Refund & Cancellation Policy

Last Updated: 15th August 2025

This Refund & Cancellation Policy explains how refunds and cancellations are handled when using Caello ("we", "our", "us") to book services, products, vouchers, and courses from providers listed on our marketplace ("Providers").

1. Our Role

  • Caello is a marketplace platform. We do not directly sell or provide the services listed unless stated otherwise.
  • Refunds and cancellations are primarily governed by each Provider's policy, which is displayed on their listing page.
  • Caello may assist in resolving disputes but does not guarantee a refund unless required by law.

2. Provider Cancellation & Refund Policies

  • Each Provider may set their own rules for cancellations, rescheduling, and refunds.
  • Before booking, you must review the Provider's terms. By completing a booking, you accept those terms.

3. Default Policy (if Provider has none)

If the Provider does not specify a refund/cancellation policy:

  • Cancellations made more than 24 hours before the scheduled appointment: Eligible for a full refund.
  • Cancellations made within 24 hours of the scheduled appointment: No refund.
  • No-shows: No refund.

4. How to Request a Refund

To request a refund, you must:

  • Submit a request via the Caello app or email [email protected] within 48 hours after the scheduled service date.
  • Provide your booking ID and reason for the refund request.
  • If approved, the refund will be processed to your original payment method within 7–14 business days (processing times may vary by bank or payment provider).

5. Non-Refundable Situations

Refunds will not be granted for:

  • Change of mind after booking (unless Provider's policy allows it).
  • Services that have already been rendered.
  • Failure to meet appointment times without prior cancellation.
  • Vouchers, promotions, or discounted packages marked as "non-refundable".

6. Rescheduling

  • If you need to reschedule, contact the Provider directly via the app.
  • Rescheduling is subject to Provider availability and policy.

7. Dispute Resolution

  • If you are unable to resolve the matter directly with the Provider, Caello may review the case and make a decision at our sole discretion.
  • Our decision will be final and binding.

Contact Us

For any refund or cancellation queries, contact us at:

Email: [email protected]

By using our website, you acknowledge that you have read and understood this refund & cancellation policy.