Cancelling a booking and getting a refund
Each business sets its own cancellation policy. Here's how cancelling works, what comes back to you, and when.
Updated 14 October 2026
Every business on TreatHour sets its own cancellation policy. You see it before you book, and again, with the exact amounts, before you confirm a cancellation.
How to cancel
- Open your booking: My bookings if you're signed in, or the link in your text or email. Lost it? Use Find my booking.
- Press Cancel booking (Cancel in My bookings). You'll see exactly what comes back to you and what's kept.
- Confirm. Any refund is sent straight away.
What comes back to you
A policy has a free cancellation time (for example "until 24 hours before"), a late cancellation charge and a no-show charge. The TreatHour service charge is never refunded on a cancellation.
Example: a ₦20,000 booking (you paid ₦22,000) with the common Moderate policy:
- Cancel more than 24 hours before: you get back ₦20,000, the whole price.
- Cancel within 24 hours: the business keeps its late charge (50%, ₦10,000) and you get back ₦10,000.
- Don't turn up: the no-show charge is 100%, so nothing comes back.
- The business cancels or declines (or doesn't accept in time): you get back ₦20,000, everything you paid towards the price.
Charges can never be more than you've paid towards the price. If you paid with a gift voucher, the voucher's share goes back to the voucher.
If the business moves your booking
You're told 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 inside the late window.
When the money arrives
Refunds go back to the card or account you paid with, through Paystack. Your booking page shows the refund and its progress. Card and bank refunds usually take 3 to 10 working days to show, depending on your bank.
- Why wasn't the service charge refunded?
- The TreatHour service charge pays for the booking itself and the card fees, so it's kept on every cancellation, decline or no-show. It's refunded only for payment mistakes (a double payment, a wrong amount, or a payment that arrived after the time was taken).
- My refund is taking a long time.
- Check your booking page first: it shows when the refund was sent. If it says it was sent more than a week ago and you still can't see it, contact us with your booking reference.
- I chose "Choose another time" before paying. Was I charged?
- No. Releasing a time you haven't paid for is never a cancellation. If your payment arrived at that same moment, we keep your booking and tell you.
Every rule, with more examples, is in Cancellations, refunds and charges.