Cancellation and Refund Policy

1. Introduction

At ReservaBabi, we strive to offer a transparent and fair booking experience for our customers and providers. Each establishment chooses one of the three cancellation policies described below. The applicable policy — and the exact amounts due upon cancellation — are shown before payment and remain locked for the entire life of your booking: later changes to our scales never apply to a booking already confirmed.

2. Cancellation policy levels

Penalties are calculated as a percentage of the total booking amount. These levels apply to hotels, restaurant table bookings, vehicle rentals, parking, salons and appointments, event tickets and intercity transport.

Flexible

Free modification up to 12 hours before.

Moderate

Free modification up to 24 hours before.

Strict

Free modification up to 48 hours before.

3. No-show

If you do not show up without prior cancellation, the no-show penalty of the applicable policy is withheld (30%, 50% or 100% depending on the level) and the remainder is refunded to you.

Safeguards:

• The establishment can only declare a no-show within 48 hours of the scheduled service time.
• You are notified immediately and have 7 days to dispute from the app. During a dispute, funds are frozen until ReservaBabi arbitrates.

4. Booking modifications

You can modify your booking (date, time, services) for free within the following deadlines:

• Flexible: up to 12 hours before
• Moderate: up to 24 hours before
• Strict: up to 48 hours before

• If the modification increases the amount, you simply pay the difference.
• If it decreases it, the difference is refunded to you after applying your policy's cancellation scale to the reduced amount; the refund follows the same channels as your payment (including any gift card share, credited back to your card).

After this deadline, any modification is treated as a cancellation followed by a new booking.

5. Cancellation by the establishment or the platform

• The establishment cancels: full refund, regardless of the deadline or policy level. Repeated cancellations by an establishment are tracked and sanctioned by ReservaBabi.
• A staff member (hairdresser, make-up artist…) withdraws: your booking is not cancelled — the establishment replaces them. If no replacement is found as the service approaches, the booking is cancelled under "establishment" terms: full refund.
• Cancellation request pending approval: where your request requires the establishment's approval and it does not reply within the allotted time, silence counts as approval: full refund.

6. Gift card payments

A booking paid in full or in part with a ReservaBabi gift card follows the normal cancellation policy. When a refund is due:

• The share paid by gift card is credited back onto the same card (its expiry date is unchanged).
• The share paid by mobile money or bank card is refunded through the original channel.
• If the gift card has expired in the meantime, that share can no longer be returned.

7. Mobility services

Ride-hailing (VTC)

Carpooling

The trip itself is paid directly between passenger and driver; the platform charges credits for matchmaking.

• You cancel your seat: committed credits are not refunded.
• The driver removes you or cancels the trip: your credits are automatically refunded. The driver bears a credit penalty.
• Your trip request expires with no proposal received: the committed credit is refunded. If proposals were received but not selected, the credit remains due.
• Passenger no-show: no financial impact through the platform, but the absence is recorded on the profile.

Intercity transport (bus)

Each company chooses its policy (Flexible, Moderate or Strict) — it is shown before purchase and applies exactly like other bookings, including no-show and automatic refunds. A ticket can no longer be cancelled after departure time.

8. Food orders

• You can cancel free of charge until the restaurant confirms the order — immediate full refund.
• Once the restaurant confirms (preparation started), the order can no longer be cancelled.
• If the restaurant cancels (out of stock, closure), you are refunded in full, automatically.

9. Event tickets

Tickets follow the cancellation policy chosen by the organizer (usually Strict). You can cancel a single ticket or the whole booking: in both cases the refund (after any penalty) is actually paid out to your original payment method, gift card share included. A ticket that has already been scanned is not refundable.

10. Gift cards and digital products

• Buying a gift card: you have 48 hours to cancel the purchase if the card has not been used — full refund. After that, or as soon as the card is first used, the purchase is final. Cards are valid for 365 days; upon expiry, any remaining balance is refunded or converted into a replacement card as per our terms.
• Digital files (file banks): instant delivery — no right of withdrawal, as stated before each purchase. If a file is defective or inaccessible, contact support for a case-by-case refund.

11. Refund timelines

Refunds are first attempted to your original payment method; failing that, to your saved payment method; as a last resort our team contacts you for a manual payout. These timelines are indicative and may vary depending on your bank or mobile money operator.

12. Contact

For any questions: [email protected]