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Booking Policy

Effective Date: 13 July 2026 · Version 2.0

This Booking Policy governs the reservation and scheduling of services or time-slotted appointments offered by shops on the Vyete platform. Vyete does not process or hold payment for a Booking — you pay the shop directly, using whatever method you agree with them (see Payment Terms).

1. Scope

This policy applies to any reservation of a time slot, appointment, or scheduled service (collectively, a "Booking"). Standard product purchases with no time element are governed by the User Terms of Service and Refund & Returns Policy instead.

2. Making a Booking

2.1 Availability

Real-time slot availability is displayed on each shop's service listing. Availability is subject to change until the shop accepts your Booking.

2.2 Confirmation

Submitting a Booking request puts it in PENDING status — this is not yet a confirmed appointment. The shop must accept it before it's confirmed:

  1. Accepted — the shop confirms the slot; your appointment is set.
  2. Rejected — the shop declines (e.g., unavailable, can't accommodate your requirements); nothing is charged since nothing was ever charged through Vyete.
  3. No response — a Booking the shop hasn't accepted or rejected within a reasonable window is automatically cancelled.

2.3 Booking Information

You are responsible for providing accurate Booking details including date, time, number of participants, and any special requirements. Changes after acceptance are subject to Section 4.

3. Payment

Vyete does not process or hold payment for a Booking. Pay the shop directly — how much, when, and by what method (full payment upfront, a deposit, payment on arrival) is between you and the shop; check their listing or ask them directly before booking. Prices shown on a listing are set by the shop and may vary between time slots.

4. Changes to a Booking

4.1 How to Request a Change

Changes (date, time, participant count) must be requested by contacting the shop directly through the Platform messaging system.

4.2 Change Window

Changes are permitted up to 48 hours before the scheduled start time, subject to the shop's availability. Changes within 48 hours are at the shop's discretion.

4.3 Price Adjustments

If a change results in a different price, that's settled directly with the shop — Vyete has no payment record to adjust.

5. Cancellation

5.1 Cancellation Notice — Platform-Wide Expectation

Vyete does not process refunds for Bookings, since it never held your payment. The table below is the minimum standard Shops are expected to honour when refunding you directly for a cancellation you request — not a Vyete-processed refund:

| Notice given before start time | Expected Refund From Shop | |---|---| | More than 72 hours | 100% | | 24 – 72 hours | 50% | | Less than 24 hours | At the shop's discretion |

Some shops may offer more generous terms; check their listing. If a shop declines to refund you in line with this table, you may raise a dispute (Section 8).

5.2 How to Cancel

Cancel via Orders → Manage Booking → Cancel, or by contacting the shop directly. Since Vyete doesn't hold your payment, cancelling on the Platform records the cancellation but does not itself trigger a refund — that comes from the shop.

5.3 Non-Refundable Bookings

Bookings explicitly marked as non-refundable at booking time are not eligible for a refund regardless of the notice given, except in the circumstances outlined in Section 6.

6. Cancellation by the Shop

If a Booking is rejected or cancelled by the shop after having been accepted:

  • If you'd already paid the shop directly, they must refund you in full without delay.
  • The cancellation is recorded against the shop's performance metrics.

7. No-Show Policy

If you fail to attend a Booking at the confirmed time without cancelling:

  • Whatever you already paid the shop directly is not refundable.
  • Repeated no-shows may result in restrictions on your account.

8. Disputes

Since Vyete doesn't hold Booking payment, it cannot issue a refund on the shop's behalf. Instead, once the shop marks a Booking completed, you may raise a dispute against it within 14 days through Orders → Raise a Dispute. The shop (or Vyete's Trust & Safety team, for escalated cases) can close the dispute once resolved directly between you. This is a visibility and trust signal, not a payment reversal mechanism — see the Dispute Resolution Procedure for full detail.

9. Force Majeure

Neither Vyete nor the shop is liable for cancellations caused by circumstances beyond their reasonable control (e.g., severe weather, government-imposed restrictions, public health emergencies). Refund or rescheduling in such cases is a matter between you and the shop directly.

10. Changes to This Policy

Vyete may update this Booking Policy. Material changes will be communicated in accordance with the User Terms of Service.

11. Contact

For Booking-related enquiries: [email protected]