Cancellations, refunds and charges

Every booking is paid online when you book. Your time is only secured once the payment goes through. You pay two separate amounts:

• The business's price for the service (after any promotion the business offers). The business receives all of it.
• TreatHour's service charge, added on top: currently 10% of the business's price (after any promotion), not counting any part you pay with a gift voucher. All of it is paid when you book, even if you pay a deposit now and the rest at the venue. It is TreatHour's own fee for the booking and the payment, and it pays the card fees.

You always see the price, the service charge and the total before you pay. We hold your chosen time for 15 minutes while you pay. If you don't pay in time, or you choose another time first, the time is released and nothing is charged. Releasing an unpaid time is never a cancellation.

Deposits

Some businesses ask for a deposit instead of the full price. Then you pay the deposit plus the full service charge now, and the rest of the price (the balance) later, online or at the venue. There is no service charge on the balance.

If nobody records the balance, the booking completes by itself 24 hours after the appointment and the balance counts as paid at the venue. A balance you pay at the venue (cash, transfer or POS) goes straight to the business, not through TreatHour. The business marks it as received in its dashboard.

Each business chooses its own policy. It has three parts:

• Free cancellation until a set time before the appointment: any time before it, or 2 hours, 6 hours, 12 hours, 1 day, 2 days, 3 days before.
• A late-cancellation charge if you cancel after that: a percentage of the price, or a fixed naira amount.
• A no-show charge if you don't turn up: a percentage of the price, or a fixed naira amount.

Most businesses use one of these ready-made policies. Moderate is what a business has until it chooses.

A business can also set its own numbers. A fixed charge can't be more than ₦1,000,000, and no charge can ever be more than what you paid towards the price (by card, transfer or gift voucher).

Your booking keeps the policy you saw when you booked. If the business changes its policy later, your booking isn't affected. If the business changes its price, deposit or policy while you're booking, we show you the new terms before you pay.

Open your booking (My bookings when signed in, or the private link in your text or email; lost it? use Find my booking) and press Cancel. Before you confirm, we show exactly what comes back to you and what is kept. You can cancel online until the appointment's start time. After that, please contact the business.

If the business moved your booking

If the business moves your booking to another time, we tell you straight away. For 24 hours after the change (or until the new time, if that's sooner) you can cancel and get back everything you paid towards the price, even if you're inside the late window.

The business can mark a confirmed booking as a no-show once the appointment's start time has passed. It then keeps its no-show charge (never more than you paid towards the price), and anything above that comes back to you. With Moderate, the no-show charge is the full price, so on a ₦10,000 booking you'd get nothing back. Any unpaid balance is not collected.

If you think a booking was wrongly marked as a no-show, contact the business, then us (see Problems and complaints).

If the business cancels your booking or declines your request, you get back everything you paid towards the price (in the example, ₦10,000). The business isn't charged anything extra. TreatHour's service charge is kept.

Some businesses accept each booking themselves. If a business doesn't accept your paid request in time, it is declined automatically and refunded the same way.

"In time" means by the earlier of:

• 24 hours after the payment, or
• 2 hours before the appointment.

If that would leave less than 30 minutes after the payment, the business has 30 minutes instead (or until the appointment starts, if that's sooner). If the business moves a request to another time, the deadline is counted again from the move. Our system checks every 15 minutes, so it can happen a few minutes after the deadline.

These aren't cancellations, so everything comes back, the service charge included:

• Your payment arrived after the hold ended and the time had been taken (or it was already in the past). If the time is still free, we keep your booking instead.
• Your payment arrived after you had let the time go ("Choose another time", or cancelled before paying).
• You paid twice for the same booking, or paid a balance that was already settled.
• The amount paid didn't match the booking.

Buying a gift voucher costs its value plus TreatHour's service charge, shown separately (a ₦10,000 voucher costs ₦11,000). The recipient gets the full value to spend. Vouchers are valid for 12 months (365 days) from the day the payment goes through.

• A voucher can't be returned or exchanged for cash, and the service charge on it isn't refundable. If something went wrong when you paid (for example you were charged twice), our team is alerted and refunds it by hand; you can also contact us.
• When you pay for a booking with a voucher, the part the voucher covers has no second service charge. Example: a ₦10,000 booking with a ₦5,000 voucher costs ₦5,000 + ₦500 service charge = ₦5,500 by card.
• If a booking paid partly or fully with a voucher is cancelled, the voucher's share of any refund goes back onto the voucher (in the same proportion as it paid), not to your card. In the example above, a late cancellation under Moderate gives back ₦5,000: ₦2,500 to the voucher and ₦2,500 to your card.
• When the business cancels or declines the booking (or doesn't accept it in time), the voucher stays usable for at least 90 days from the refund, so you can still use it: we move its expiry date if needed, and an expired voucher works again. When you cancel, or don't turn up, the value goes back with the voucher's original expiry date: if it has already expired, that value is lost. If our team has cancelled the voucher (for example because it was bought with stolen card details), its share isn't put back on it: our team is alerted and will contact you about it.
• A voucher works like cash: anyone with the code can use it. Keep the code private.

To join a shop's walk-in queue you pay TreatHour's service charge: 10% of the service's price, at least ₦100 (for example ₦800 on a ₦8,000 service; nothing for a free service). You pay the shop for the service itself at the end, online or by hand.

If the shop's final price is higher than the price when you joined (for example, you added a service) and you pay it online, TreatHour's service charge (10%) is added on the difference too, and shown before you pay. If you pay the shop by hand, the shop pays that part to TreatHour instead.

TreatHour's service charge isn't refunded if you leave the queue, are skipped or removed, don't come when you're called, or the queue closes before your turn. It is refunded in full only for payment mistakes: a double payment, a wrong amount, a second place in the same queue, or a payment that arrives after the 15-minute hold when the queue can no longer take you.

What you pay the shop at the end, and any refund of it, is between you and the shop unless you paid it online through TreatHour.

• Refunds are sent as soon as a cancellation or decline is confirmed, through Paystack, back to the card or bank account you paid with.
• A gift voucher's share goes back onto the voucher straight away.
• Your booking page shows the refund: Refund on its way, Refunded or Refund delayed. Banks usually take 3 to 10 working days to show a card or bank refund.
• If Paystack can't send a refund, our team is alerted and sends it again. If it can't go back to the card or account you paid with, we'll contact you for bank details to send it to. If your refund shows as sent more than 10 working days ago and you still can't see it, contact us with your booking reference.
• Every payment and refund has a PDF receipt on your booking page.

If something went wrong with the service itself, please speak to the business first: it provides the service and is responsible for it. If you can't sort it out, or it's about a payment or refund, contact us with your booking reference. We can see the booking and payment records and will help both sides reach a fair outcome.

Nothing on this page takes away your rights under Nigerian consumer law, including the Federal Competition and Consumer Protection Act 2018. If you're not happy with how we handled a complaint, you can contact the Federal Competition and Consumer Protection Commission (FCCPC).

Bookings made before 4 October 2026 keep the rules shown when they were made (a non-refundable booking fee inside the price). Their booking pages and receipts show those rules.

We'll update this document when our service or the law changes. The date at the top shows when it last changed, and earlier versions stay readable below. If a change matters to you, we'll tell you before it applies: we email account holders and show a notice in your account on the website.

• 14 October 2026: First version.