1. Overview
This policy describes the conditions under which customers may cancel a booking or request a refund for services scheduled through the Asteri platform. By completing a booking, you acknowledge that you have read, understood, and agree to this policy.
Important:Asteri provides a technology platform that connects customers with independent service businesses ("Service Providers"). Asteri does not itself perform, supervise, or guarantee any services. All services are rendered solely by the Service Provider you select.
2. Cancellation by Customer
2.1 Before Service Delivery
Customers may cancel a confirmed booking before the service is performed. To cancel, contact the Service Provider directly using the phone number or email shown on your booking confirmation.
2.2 Cancellation Windows
Individual Service Providers set their own cancellation windows (for example, "cancel at least 24 hours before the appointment"). These windows are displayed during the booking process. Cancellation requests received after the stated deadline are considered late cancellations and are subject to fees.
2.3 Late Cancellation & No-Show Fees
- Late cancellation: If you cancel after the Service Provider’s stated deadline, the Service Provider may retain the full deposit as a cancellation fee.
- No-show: If the service team arrives and is unable to perform the service because you are unavailable or fail to provide access, the full deposit will be forfeited.
3. Cancellation by Service Provider
If a Service Provider cancels or is unable to fulfill your appointment, you are entitled to a full refund of any payments or deposits already collected.
4. Refund Eligibility
4.1 Full Refunds
A full refund may be issued when:
- You cancel before the Service Provider’s cancellation deadline
- The Service Provider cancels or fails to perform the scheduled service
- You were charged in error (e.g., duplicate charge, incorrect amount)
4.2 Partial Refunds
A partial refund may be issued at the Service Provider’s discretion when:
- Only a portion of the booked services was completed
- The scope of work was reduced by mutual written agreement after booking
4.3 Non-Refundable Situations
Refunds will not be issued when:
- The service has been fully performed as described in the booking
- You cancel after the Service Provider’s cancellation deadline
- You fail to provide necessary access for the service (no-show)
- Dissatisfaction is based on subjective expectations that differ from the service description
- You have already initiated a chargeback for the same transaction (see Section 11)
- The refund request is made outside the 14-day deadline (Section 5.3)
5. How Refunds Are Processed
5.1 Method
Approved refunds are returned to the original payment method. Refunds cannot be issued to a different payment method, account, or person than the original payer.
5.2 Timing
Processing typically takes 5–10 business days depending on your payment provider. You will receive email confirmation when the refund has been initiated.
5.3 Refund Request Deadline
All refund requests must be submitted within 14 calendar days of the scheduled service date. To request a refund, contact the Service Provider directly or email support@getasteri.com.
6. Deposits
Some Service Providers require a deposit at the time of booking. The deposit amount and conditions are clearly displayed during the booking process. Deposits are applied toward the total cost of the service. Deposits are non-refundable in the case of late cancellation or no-show as described in Section 2.3.
7. Evidence & Documentation
If you are requesting a refund based on unsatisfactory service quality, you may be asked to provide:
- Photographs or video taken within 48 hours of the service completion
- Written description of how the service did not meet the agreed-upon scope
- Any correspondence with the Service Provider regarding the issue
8. Promotional & Discounted Bookings
Any refund will be based on the amount you actually paid, not the original undiscounted price. Promotional credits or discounts applied to a booking are non-refundable and may not be reinstated after cancellation.
9. Gift Certificates & Credits
Gift certificates, account credits, and promotional credits are non-refundable for cash. Gift certificates do not expire. If a booking paid with a gift certificate is cancelled, the refund will be issued as a platform credit.
10. Disputes & Resolution Process
If you are dissatisfied with a service, you must follow this resolution process:
- Contact the Service Provider first. Most issues can be resolved directly.
- Contact Asteri support. If unresolved within 7 business days, email support@getasteri.com with your booking confirmation number.
Asteri’s role in dispute resolution is limited to facilitating communication between you and the Service Provider.
11. Chargebacks & Payment Disputes
We encourage you to follow the dispute resolution process before initiating a chargeback. Filing a chargeback without first contacting us may result in:
- Suspension of your ability to make future bookings
- The Service Provider contesting the chargeback with supporting documentation
- Forfeiture of any pending refund being processed through normal channels
12. Platform Limitation of Liability
Asteri acts solely as a technology platform and payment facilitator. Asteri is not the provider of any services booked through the platform and assumes no liability for the quality, safety, legality, or timeliness of services performed by Service Providers.
13. Subscription Cancellation (Platform Users)
You may cancel your subscription at any time from your dashboard settings. Upon cancellation you will retain access until the end of your current billing period. No prorated refunds are issued for partial billing periods.
14. Changes to This Policy
We reserve the right to update this policy at any time. Material changes will be posted with an updated "Last updated" date.
15. Contact Us
If you have questions about cancellations or refunds, please contact us at:
Email: support@getasteri.com
Address: 4503 Forge Road, Perry Hall, MD 21128