1. Booking-specific policies
Each provider may have service-specific cancellation timing, fees, and rules shown before a customer confirms a booking. The policy shown at checkout controls the booking unless Zumi states otherwise.
2. Customer cancellations
Customers may cancel through the Zumi platform when cancellation is available. Refund eligibility depends on the provider policy, timing of cancellation, payment status, and whether services have already started.
3. Provider cancellations
If a provider cancels a confirmed booking, Zumi may help the customer rebook, issue a refund where appropriate, or provide other support based on the circumstances.
4. Refund processing
When a refund is approved, payment processing is handled through Stripe. Bank and card network timing may affect when funds appear on the customer's statement.
5. No-shows and late changes
No-shows, late cancellations, denied access, incomplete pet care information, or unsafe service conditions may reduce or eliminate refund eligibility depending on the provider policy and facts of the booking.
6. Disputes
Customers and providers should contact Zumi promptly about booking or payment issues. We may review platform records, messages, provider policies, and payment details to help resolve disputes.
7. Contact
Questions about cancellations or refunds can be sent to [email protected].