Refund & Cancellation Policy

This Refund & Cancellation Policy outlines the terms under which clients and businesses using the Nottral platform may cancel appointments and request refunds. It applies to all transactions processed through the platform.

All payments are processed securely via Stripe. Refunds are returned to the original payment method used at the time of booking.

Clients may cancel a booked appointment at any time before the scheduled start time. The refund amount depends on when the cancellation is made:

How to Cancel an Appointment

To cancel, navigate to your upcoming appointments in your Nottral dashboard or the confirmation email you received, and click "Cancel Appointment". You will receive an email confirmation with the refund details.

When a business cancels an appointment, the client is entitled to a full refund regardless of timing. Additionally:

• The client receives a 100% refund automatically within 3-5 business days
• The business may receive a service reliability notification from Nottral
• Repeated cancellations by a business may result in reduced platform visibility or account review

Businesses that frequently cancel confirmed appointments without valid reason may have their accounts suspended pending review.

Client No-Show

If a client fails to attend a confirmed appointment without prior cancellation, no refund will be issued. The full appointment fee will be charged to the client and paid to the business.

Business No-Show

If a business fails to be available for a confirmed appointment, the client is entitled to a full refund. To report a business no-show:

1. Navigate to your appointment history in the Nottral dashboard
2. Select the relevant appointment and click "Report Issue"
3. Choose "Business was not available" as the reason
4. Provide any additional details or evidence
5. Submit the report — our team will review within 24 hours

This section applies to businesses that purchase subscription plans on the Nottral platform.

14-Day Withdrawal Right

Under EU consumer protection regulations (Directive 2011/83/EU), business subscribers have the right to cancel their subscription within 14 days of purchase and receive a full refund, provided no significant platform usage has occurred during that period.

How to Request a Subscription Refund

To request a refund, contact our support team at [email protected] or [email protected] with your account details and reason for the refund request. We will process eligible requests within 5 business days.

After the 14-Day Period

After the 14-day withdrawal period, subscription fees are non-refundable. You may cancel your subscription at any time, and access will continue until the end of the current billing period. No partial refunds are issued for unused portions of the billing cycle.

We encourage all users to contact Nottral support before initiating a chargeback with their bank or payment provider. Our team can often resolve issues faster than the formal chargeback process.

If a chargeback is initiated, Nottral will provide transaction evidence to the payment provider. Fraudulent chargebacks may result in account suspension and collection of outstanding amounts.

Refund processing times vary depending on the payment method used:

If you have questions about refunds or cancellations, or if you believe you are entitled to a refund that has not been processed, please reach out through the following channels: