Cancellation & Refund Policy — Guides & Providers
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1 Guest Cancellation Tiers & Your Payout
| When Guest Cancels | Guest Refund | Your Payout | Status |
|---|---|---|---|
| 7+ days before service start | 100%, less processing fee | $0 — no payout | Full Refund |
| Less than 7 days before service start | 50%, less processing fee | 50% of amount, less commission | Partial Refund |
| On/after service start, or verified no-show | 0% — no refund | 100% of amount, less commission | No Refund |
2 Non-Refundable Processing Fee
- Stripe (and equivalent local processors) charge a transaction fee of approximately 3%, retained by the processor and never recoverable by Turify or you.
- This ~3% fee is excluded from your payout in every tier, including No Refund/no-show.
3 Cancellations You Initiate
- If you cancel a confirmed booking, the guest gets a full refund (Turify absorbs the processing fee) and you receive no payout.
- Repeated provider-initiated cancellations affect your acceptance rate, badges, and standing per the Terms & Conditions.
4 No-Shows & Payout Timing
- Report a genuine no-show via “Report No-Show” after the scheduled service time passes; a verified no-show falls under the No Refund tier.
- Payouts follow your normal payout schedule once the cancellation or no-show is confirmed and any dispute window closes.
5 Contact Us
Questions about a specific cancellation, no-show, or payout: contact@sofloom.com or the in-app Help Center.