Refund & cancellation policy

Businesses on Zolaya choose their own cancellation notice window, deposit amount, late-cancellation fee and no-show fee. The policy that applies to your booking is shown on the storefront and again at checkout before you pay. Zolaya applies that policy automatically when a booking is cancelled.

If you cancel before the business's cancellation deadline (commonly 24 hours before the appointment), your booking is cancelled free of charge and any deposit or prepayment is refunded in full to the original card. The slot is immediately released back to the professional's calendar.

If you cancel after the deadline, the business's late-cancellation fee is applied as a percentage of the service price. That fee is retained from your deposit or prepayment and the balance is refunded automatically. You will see the exact amounts confirmed on screen and by email.

If you do not attend and do not cancel, the business may mark the appointment as a no-show and retain the no-show fee set in its policy. Anything held above that fee is refunded. Repeated no-shows may result in restrictions on your account.

Rescheduling inside the notice window is free and, where the business allows it, your deposit transfers to the new time. Rescheduling after the deadline may be treated as a late cancellation followed by a new booking.

If a business cancels or cannot deliver your appointment, you receive a full refund of everything you paid through Zolaya, including any deposit. No cancellation fee applies.

If something went wrong with a treatment, raise it with the business first — most issues are resolved with a correction or goodwill gesture. If you cannot reach a resolution, contact us through the Help Centre within 14 days of the appointment and we will mediate. Zolaya does not guarantee treatment outcomes, but we will investigate and can issue a refund from funds held for that business where the claim is upheld.

• Refunds always return to the original card. We cannot redirect a refund to a different card, to cash or to a bank transfer.
• Refunds are returned by RYDR Global, so they appear against the RYDR Global line on your statement — the same descriptor as the original charge.
• Most refunds reach the card within 3–10 business days, depending on your bank. Zolaya releases the refund immediately; the remaining time is your issuer's processing.
• Where prices were displayed in a currency other than BBD, the refund is issued in BBD for the amount originally settled. Small differences can occur because of your bank's exchange rate on the day.
• Card processing fees on a refunded transaction are not always returned to Zolaya by the banks and card networks; where a business's policy allows, they may be deducted from a partial refund. This is disclosed at checkout when it applies.

If you chose to pay at the venue, no money is held by Zolaya, so nothing is refunded. Any late-cancellation or no-show fee is settled directly with the business.

Zolaya Pro is billed monthly in advance and can be cancelled at any time. Cancelling stops the next renewal; the current month is not pro-rated or refunded. Marketplace and processing fees already charged on completed bookings are not refundable.

Please contact us before disputing a charge with your bank — we can usually resolve it faster. Charges shown as RYDR Global are legitimate Zolaya bookings. Trident Marketing & Technologies Inc. may recover the cost of fraudulent or bad-faith chargebacks from the account concerned.