Booking, Cancellation, Refund and Dispute Policy

1. Booking lifecycle

• A submitted request is pending and does not guarantee the appointment.
• A booking becomes confirmed when the provider accepts it and the confirmed time, service, price, and location summary appear in the booking record.
• A provider may decline a request. A buyer may withdraw a pending request before acceptance.
• Material changes to price, scope, time, or location should be documented and accepted by both users before the appointment.
• A booking may be marked completed only after the scheduled service has occurred or the parties otherwise resolve it.

2. Payments

Cove does not currently process, hold, escrow, insure, or guarantee payments. Buyers and providers select and use payment methods directly at their own risk. A payment-status label in Cove is an organizational record, not confirmation by a bank or payment processor.

Providers are responsible for lawful receipts, taxes, deposits, refunds, and chargebacks. Users should not send passwords, one-time codes, full bank credentials, or unnecessary payment information through Cove.

3. Cancellation policies

Providers must publish a clear cancellation policy before accepting bookings. The policy should state applicable deadlines, deposits, cancellation fees, rescheduling rules, and exceptions. Hidden or retroactive terms are not enforceable through Cove.

A provider policy cannot override law, Cove’s Terms, a written agreement made with the buyer, or Cove safety requirements. Cove may decline to support a policy that is deceptive, unconscionable, discriminatory, or inconsistent with the listing.

4. Provider cancellations and no-shows

• Providers should cancel as early as reasonably possible and explain whether they can reschedule.
• A provider who cancels or fails to appear must return payment for unprovided work unless a separate completed portion justifies an agreed amount.
• Repeated provider cancellations, late arrivals, or no-shows may lead to listing restrictions, review, suspension, or removal.

5. Buyer cancellations and no-shows

• Buyers should cancel as early as reasonably possible using the booking controls available in Cove.
• A disclosed deposit or cancellation fee may apply only when it was clearly presented before confirmation and is lawful and proportionate to the provider’s legitimate loss.
• Repeated abusive bookings, intentional no-shows, chargeback abuse, or refusal to pay for completed work may lead to account restrictions.

6. Refunds and service dissatisfaction

Because Cove does not hold user funds, the provider is responsible for issuing refunds they owe. Non-delivery, provider cancellation, material misrepresentation, or unsafe refusal to perform may support a full or partial refund. Mere dissatisfaction does not automatically require a refund when the provider delivered the accurately described service with reasonable care.

Users should first attempt a calm written resolution. Preserve relevant booking details, listing screenshots, payment receipts, and communications. Do not post sensitive payment credentials or private information in a review or public listing.

7. Disputes and Cove’s role

Cove may review platform records, request information, facilitate communication, add account notes, remove content, or restrict an account. Cove is not a court, arbitrator, collection agency, insurer, or payment processor and is not required to determine who legally owes money.

Cove may take platform action based on safety or integrity concerns even when a private payment dispute remains unresolved. Users retain any rights available through their payment provider, small-claims court, law enforcement, or other lawful process.

8. Emergencies and force majeure

Users should act reasonably when severe weather, campus closure, illness, emergency, transportation disruption, unsafe conditions, or events outside a party’s control prevent performance. The parties should prioritize safety and attempt rescheduling or a fair refund of unearned amounts.

9. Policy updates and support

Cove may update this policy as payment and booking features change. The version in effect when a booking is confirmed generally governs that booking unless law or a later safety rule requires otherwise.

Questions, legal notices, privacy requests, and safety reports may be submitted through Cove’s in-app Help & Support form. If you cannot access your account, contact Cove through the Help Center or direct message @joincoveapp. Do not send passwords, one-time codes, payment credentials, government identification numbers, or intimate images through social media.