Cancellation & Refund Policy

How cancellations, refunds, no-shows, late arrivals, disputes and chargebacks work on Sphere, for both Clients and Providers.

1. Overview Sphere ("the Platform", "we", "us", "our") is an online booking platform that connects clients ("Clients") with independent beauty, wellness, and creative service providers ("Providers"). All services booked through Sphere are provided directly by independent Providers. Sphere is not a party to the service contract between Clients and Providers. However, to ensure fairness and transparency, Sphere sets minimum standards and provides a structured framework for cancellations, refunds, and disputes. By making a booking on Sphere, both Clients and Providers agree to comply with this Cancellation & Refund Policy in addition to Sphere's Terms & Conditions. 2. Client Cancellations 2.1 Cancelling a Booking Clients may cancel a booking directly through their Sphere account. Each Provider sets their own cancellation window (for example, 24 or 48 hours before the scheduled appointment). The applicable cancellation policy will be clearly displayed at the time of booking. It is the Client's responsibility to review and understand the Provider's cancellation terms before confirming a booking. 2.2 Refund Eligibility Refund eligibility depends on the timing of the cancellation and the Provider's individual policy. A full refund will be issued where the booking is cancelled within the Provider's stated cancellation window. A partial refund or no refund may apply if the booking is cancelled after the Provider's cancellation deadline or if the Client does not attend the appointment ("no-show"), in line with the Provider's policy. No refunds will be issued for services that have already been partially or fully delivered, for no-shows where the Provider's policy states no refund, or for digital, time-based, or bespoke services once work has commenced. Sphere does not guarantee refunds outside the Provider's stated cancellation terms. 3. Provider Cancellations 3.1 Provider-Initiated Cancellations If a Provider cancels a confirmed booking, the Client will receive a full refund of everything they paid for that booking, including the service amount, any deposit and Sphere's client booking fee. The Client may choose to rebook with the same Provider, subject to availability, or book with a different Provider on the Platform. Sphere is not liable for any additional costs incurred by the Client as a result of a Provider cancellation. - Where a Provider cancels a confirmed booking less than 48 hours before the scheduled appointment time, Sphere may charge the Provider a cancellation fee of up to the value of the cancelled booking. This amount may be deducted from the Provider's current or future payouts, or invoiced directly to the Provider if payout funds are insufficient. The Provider may dispute the fee by contacting Sphere within 14 days of being notified of it. Providers who cancel confirmed bookings inside the 48-hour window on more than two occasions within any rolling 90-day period will be treated as a breach of platform standards under Section 3.2. - Sphere is entitled, but not obliged, to waive the Provider cancellation fee where the cancellation results from circumstances reasonably beyond the Provider's control (for example, documented illness, bereavement, or emergency), at Sphere's sole discretion. 3.2 Provider No-Shows or Failure to Deliver - If a Provider fails to attend a confirmed appointment without notice, or otherwise fails to deliver a booked service, the Client will receive a full refund of everything they paid for that booking, including the service amount, any deposit and Sphere's client booking fee. Sphere will apply the cancellation fee described in Section 3.1 to the Provider in respect of the missed booking, and will treat the incident as a breach of platform standards regardless of whether the Client reports it. Providers who accumulate cancellations, no-shows, or failures to deliver in breach of this policy may receive a formal warning, a temporary suspension of their listing, withholding of pending payouts pending investigation, or permanent removal from the Platform, at Sphere's sole discretion. Sphere may take this action based on its own monitoring, without requiring a Client complaint. 4. Late Arrivals Providers may define a grace period for late arrivals. If a Client arrives late, the Provider may shorten the service to fit the remaining time or cancel the appointment and treat it as a late cancellation or no-show in line with their policy. Refunds for late arrivals are not guaranteed and depend on the Provider's stated terms. 5. Dispute Resolution If a dispute arises between a Client and a Provider, Sphere may review relevant information including booking details, in-app messages, cancellation timestamps, and any supporting evidence. Sphere may facilitate communication between the parties where appropriate. Decisions are made based on fairness, platform policies, and available evidence. Sphere's decision is final and made at its sole discretion. Sphere does not provide legal advice and does not guarantee outcomes in favour of either party. 6. Payments, Refund Processing & Timelines All refunds are processed via the original payment method used at checkout, such as Stripe. Approved refunds are typically issued within five to ten working days, depending on the payment provider and bank processing times. Sphere does not control external payment processors or banks and cannot expedite refunds once processed. Transaction fees charged by payment providers may be non-refundable. - Where a refund is issued as a result of a Provider cancellation, no-show, or failure to deliver under Section 3, any payment processing fees charged to Sphere in connection with the original transaction and the refund are non-refundable to the Client and are not recoverable from Sphere. 7. Chargebacks & Payment Disputes Clients are encouraged to contact Sphere support before initiating a chargeback. Unauthorised or abusive chargebacks may result in account restrictions or suspension. Sphere reserves the right to submit evidence to payment providers in response to chargebacks, including proof that this policy was accepted by the Client at the time of booking. 8. Changes to This Policy Sphere reserves the right to update or amend this Cancellation & Refund Policy at any time. The most current version will always be available on the Sphere website or app. 9. Governing Law - This Policy is governed by the laws of England and Wales, and the courts of England and Wales will have exclusive jurisdiction over any dispute arising from it. 10. Contact & Support For assistance with cancellations, refunds, or disputes, please contact: Email: contactus@bookwithsphere.co.uk Support Hours: Monday to Friday, 9:00am to 6:00pm (UK time)