On the Toby platform, customers may request a refund under the following circumstances. The refund process varies depending on the situation. Below is a detailed explanation:
๐ 1. Service Cannot Be Provided Due to Merchantโs Reasons
If a merchant fails to provide the booked service, it may damage their credibility and affect future bookings. The following situations qualify for a full refund, and the merchant may face penalties:
๐น The merchant cancels or refuses the service before the appointment due to:
- Business closure during the scheduled time
- Inability to provide the service or refusal to serve
- Failure to provide service on time
๐น The customer arrives at the location and finds that:
- The business is closed
- The merchant refuses to provide the service
- The merchant does not deliver the service on time
๐ก Refund Policy: The customer will receive a full refund, and the merchant may face penalties. To avoid such issues, merchants should regularly update their availability and ensure smooth service.
๐ 2. Customer Cancels Due to Personal Reasons
Customers may request a refund based on the merchantโs cancellation policy.
๐น If the customer cancels within the free cancellation period:
- The refund can be processed immediately.
๐น If the customer cancels after the free cancellation period:
- The platform will check with the merchant to determine refund eligibility.
- If the merchant denies the refund, the platform will explain the cancellation policy to the customer.
๐ก Refund Policy: Refund eligibility depends on whether the cancellation request is within the allowed period.
๐ 3. Booking for Multiple Participants
If a customer books a service for multiple people but some participants cannot attend:
๐น If within the free cancellation period:
- The customer can cancel the entire booking and rebook with the correct number of attendees.
๐น If past the free cancellation period:
- The platform will check with the merchant to determine refund eligibility.
- If the merchant agrees, the customer will need to cancel and rebook accordingly.
- If the merchant declines, the platform will inform the customer of the cancellation terms.
๐ก Refund Policy: Customers may need to cancel and rebook based on merchant discretion.
๐ 4. Payment Issues
If a customer encounters payment-related problems, such as duplicate charges or missing booking records:
๐น Duplicate Payment:
- The platform will verify with the finance department if multiple payments were received.
- If confirmed, the extra charge will be refunded.
๐น Payment Completed but No Booking Record:
- The platform will check if the payment was received.
- If confirmed but no order exists, the finance department will issue a refund.
- Customers will be reminded to complete the payment process correctly to prevent future issues.
๐ก Refund Policy: Customers will receive a refund for duplicate payments or failed transactions.
๐ Fair & Transparent Refund Process
Toby aims to protect both customers and merchants, ensuring a fair and transparent experience.
If a customer has any concerns or needs further assistance, they can contact our customer service team.
If you have any questions or require further assistance, please feel free to contact the relevant account management team or email us at prosupport@hellotoby.com. Our office hours are from 9:00 AM to 6:00 PM, Monday to Friday (excluding public holidays).