Last updated 2026-05-28. This page describes CalenQ's role as a platform between hosts and their bookers. The cancellation / refund rules for an individual booking are set by the host themselves and shown on the booking-confirm screen.
The host sets it. CalenQ provides the booking-confirm screen, but the actual rules, full refund within X hours, partial refund, no refund for no-shows, etc., are written by the host on their booking-type settings. Bookers see and acknowledge the host's policy before paying.
If a host hasn't customised a policy on a particular booking type, CalenQ's default applies: cancel anytime before the session starts for a full refund; after the session start time, refunds are at the host's discretion; free bookings can be cancelled anytime at no cost.
If a host cancels a confirmed booking, the booker receives a cancellation email with two options:
Only one option can be exercised. Once a refund is requested, the reschedule link is invalidated, and vice versa. Host-initiated full refunds are non-negotiable across every booking type, this is a platform rule, not a host setting.
Free bookings are not subject to refund processing. Cancelling a free booking simply frees the time slot for other bookers.
CalenQ is a platform, not the merchant of record. Payment disputes are handled by the underlying payment processor (Stripe, Razorpay, or PayPal) under their own dispute and evidence rules. CalenQ will provide booking metadata to either party on request when needed to support a dispute.
If you can't reach the host directly within a reasonable window (typically 72 hours), you can email [email protected] and we will help facilitate communication.
Subscription bookings and package bookings have their own policies set by the host on the booking-type settings (the "Cancellation policy" field for the whole booking type, plus mode-specific fields where applicable). Bookers see the relevant policy in-context on the booking page before subscribing or purchasing a package.
Questions about CalenQ's platform role, dispute handling, or processor timing? Email [email protected].