1. Scope
This Policy explains when a booking can be cancelled, what fees apply, and how refunds work. All times are Montreal time. Fees are based on the service price and exclude tips. This Policy is part of our Terms of Service and does not limit your rights under the Consumer Protection Act (Quebec).
2. How charges work
LuxWash is the merchant of record. Your card is authorized when you book and charged only after the service is performed (manual capture). Before the service, your card is not actually charged, so a free cancellation simply releases the authorization.
3. Cancelling an on-demand booking
| When you cancel | Fee | Result |
|---|---|---|
| Within 3 minutes of booking (grace) | $0 | Authorization released, no charge |
| After 3 minutes, before a Service Provider accepts | $0 | No charge |
| After a Service Provider has accepted | 50% of the service price + $7 | The 50% + $7 is captured; the remaining 50% is released |
Once a Service Provider has accepted and is holding the time for you, cancelling captures 50% of the service price plus $7. The remaining 50% of the service price is released or refunded to you. The platform Service fee is not refundable on a late cancellation. Any account credits used are refunded 100%. The retained 50% compensates the Service Provider for the time they reserved for your booking. Fees are based on the service price and exclude tips.
4. Cancelling a scheduled booking
| When you cancel (before the scheduled start) | Fee | Result |
|---|---|---|
| Within 3 minutes of booking (grace) | $0 | Authorization released |
| More than 24 hours before start | $0 | No charge |
| 24 hours or less before start | 50% of the service price | 50% captured, the rest released |
5. Always free
No fee applies, and you receive a full refund of anything captured, when: a Service Provider is at fault (verified late, no-show, or unprofessional); no Service Provider is assigned; a Service Provider declines; or the booking expires. Service Provider fault is determined from booking records, not from a claim alone.
6. When a booking cannot be cancelled
Once the service is in progress or completed, it cannot be cancelled. There is no mid-service pro-rate at this time.
7. Unsafe or unsuitable location
You are responsible for providing a safe, suitable, and lawful service location. These requirements are disclosed to you before you confirm a booking.
If, on arrival, the location cannot be made safe or suitable and the service cannot be safely performed, the Service Provider may cancel after documenting the condition (a photo or booking record; the assessment is based on objective evidence, not the Service Provider's unilateral discretion). In that case the booking is treated as a late cancellation, and a single on-arrival trip fee of $7 applies — a reasonable pre-estimate of the Service Provider's wasted trip (travel and reserved time) — which is remitted to the Service Provider. The remainder of the authorized amount is released or refunded.
This is a single charge. You are not charged the full service price on top of the trip fee, and the Service Provider is not paid the full reserved price; the on-arrival trip fee is the only amount charged. Account credits, if any were used, are refunded 100%.
8. Service Provider no-show
If the Service Provider does not show up, you receive a full refund. The Service Provider is subject to penalties under their agreement.
9. Refund mechanics
Where an amount was already captured (for example, after the service, or in an account-credit case), we issue a refund to your original payment method, less any applicable fee. Account credits are always refunded 100% on any cancellation, free or late; a fee only ever reduces a card charge. Refunds are processed promptly; if a refund cannot be completed automatically, we record it for manual reconciliation so nothing is lost.
10. Satisfaction and quality claims
If you are not satisfied, depending on the circumstances we may offer a re-do, a partial refund, or a money-back resolution through our dispute process (see the Terms of Service). File a report in the app or by email; we respond within 2 business days.
11. Chargebacks
Card chargebacks are handled through our payment provider's dispute process and our in-app dispute flow.
12. Contact
Questions: support@luxwash.co.
13. Language
Drawn up in French and English; the French version prevails where Quebec law requires.