Booker/pet parent cancellation

Bookers/pet parents may cancel their booking through our platform, and the cancellation is effective immediately. Whether the booker received a full refund, a partial refund, or receives no refund depends on the circumstances. The total amount refunded will depend on when the booker cancels the booking and the booking type. The cancellation period is based on the guru's time zone.

Full Refund

BOOKING TIME	CANCELLATION PERIOD
Before the guru confirms the booking	Anytime before the guru confirms your start date.
After the guru confirms the booking AND the start date is greater 42 hours	42 hours before the start date
If the start date/time is LESS than 24 hours of the booking.	30 minutes after the start date

Partial Refund

Cancellations outside the full refund period If a booker wants to cancel a booked booking, we encourage them to notify the guru and cancel the booking ON THE PLATFORM as soon as possible and to process the cancellation. Partial refunds are 50% of the booking's total price.

BOOKING TIME	CANCELLATION PERIOD
After the guru confirms the booking AND the start date is greater 24 hours	24 hours before the start date
If the start date/time is LESS than 24 hours of the booking.	Anytime before the start date

Booker no-show

If a booker fails to cancel and doesn't show up for the appointment within 30 minutes of the booking scheduled start time, it's a booker no-show. Quipu or the guru will cancel booker no-show booking, and we’ll issue the booker a partial refund.

Guru no-show

If a guru fails to cancel and doesn't show up for the appointment within 30 minutes of the booking scheduled start time, it's a guru no-show. Quipu will cancel guru for a no-show booking, and we’ll issue the booker a full refund. Gurus who fail to show up for a booking are subject to a 150 USD fee.

---

Guru cancellation

Gurus must report all no-shows within 72 hours of the booking start date. If a booker tells us that they didn't show up and the guru didn't report the no-show to us, we won't issue the guru earnings for that booking. We may also charge a fine.

BOOKING TIME	GURU EARNINGS
Anytime after start date	Guru receives no earnings
Anytime before start date	Guru receives no earnings

Guru failed to confirm appointment

Bookings that are not confirmed or cancelled within 48 hours of the booking will automatically be cancelled by Quipu Labs. Gurus with too many unconfirmed appointments may be subject to ejection from the guru platform.

Cancellation from Quipu Labs

BOOKING TIME	GURU EARNINGS
24 hours of start date	Guru receives full earnings
If the start date/time is LESS than 24 hours of the booking.	Guru receives no earnings

When Quipu must cancel a booking less than 24 hours before booking start due to unforeseen circumstances, the guru will be paid in line with the terms of the table above. If the Quipu cancellation is made more than 24 hours before the booking start or within 30 minutes of the booking. For bookings that were booked less than 24 hours before booking start, the guru will not be eligible for earnings. Bookers/pet parents will receive a full refund.