Cancellation & Refund Policy

1 Customer Cancellation

Customers may cancel an eligible booking through the available Trimlyhub booking interface or by contacting support where appropriate.

Unless a different cancellation condition is shown for a particular booking, the following general framework may apply:

2 Refund Eligibility

A refund may be available when a booking is cancelled within the applicable eligible period, when a provider cancels a confirmed appointment, when a payment is successfully charged but the booking cannot be created, or in other circumstances approved by Trimlyhub or required by applicable law.

The amount refunded may depend on the amount actually paid, applicable cancellation conditions, discounts, promotional credits, payment processing circumstances, and any amount that is legally or contractually non-refundable.

3 Barber or Salon Cancellation

A barber or salon should honour confirmed appointments and provide the booked service at the agreed time.

If a provider cancels a confirmed appointment and the service cannot reasonably be provided, the customer may generally be eligible for a refund of the affected booking amount.

Repeated or unreasonable provider cancellations may result in platform action, which may include warnings, reduced visibility, temporary restrictions, suspension, or termination of the provider account.

4 Customer Late Arrival

Customers are expected to arrive at the selected barber shop or salon at or before the scheduled appointment time.

If a customer arrives late, the provider may be unable to provide the full service because of subsequent appointments or operating requirements.

A late arrival may therefore be treated as a customer-side cancellation or no-show where the service can no longer reasonably be provided. Refund eligibility will depend on the circumstances and applicable booking conditions.

5 No-Show Bookings

A no-show occurs when a customer does not attend the appointment and does not cancel within the applicable cancellation period.

Unless applicable law or a booking-specific condition requires otherwise, no-show bookings will generally not be eligible for a refund.

6 Service Not Provided

If a customer arrives for a confirmed booking but the barber or salon is unable to provide the booked service, the customer should contact Trimlyhub support as soon as possible.

After reviewing the circumstances, Trimlyhub may approve a full or partial refund where appropriate.

Customers should provide the booking ID and relevant details when contacting support.

7 Completed Services & Dissatisfaction

Once a booked service has been completed, payment will generally be considered earned by the service provider and will not automatically qualify for a refund simply because the customer is dissatisfied with the result.

This does not prevent Trimlyhub from reviewing legitimate complaints involving situations such as a service not being provided as booked, material misrepresentation, serious service-related issues, or other circumstances where a refund or other remedy may be appropriate or required.

Customers should first raise concerns with Trimlyhub support and provide sufficient information for the issue to be reviewed.

8 Payment Issues

If an online payment is attempted but the booking is not successfully created, the transaction may be reviewed based on the payment status returned by the payment provider.

A payment showing as pending, failed, reversed, or successful may require different handling.

9 Duplicate Payments

If a customer is charged more than once for the same booking due to a technical or payment-processing issue, the duplicate transaction may be reviewed.

Where a duplicate charge is confirmed and there is no corresponding valid transaction, the eligible duplicate amount may be refunded through the applicable payment method.

10 Technical Problems

If a technical problem on Trimlyhub prevents a customer from completing or using a booking, customers should contact support as soon as possible.

Depending on the circumstances, Trimlyhub may investigate the issue and provide an appropriate remedy, which may include a refund, booking adjustment, or other suitable resolution.

11 Promotional Offers & Discounts

Promotional offers, coupons, discounts, credits, referral benefits, and special campaigns may have their own eligibility, cancellation, expiry, and refund conditions.

Unless otherwise stated, promotional value may not be refundable or convertible into cash.

If a booking is cancelled or refunded, the treatment of promotional discounts or credits may depend on the terms of the specific promotion.

12 Unauthorized or Fraudulent Transactions

If you believe a transaction was made without your authorization, contact Trimlyhub and, where appropriate, your payment provider or bank immediately.

We may investigate suspicious transactions and may request reasonable information needed to verify the transaction and protect users against fraud.

13 Refund Processing

Once a refund is approved, Trimlyhub may initiate the refund through the applicable payment method or payment provider.

The time taken for the refunded amount to appear in the customer's bank account, card, UPI account, wallet, or other payment method may depend on the payment provider and financial institution.

Trimlyhub does not control processing times imposed by banks, card networks, UPI providers, payment gateways, or other financial institutions.

14 How to Request a Refund

If you believe you are eligible for a refund, contact Trimlyhub support with enough information for us to identify and review the booking.

Please include, where applicable:

• Your full name.
• Registered email address.
• Booking ID.
• Appointment date and time.
• Barber or salon name.
• Description of the issue.
• Relevant payment or transaction information that is safe to share.

15 Refund Review & Investigation

Some refund requests may require additional review before a decision is made.

Depending on the circumstances, Trimlyhub may review booking records, cancellation timing, payment status, provider information, customer communications, platform records, or other relevant information.

We may contact the customer or service provider for clarification where reasonably necessary.

Refund decisions are made based on the applicable booking conditions, available information, platform policies, and applicable law.

16 Provider Commission & Refunds

Trimlyhub may earn a commission or platform fee from eligible transactions involving service providers.

If a customer refund is approved, the corresponding provider-side commission or platform amount may be adjusted, reversed, withheld, or otherwise accounted for in accordance with the applicable provider agreement and transaction terms.

This does not change the customer's refund rights where a refund is otherwise approved or required.

17 Chargebacks & Payment Disputes

Customers are encouraged to contact Trimlyhub first when they have a legitimate issue with a booking or payment so that we can attempt to resolve the matter.

Customers retain any rights available to them through their bank, card issuer, payment provider, or applicable law.

Where a chargeback or payment dispute is initiated, Trimlyhub may provide relevant transaction and booking records to the applicable payment provider, bank, card network, or other authorized party.

18 Exceptional Events

Certain circumstances outside the reasonable control of Trimlyhub, a barber, salon, or customer may affect an appointment.

Such circumstances may include severe weather, natural disasters, government restrictions, public emergencies, infrastructure failures, transportation disruptions, major technical outages, or other exceptional events.

In such situations, Trimlyhub may work with the affected parties to reschedule, cancel, or otherwise resolve the booking in a reasonable manner.

19 Changes to This Policy

Trimlyhub may update this Cancellation & Refund Policy from time to time to reflect changes in our services, payment systems, business practices, legal requirements, or other circumstances.

The latest version will be made available through the Trimlyhub website or application, together with the applicable "Last Updated" date.

Any changes will apply subject to applicable law and the terms that govern bookings already made.

20 Contact Trimlyhub

If you have a question about a cancellation, refund, payment, appointment, or this Policy, please contact our support team.