Refund and Cancellation Policy

1. Policy shown before confirmation

Before confirming a booking or cancellation, Walifi should show the price, currency, applicable cancellation rule, refundable amount, fee treatment, refund destination, and estimated processing time. The calculation shown by Walifi for that booking forms part of this policy, subject to mandatory consumer rights and correction of obvious technical errors.

2. Customer cancellation

• Cancellation at least [FREE CANCELLATION WINDOW] before the scheduled start: [FULL REFUND / TERMS].
• Cancellation between [LATE WINDOW START] and the scheduled start: [PERCENTAGE OR FIXED FEE].
• Cancellation after the service has started: normally no automatic refund, but the customer may open a dispute where the service was not provided or was materially different from the agreement.
• Any non-refundable platform or payment-processing fee must be clearly disclosed before booking and permitted by applicable law.

3. Provider cancellation

If a provider cancels before completing the service, the customer should receive a full refund of the unprovided service and any customer-facing platform fee, unless the customer accepts a replacement arrangement. Walifi may apply provider-account consequences for repeated or avoidable cancellations after considering emergencies and evidence.

4. No-shows and inability to perform

• A customer no-show may be treated as a late cancellation after the provider waits for [WAITING PERIOD] and documents reasonable attempts to make contact.
• A provider no-show normally entitles the customer to a full refund for the affected service.
• If unsafe conditions, inaccurate pet information, denied access, or an emergency prevents performance, Walifi will review responsibility and evidence before deciding the outcome.

5. Service concerns and disputes

Raise a concern through the booking or support flow as soon as reasonably possible and no later than [DISPUTE WINDOW] after completion. Explain the issue and provide relevant, proportionate evidence. Do not include unnecessary sensitive data.

While a dispute is reviewed, Walifi may hold a provider payout or payment authorization. Possible outcomes include no adjustment, a partial refund, full refund, payment release, account action, or another remedy required by law. Walifi will consider the booking terms, communications, evidence, safety, service completion, and mandatory consumer rights.

6. Refund method and timing

Approved refunds are returned to the original payment method or another destination expressly shown in the product. Walifi initiates the refund promptly, but banks and payment providers control when funds become visible. The expected range is [PROCESSING TIME, FOR EXAMPLE 5–10 BUSINESS DAYS]. Wallet credits, if offered, must not replace a legally required monetary refund without the customer's agreement.

7. Mandatory rights and exceptional events

Nothing in this policy limits rights that cannot lawfully be limited. Swedish and EU consumer rules may provide additional remedies. Walifi may make fair adjustments for serious illness, emergencies, severe weather, transport disruption, animal-welfare concerns, or other exceptional events based on available evidence.

8. Contact

Use the booking dispute flow where available or contact support@walifi.app. Include the booking ID and a concise description, but never send full card details, passwords, or one-time codes.