Cancellations & Booking Credit

Customer cancellation

A customer may cancel a confirmed booking through ZEBYA. If the cancellation is made more than four full days before the appointment, the paid ZEBYA Booking Fee is recorded as ZEBYA Credit for a future ZEBYA Booking Fee. It is not ordinarily paid out as cash.

If the cancellation is made four days or less before the appointment, the ZEBYA Booking Fee is normally forfeited. Exceptional circumstances may be reviewed by ZEBYA where appropriate.

Provider cannot directly cancel a confirmed booking

A provider who believes they may be unable to attend must notify ZEBYA through the confirmed booking. Their report does not cancel the booking. ZEBYA opens an Admin case, prioritises customer recovery and reviews the circumstances before deciding any provider outcome.

Late or same-day inability-to-attend reports are treated as urgent. Provider consequences may include no action, a warning, reliability impact, a fine or suspension, but these are Admin decisions and are not applied automatically.

Customer protection comes first

When a provider reports that they may not be able to attend, ZEBYA may contact the customer and look for another suitable provider. Genuine emergencies, evidence, notice given, customer impact and whether the customer was successfully assisted may all be considered before ZEBYA decides whether any provider consequence is appropriate.

Rescheduling and location changes

A confirmed booking may be rescheduled or materially changed only through the ZEBYA process and with the required agreement. A proposed time or location change is not effective until the platform confirms the change and any required payment has been completed.

No separate provider cancellation policy

Providers must not impose a separate deposit, cancellation, rescheduling or no-show policy on a ZEBYA booking that conflicts with the rules shown by ZEBYA for that booking.

Consumer rights remain

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law. Where the law requires a refund or other remedy, the law prevails over a platform rule or credit arrangement.

Exceptional circumstances

If a cancellation involves a safety issue, service failure, disputed charge or another exceptional circumstance, use the Contact ZEBYA page so the matter can be reviewed.