Cancellation, Refund & Deposit Policy

How deposits, cancellations, rescheduling, no-shows and refunds work for bookings made on Booknara. The exact terms for your booking are shown before you pay and in your confirmation.

Last updated: October 24, 2026

1. Deposits

Every booking on Booknara is secured with a deposit paid online. The deposit is part of the service price (never an extra charge) and is set by the professional as a percentage or a fixed amount, within the limit allowed in their country. You pay the rest of the price at the appointment.

2. Free cancellation

Each booking has a free cancellation period that ends a set time before the appointment (for example 1, 2 or 24 hours), chosen by the professional within their country's rules and shown before you pay.

If you cancel before it ends, your deposit is refunded in full. You can cancel from your booking page or your confirmation email.

3. Cooling-off rights

In Brazil, you can cancel within 7 days of booking, as long as the appointment hasn't started, and your deposit is refunded in full, whatever the professional's policy says. Booknara applies this automatically.

In the European Union, the United Kingdom and South Africa, the legal cooling-off period for online purchases does not apply to services booked for a specific date and time, so the free cancellation period above applies instead. If a court or authority decides otherwise for your booking, you keep the right the law gives you.

Your country's rules are summarised in the Country-specific terms.

4. Rescheduling

You can move your booking once, to another free time with the same professional, before free cancellation ends. Your deposit moves with it.

5. Late cancellations and no-shows

If you cancel after free cancellation has ended, or don't come to the appointment, the professional may keep your deposit, but only if the policy you accepted at booking says so. Otherwise it is refunded. A kept deposit is never more than the deposit shown before you paid.

A no-show can be reported only after a short grace period from the start time. The balance of the price is never charged.

6. When the professional cancels

If the professional cancels, or can't provide the service, your deposit is refunded in full.

7. Disputing a kept deposit

If you think a deposit was kept unfairly, you can dispute it from your booking page within 14 days. Booknara reviews the case, may ask both sides for information, and decides whether to refund it. You'll be told the outcome by email. This doesn't affect any other right you have under your country's law.

8. Refunds

Refunds go back to the card or payment method you used. We send them straight away; your bank usually shows them within 5 to 10 business days.

If you open a chargeback with your bank instead, the deposit is held until the bank decides.