Cancellation and refunds: the notice scale

Cancelling a booking does not make you liable for damages. What it can cost is the part of the fee the house has already earned when your message arrives, and that part grows as the booked hour comes closer.

The scale

• More than 24 hours before the booked time: nothing is earned, and a deposit comes back whole.
• Inside 24 hours, before she has left: half of the deposit counts as earned, and the other half is repaid.
• Once she is on her way to you: all of the deposit counts as earned.

Two corrections apply at every step. If another client takes the hour you gave up, the deposit is returned in full. If you can show that the house lost less than it kept, it keeps only that smaller amount.

Two hours booked for Saturday, with one base hour paid ahead: a message on Thursday brings back all of it, a message on Saturday afternoon before she leaves brings back half of what was paid.

Booked without a deposit

A returning client's same-day hour or two carries no deposit. Cancel before she has left and nothing is owed. Cancel once she is on her way and only the share of the fee covering the journey she has started is asked for.

When the house cannot perform

If the house is unable to carry out the booking, you choose: the deposit repaid in full, or held for a new date for as long as you need to pick one.

Sessions ended early

If you end a session before the booked time is up, the fee for the time reserved stays due, because that time was held for you and cannot be offered to anyone else. She may end a visit at any point, and if a limit she has set is pressed she ends it there and then; she is at your door or inside by that stage, so the fee for the reserved time stays due for an hour held and a journey made, with nothing added on top.

The fourteen-day right

A booking made in a message thread is a distance contract under articles 6:230m to 6:230z of the Dutch Civil Code. Article 6:230p sets out exceptions to the fourteen-day withdrawal period, and one of them reaches services related to leisure activities where the contract fixes a specific date or period. Every booking here is for a named hour on a named day, so the right does not arise. A same-day session adds a second footing: before she sets out, you confirm in the thread that you want it performed at once.

One free move is allowed, asked over 24 hours ahead to a day within 14 days. The steps are in moving a confirmed booking, and the complete wording is in the cancellation policy.