OXLY

Booking, Cancellation & Refund Policy

Booking creation, cancellation windows, no-shows, refunds, and rescheduling.

Effective Date: 1 July 2026

Last Updated: 1 July 2026

This Booking, Cancellation & Refund Policy (the “Policy”) forms part of the contractual framework governing the use of the OXLY platform (the “Platform”) operated by IN SPOT SLU, a company organized under the laws of the Principality of Andorra, with registered office at Carretera d’Engolasters 27A 2-1, Andorra, tax / registration number L-919089-T (“OXLY,” “Company,” “we,” “us,” or “our”).

This Policy applies to Bookings made through the Platform between Customers and Providers, including where applicable rescheduling, cancellation, refund requests, complaints, no-show situations, and service-quality disputes.

This Policy supplements the Terms of Platform Use, the Payments & Payout Terms, the Provider Terms, and any service-specific, provider-specific, or country-specific terms shown on the Platform. If there is a conflict between this Policy and a more specific booking rule clearly shown to the User at the time of Booking, the more specific rule will control for that Booking to the extent permitted by law.

By requesting, accepting, confirming, managing, canceling, rescheduling, paying for, or disputing a Booking through the Platform, you agree to this Policy.

1. Scope of This Policy

This Policy governs, where applicable:

  • how a Booking is created;
  • when a Booking becomes confirmed;
  • how a Booking may be rescheduled;
  • when and how a Customer may cancel;
  • when and how a Provider may cancel;
  • no-show scenarios;
  • service-not-as-described complaints;
  • partial completion and partial refund handling;
  • the role of the Platform in complaint and refund review;
  • refund routing and payment-related outcomes where payment functionality is enabled.

This Policy does not govern:

  • subscriptions purchased directly from OXLY;
  • promotional services purchased directly from OXLY;
  • external transactions that take place entirely outside the Platform;
  • disputes unrelated to a Booking made through the Platform.

Subscriptions and promotional purchases are governed by the applicable Platform and payment terms.

2. Definitions

For the purposes of this Policy:

“Booking” means any request, reservation, appointment, scheduled service, confirmation, or similar service-related arrangement initiated through the Platform.

“Confirmed Booking” means a Booking that has become confirmed under the applicable booking flow, provider settings, or Platform rules.

“Scheduled Start Time” means the date and time at which the booked service is intended to begin.

“Reschedule” means a mutually agreed change to the date, time, or other key scheduling parameter of an existing Booking.

“No-Show” means a situation in which one party fails to appear, fails to make themselves reasonably available, or fails to materially attend the Booking at the agreed time and place, subject to the rules of this Policy and any specific in-app terms for that Booking.

“Service Not as Described” means a material discrepancy between the booked service as presented through the Platform and the service actually delivered, including substantial non-performance, materially misleading listing information, or a materially deficient outcome as assessed under this Policy.

“Refund” means a return of some or all amounts paid through the Platform, where applicable.

3. How a Booking Is Created

A Booking is created when a Customer uses the Platform to request, schedule, or place a reservation for a Provider’s service through the booking tools made available on the Platform.

Depending on the Provider’s settings and the Platform functionality available at the time, a Booking may be created through:

  • instant booking;
  • auto-confirmation;
  • provider review and express acceptance;
  • another flow clearly shown in the product interface.

A Booking request alone does not necessarily mean that the Provider has accepted the Booking or that the service is guaranteed.

4. When a Booking Is Confirmed

A Booking becomes a Confirmed Booking according to the Provider’s configured booking rules and the booking flow shown to the Customer at the time of reservation.

A Booking may become confirmed through:

  • immediate confirmation at the moment of booking;
  • automatic confirmation under pre-configured Provider settings;
  • express manual acceptance by the Provider;
  • another confirmation logic made visible through the Platform.

Once a Booking is confirmed, both the Customer and the Provider are expected to act in good faith and comply with the applicable terms for that Booking.

Unless expressly stated otherwise, the underlying contract for the booked service is between the Customer and the Provider, not between either User and OXLY.

5. Provider-Specific Booking Rules

The Platform may allow a Provider to configure certain booking settings, including confirmation logic, availability, rescheduling options, cancellation rules, preparation requirements, or category-specific service conditions.

If a Provider-specific booking rule is:

  • clearly shown in the Platform before or at the time of Booking, and
  • not inconsistent with mandatory law or non-waivable Platform rules,

that Provider-specific rule may apply to the relevant Booking.

If no more specific rule is clearly shown, this Policy applies as the default framework.

6. Customer Cancellation

A Customer may cancel a Booking through the Platform where cancellation functionality is available.

6.1 Before Confirmation

If a Booking is canceled before it becomes a Confirmed Booking, the Booking is treated as not completed. If any payment or pre-authorization has been collected through the Platform, the Company may cancel, reverse, release, or refund it in accordance with the applicable payment flow.

6.2 After Confirmation

If a Customer cancels after a Booking has become confirmed, the cancellation outcome depends on:

  • the specific cancellation terms shown at the time of Booking;
  • the timing of cancellation relative to the Scheduled Start Time;
  • whether payment functionality is enabled;
  • whether the Provider has already materially prepared for or begun the service;
  • the nature of the service category;
  • any applicable law.

Unless a more specific cancellation rule is shown in-app for the relevant Booking, OXLY may review confirmed-cancellation outcomes on a reasonable case-by-case basis, taking into account fairness to both Customer and Provider, the timing of cancellation, evidence of preparation or reliance, and the nature of the booking.

A confirmed Booking canceled by the Customer does not automatically entitle the Customer to a full refund unless the applicable booking terms or mandatory law provide otherwise.

7. Provider Cancellation

A Provider must not cancel a Confirmed Booking without a valid operational, legal, safety, or availability reason.

If a Provider cancels a Confirmed Booking:

  • the Customer may be entitled to a full refund of any Booking Payment collected through the Platform for that Booking;
  • the Provider may lose access to certain features, ranking benefits, or badge status;
  • the cancellation may be taken into account in moderation, trust, safety, or enforcement decisions;
  • repeated cancellations may result in warnings, restrictions, delisting, suspension, or termination.

The Company may, but is not obligated to, assist the Customer in locating another Provider or alternative booking opportunity.

8. Rescheduling

A Booking may be rescheduled where the Platform supports rescheduling and where the parties agree to the change.

A Reschedule may involve changes to:

  • date;
  • time;
  • duration;
  • location;
  • other operational details of the Booking.

Unless otherwise stated:

  • a proposed Reschedule is not effective unless accepted through the Platform or otherwise clearly agreed by the relevant parties;
  • a Reschedule does not automatically cancel the original Booking;
  • a failed Reschedule request does not itself create a right to refund;
  • where no agreement on Reschedule is reached, the original Booking terms remain in effect unless the Booking is separately canceled.

If a Booking is successfully rescheduled, any cancellation deadlines or refund consequences may be recalculated based on the rescheduled service date, unless the Platform clearly states otherwise.

9. No-Show Rules

9.1 General Principle

A no-show situation may arise where one party fails to appear or fails to make themselves reasonably available at the agreed place and time for the Booking.

9.2 Customer No-Show

Unless a more specific no-show rule is clearly disclosed in the relevant Booking flow, a Customer no-show does not automatically create a fixed no-show fee under this Policy.

However, if a Customer fails to appear or fails to make themselves reasonably available for a Confirmed Booking:

  • the Provider may report the Booking as a no-show;
  • the Company may request evidence;
  • any refund request may be denied in whole or in part depending on the circumstances, including timing, communications, preparation, travel, and category-specific factors;
  • repeated no-shows may affect the Customer’s account status or feature access.

9.3 Provider No-Show

If a Provider fails to appear, fails to make themselves reasonably available, or otherwise fails to materially attend the Booking without a valid reason, the Customer may report a Provider no-show.

Where the Company determines that a Provider no-show occurred and a Booking Payment was collected through the Platform, the Customer will generally be eligible for a full refund of the amount paid for that Booking, unless a different outcome is required by law or a more specific in-app rule.

9.4 No-Show Evidence

The Company may require screenshots, messages, time-stamped photos, call attempts, location evidence, or other reasonably available materials to assess a no-show claim.

10. Service Not as Described

A Customer may submit a complaint that the service was not as described if the Customer reasonably believes that the service materially differed from the Provider’s listing, Booking terms, or material representations shown on the Platform.

This may include, for example:

  • the service was materially different from what was booked;
  • the Provider lacked a material qualification or feature expressly claimed in the listing;
  • the service was started but materially not delivered as agreed;
  • the service delivered was substantially incomplete, defective, or unusable for its intended purpose based on the listing description;
  • the Provider substituted a materially different service without agreement.

Minor dissatisfaction, subjective preference, or ordinary variation in style, quality, or outcome does not automatically constitute service not as described.

The Company may assess such complaints in its reasonable discretion based on the available evidence, the listing, messages, booking details, category norms, and fairness to both parties.

11. Partial Completion and Partial Refunds

If a service is:

  • only partially performed;
  • materially shortened;
  • delivered in a way that substantially departs from the booked scope;
  • interrupted after start;
  • completed only in part for reasons attributable to one party,

the Company may determine, where payment functionality is enabled and the matter is properly raised, that a partial refund is appropriate.

A partial refund may be considered based on:

  • the proportion of the service actually completed;
  • the extent of the deviation from the booked scope;
  • whether the Customer received meaningful value;
  • whether the issue was caused by the Customer, the Provider, external circumstances, or both;
  • any relevant evidence, communications, or category-specific factors.

The Company is not required to apply a fixed mathematical formula and may assess partial refunds on a reasonable case-by-case basis unless a more specific policy applies.

12. Customer Complaints and Claim Window

A Customer who wishes to raise a booking-related complaint, refund request, no-show claim, or service-quality issue should do so through the Platform or the support channels indicated by OXLY as soon as reasonably possible.

Unless a more specific rule is displayed in-app for a particular category or booking flow, Customers should submit complaints:

  • for Provider no-show: within 24 hours of the Scheduled Start Time;
  • for service not as described, partial completion, or similar quality-related issues: within 24 hours after the service is completed or should reasonably have been completed;
  • for hidden or later-discovered issues: as soon as reasonably practicable after discovery.

Late complaints may be reviewed at the Company’s discretion, but delayed reporting may reduce the availability of evidence and may affect refund eligibility.

13. Evidence and Cooperation

To review a complaint or refund request, the Company may request evidence from either party, including:

  • booking details;
  • in-app messages;
  • screenshots;
  • photos or videos;
  • time records;
  • invoices or receipts;
  • proof of attendance or attempted attendance;
  • service deliverables;
  • explanations from the Customer and Provider;
  • any other reasonably relevant materials.

Both Customer and Provider are expected to cooperate in good faith and provide timely and accurate information.

Failure to cooperate may affect the outcome of the review.

14. OXLY’s Role in Booking Disputes

OXLY is a technology intermediary and is not the provider of the underlying third-party service booked through the Platform.

When reviewing cancellations, no-shows, refund requests, or service-quality complaints, the Company acts as a platform operator and may, where applicable:

  • collect information from the parties;
  • review booking data and communications;
  • assess whether a refund, partial refund, no refund, booking closure, or another operational outcome is appropriate under this Policy and the applicable payment flow;
  • impose account, listing, payout, or trust-related consequences under the Platform rules.

The Company does not guarantee that it will resolve every dispute to either party’s satisfaction, and nothing in this Policy makes the Company the service provider or a guarantor of performance.

15. Refund Outcomes

Where a refund is approved, the outcome may include one or more of the following:

  • full refund;
  • partial refund;
  • cancellation without refund;
  • release or cancellation of a payment authorization or hold;
  • platform credit, goodwill credit, or another compensatory measure where permitted;
  • no refund.

Refund outcomes may depend on:

  • the booking status;
  • the timing of cancellation or complaint;
  • the evidence provided;
  • the service category;
  • whether any part of the service was provided;
  • whether a Provider or Customer was responsible for the issue;
  • whether payment functionality was enabled through the Platform;
  • applicable law.

16. Refund Method and Timing

Where a refund is approved and technically possible, refunds will generally be returned to the original Payment Method used for the Booking.

However, the Company or the relevant Payment Provider may, where permitted, issue the refund:

  • to another payment instrument;
  • as platform credit;
  • by reversing an authorization rather than issuing a settled refund;
  • by another method reasonably available in the relevant jurisdiction or payment flow.

Refund timing may depend on:

  • banking systems;
  • card networks;
  • Payment Providers;
  • weekends or public holidays;
  • fraud or compliance review;
  • technical processing constraints.

The Company does not guarantee that a refund will appear within a specific number of days unless required by law.

17. Cases Where Refunds May Be Denied or Limited

A refund may be denied in whole or in part where, in the Company’s reasonable assessment:

  • the Booking was canceled outside the applicable cancellation terms;
  • the Customer did not attend and no refund entitlement exists;
  • the complaint is unsupported, abusive, fraudulent, or materially inconsistent with the evidence;
  • the service was substantially delivered as booked;
  • the issue is minor, subjective, or not material;
  • the Customer caused or materially contributed to the failure, interruption, or poor outcome;
  • the Customer or Provider failed to cooperate in the review;
  • the complaint was raised too late without good reason;
  • the relevant payment was not processed through the Platform and the Company has no control over the funds.

18. Fraud, Abuse, and Policy Manipulation

Users must not misuse this Policy to obtain improper refunds, avoid valid charges, retaliate against the other party, or manipulate booking outcomes.

Prohibited conduct includes, without limitation:

  • false no-show reports;
  • fabricated evidence;
  • abusive refund requests;
  • repeated bad-faith cancellations;
  • chargeback abuse;
  • coordinated manipulation of complaint processes;
  • threats, coercion, or blackmail connected to refund outcomes.

The Company may take enforcement action in response to such conduct, including content removal, feature restrictions, payout holds, suspension, or termination.

19. Force Majeure and Exceptional Circumstances

A Booking may be affected by events outside either party’s reasonable control, including severe weather, transport disruption, technical outages, public emergency, governmental restrictions, safety events, or other exceptional circumstances.

Where such circumstances materially affect performance, cancellation, or attendance, the Company may consider them in reviewing:

  • cancellation responsibility;
  • no-show claims;
  • refund eligibility;
  • partial refund outcomes;
  • account consequences.

The Company may request reasonable evidence of the exceptional circumstance.

Nothing in this section guarantees a refund in every case of external disruption.

20. Payments Not Processed Through the Platform

If a Booking-related payment was not processed through the Platform, OXLY may still review certain conduct, trust, listing, or enforcement issues, but OXLY is generally not responsible for issuing, routing, collecting, or enforcing refunds for off-platform payments.

Users remain responsible for the consequences of payments made outside the Platform unless the Company expressly states otherwise.

21. Interaction with Payments & Payout Terms

Where payment functionality is enabled, all refund, hold, reversal, reserve, payout-delay, and payment-protection measures remain subject to the Payments & Payout Terms and any applicable third-party Payment Provider rules.

In the event of a complaint, dispute, refund request, no-show claim, prohibited service issue, fraud concern, or policy violation, the Company may take protective payment action to the extent permitted by law and the applicable payment framework, including:

  • delaying payout;
  • withholding payout;
  • placing a reserve;
  • offsetting amounts;
  • reversing a provisional settlement;
  • issuing a refund to the Customer.

22. Changes to This Policy

The Company may update this Policy from time to time.

If material changes are made, the Company may provide notice by posting the updated version on the Platform, updating the Effective Date or Last Updated date, sending an email, publishing an in-app notice, or using another reasonable communication method.

Continued use of the Platform after the effective date of the updated Policy constitutes acceptance of the revised version.

23. Governing Law and Jurisdiction

This Policy is governed by and shall be interpreted in accordance with the laws of the Principality of Andorra, without regard to conflict-of-law principles.

Any dispute arising out of or in connection with this Policy shall be submitted to the competent courts of Andorra, unless mandatory consumer protection law requires otherwise.

24. Contact

IN SPOT SLU

Carretera d’Engolasters 27A 2-1, Andorra

Tax / Registration No.: L-919089-T

Legal contact: a.samoylov@inspot.ad

Support contact: help@oxly.eu

OXLY is operated by IN SPOT SLU, Escaldes-Engordany, Andorra.

Booking, Cancellation & Refund Policy | OXLY