After booking a merchant service through the Toby platform, there may be circumstances where you need to cancel your order and request a refund. To safeguard your rights, it is important to understand the specific refund timeline and process. Please review the detailed information below:
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General Booking Orders
For standard merchant orders on Toby, if you wish to cancel, you must do so at least one hour before the scheduled service time. The refund will be processed via your original payment method and is typically completed within 5–7 working days. -
Orders from Specific Merchants or Special Promotions
Certain orders involving “specific merchants” or “special offers/services” have distinct refund policies, which will be indicated on the merchant’s page (e.g., non-refundable within 24, 48, or 72 hours). If your order falls into this category, please refer to the specific refund terms provided on the merchant’s page. -
Credit Card Bookings
If you have used a credit card for your booking, please note the following:- Authorization Hold: Upon order confirmation, Toby will secure your authorization to hold the funds. The actual charge is processed only after order confirmation or within 96 working hours. If you cancel within 96 working hours and do not see a refund, this indicates that the funds have not yet been charged.
- Post-Transaction Cancellations: If you cancel after the transaction has been completed (i.e., after 96 working hours from order confirmation), the refund will be processed within 5–7 working days and credited back to your account via the original payment method.
In summary, refunds for canceled orders are generally processed within 5–7 working days, subject to your payment method and order type. For orders with special refund policies, please refer to the details on the merchant’s page.
If you have any questions or require further assistance, please do not hesitate to contact us at 37033250 or via email at prosupport@hellotoby.com. Our customer service team is available from 9:00 AM to 6:00 PM, Monday through Sunday (excluding public holidays).
Thank you for your understanding and continued support.