host must cancel through Fliit and notify the Professional as soon as reasonably possible.

A Host must not ask a Professional to cancel on the Host's behalf. Where the Host is responsible for the cancellation, the cancellation must be recorded as a Host cancellation.

Repeated Host cancellations, avoidable last-minute cancellations or attempts to misrepresent who cancelled may result in restrictions being placed on the Host's listings or account under the Fliit Terms of Service.

Fliit may also take reasonable steps to help the Professional identify an alternative Workspace, but cannot guarantee that a suitable replacement will be available.

If a Host declines a Booking Request, or the request expires because the Host does not respond within 48 hours: the booking will not be confirmed; no booking charge will be captured; and any payment authorisation will be cancelled.

This is a release of an authorisation rather than a refund because the payment has not been completed.

A Professional will normally be treated as a no-show where: the Professional does not attend the Workspace; the Professional has not agreed a different arrival time with the Host; and the Professional has not contacted the Host or Fliit within 30 minutes after the Booking Start Time.

A Professional who does not attend a Confirmed Booking is not automatically entitled to a refund.

Arriving late, leaving early or using the Workspace for less time than booked does not entitle the Professional to a refund or price reduction, provided the Workspace was available as agreed.

The Host must ensure that the Professional can access the Workspace at the agreed time and that the Workspace is materially consistent with its listing.

The Professional should contact the Host immediately if access is unavailable.

If the Professional cannot obtain access within 30 minutes after the Booking Start Time, despite making reasonable attempts to contact the Host, the Professional should report the issue to Fliit at hello@fliit.co.

Where Fliit reasonably determines that: the Host did not provide access; the Workspace was unavailable; the Workspace was materially different from its listing; the Workspace was not reasonably safe or suitable for the booked activity; or the Host otherwise failed to provide the booking as agreed, Fliit may provide a full or partial refund, depending on whether any meaningful part of the booking was provided.

The Professional may be asked to provide messages, photographs, videos or other reasonable evidence so that Fliit can review what happened.

Nothing in this policy requires a Host or Professional to continue with a booking where they reasonably believe doing so would create an immediate risk to a person's safety or involve unlawful activity.

The user must leave or avoid the Workspace if necessary and report the incident to Fliit as soon as it is safe to do so by emailing hello@fliit.co.

Fliit will review the circumstances and may issue a full refund, partial refund or no refund depending on: why the booking could not proceed; which party was responsible; whether the Workspace or activity breached Fliit's rules; what part of the booking, if any, was provided; and any evidence reasonably available.

Serious safety concerns may also result in a listing or account being suspended while Fliit investigates.

Fliit may, acting reasonably, make an exception to the standard cancellation rules where a booking cannot proceed because of serious illness, bereavement, emergency, severe travel disruption or another exceptional event outside the user's reasonable control.

Exceptions are not guaranteed and will be considered individually. Fliit may request reasonable supporting evidence.

Where an event affects the Workspace itself or prevents the Host from providing it safely, the Professional will normally receive a full refund.

A change to the booking date, time, duration or Workspace is not effective unless it is recorded and confirmed through Fliit.

Unless Fliit provides a dedicated rescheduling function, a Professional wishing to change a Confirmed Booking must cancel the existing booking and submit a new Booking Request. The cancellation rules in this policy will apply to the original booking.

Hosts and Professionals must not use informal rescheduling arrangements to avoid Fliit's payment, cancellation or safety processes.

Payments and refunds made through Fliit are processed by Stripe, our third-party payment processor.

Refunds will only be returned to the original payment method used for the booking. Fliit cannot send a refund to a different card, bank account or person.

Where a full refund is due under this policy, the Professional will receive the full amount originally paid through Fliit for that booking. Any payment-processing costs incurred by Fliit or the Host will not be deducted from a refund described as a full refund.

Where a partial refund is due, Fliit will explain how the refunded amount has been calculated.

Fliit will normally instruct Stripe to process an approved refund within five business days. Once the refund has been submitted to Stripe, the Professional's bank or card provider controls how quickly it appears. Refunds commonly take a further five to ten business days to appear, although some payment providers may take longer.

A refund may occasionally be delayed or fail because of an issue involving the original payment method, bank or card provider. Where Fliit becomes aware of a failed refund, we will contact the Professional or provide further instructions where reasonably possible.

Where a refund is payable, Fliit may withhold, reverse or recover the corresponding Host payment and any associated Fliit fee in accordance with the Fliit Terms of Service and the Host's payment agreement.

A Host must not issue or promise a separate cash, bank-transfer or off-platform refund for a booking paid through Fliit unless Fliit has expressly agreed to this in writing.

This helps prevent duplicate refunds and ensures that Fliit, the Host and the Professional have a consistent payment record.

A Host or Professional who disagrees with a cancellation or refund decision should contact hello@fliit.co as soon as possible and provide: the booking reference; a clear explanation of what happened; relevant messages or communications; photographs or other supporting evidence; and the outcome they are requesting.

Fliit will review the information available from both parties and may request further evidence.

When making a decision, Fliit may consider the listing, booking record, messages sent through Fliit, payment information, account history and any evidence supplied by the parties.

Fliit will aim to provide an initial response within five business days. More complex cases may take longer.

This process does not prevent a user from exercising any legal rights or remedies available to them.

A Professional who believes a payment or refund is incorrect should contact Fliit first so that the issue can be investigated promptly.

Contacting Fliit does not remove or limit any right the Professional may have to raise a payment dispute with their bank or card provider.

Fliit may provide relevant booking, cancellation and communication records to Stripe, a bank or card provider when responding to a payment dispute.

Fliit will not issue a second refund where the same amount has already been returned through a chargeback or another payment dispute process.

Fliit may refuse a refund request where there is reasonable evidence that the request is fraudulent, deliberately misleading or an attempt to receive the same refund more than once.

Fliit may suspend or restrict an account while suspected fraud or misuse is investigated.

This section does not allow Fliit to refuse a valid refund solely because a user has made a complaint or exercised a legal right.

The version of this policy that applied when a Confirmed Booking was made will normally continue to apply to that booking.

Changes to this policy will apply to bookings made after the updated policy takes effect, unless an earlier change is required by law or is more favourable to the affected user.

The effective date and last-updated date will be displayed at the top of this policy.

Questions, cancellation problems, safety concerns and refund requests should be sent to:

Email: hello@fliit.co
Company: FLIIT LIMITED
Company number: 17314551
Registered in: England and Wales
Registered office: 202, 16 Rolling Street, Salford, England, M5 4RL
Website: https://www.fliit.co