Refund Policy

Refund & Cancellation Policy

Last updated: 7 December 2025

This Refund & Cancellation Policy explains how cancellations, changes and refunds work when you make a booking through the Servizo platform.

This Policy forms part of the Servizo Ltd Terms & Conditions and should be read together with those Terms and our Privacy Policy. It does not affect your statutory rights under UK consumer law.

1. Who we are

Servizo Ltd (“Servizo”, “we”, “us”) operates a digital marketplace that connects customers (“Customers”) with independent self-employed chefs, drivers and other service providers (“Providers”). When you make a booking, you enter into a contract for services with the relevant Provider; Servizo provides the platform, booking and payment infrastructure.

We handle payments and refunds on behalf of Providers via the Platform.

2. Booking confirmation & payment

  • A booking is considered confirmed when:

    • The Provider has accepted the booking/slot, and

    • Payment has been successfully authorised or taken via the Platform.

  • You will receive confirmation by email, in-app and/or SMS.

  • In some cases, we may place a pre-authorisation on your payment method which is captured once the booking is confirmed.

3. Customer cancellations

You can request a cancellation via the app, website or by contacting support using the details on our Contact or Help & Support pages.

3.1 Before provider acceptance / slot confirmation

  • If you cancel before the Provider has accepted the booking or before a slot is confirmed:

    • You will not be charged for the service; and

    • Any pre-authorisation will be released or any amount taken will be refunded in full.

3.2 After confirmation – more than 12 hours before start time

  • If you cancel after the booking has been confirmed but more than 12 hours before the scheduled start time:

    • We will refund 80% of the service fee; and

    • 20% of the booking value will be retained as a cancellation fee to cover admin costs and the Provider’s lost opportunity;

    • Any clearly identified non-refundable charges (for example, special ingredients, permits, third-party costs agreed in advance) may also be retained if they cannot be recovered.

3.3 Late cancellations – within 12 hours of start time

  • If you cancel within 12 hours of the scheduled start time, or after the Provider has already started travelling to the job:

    • The booking is normally non-refundable.

    • In exceptional cases (for example serious illness or emergency), we may ask the Provider to consider a partial refund or re-scheduling at their discretion, but this cannot be guaranteed.

3.4 No-shows

  • If the Provider arrives at the agreed location and you:

    • are not present,

    • do not provide access, or

    • are unreachable for 30 minutes after the start time,

    then the booking may be treated as a no-show and no refund will be due.

4. Provider cancellations / changes by Servizo

4.1 Provider cancellations

If a Provider cancels a confirmed booking:

  • We will notify you as soon as possible; and

  • You may choose either:

    • A full refund of the amount you paid for that booking; or

    • To rebook with another suitable Provider (where available).

No cancellation fee is charged to you when the Provider cancels.

4.2 Cancellations or changes by Servizo

We may cancel or amend a booking in rare cases, for example:

  • If there is a clear pricing or availability error,

  • If we reasonably believe the booking is fraudulent or abusive, or

  • If continuing the booking would breach our Terms & Conditions.

In these cases, we will:

  • Offer a full refund (where you have already paid); or

  • Offer an alternative solution that you can accept or decline.

5. Service issues, complaints & partial refunds

If you believe the service delivered by a Provider:

  • was not delivered at all,

  • was seriously below the standard described, or

  • was unsafe or negligent,

you must contact us within 24 hours of the scheduled completion time via the Platform or support email, with clear details and evidence (photos, messages, receipts, etc.).

We will:

  1. Review the complaint with you and the Provider, and

  2. Decide whether a partial refund, full refund, or no refund is appropriate based on:

    • The extent to which the service was delivered,

    • The evidence provided by both sides,

    • Any requirements in our Terms & Conditions and applicable law.

Where UK law gives you a clear right to a refund or repeat performance because the service was not carried out with reasonable care and skill, we will work with the Provider to honour those rights.

6. Non-refundable items and fees

Unless we are required by law to do so, the following are normally non-refundable once confirmed:

  • Special purchases already made by the Provider just for your booking (for example bespoke ingredients, materials, permits) where those costs cannot be recovered.

  • Tips and voluntary gratuities.

  • Any third-party transaction fees that cannot be recovered from the payment provider.

  • Cancellation fees charged under this Policy (including the 20% fee for bookings cancelled more than 12 hours before the start time).

Details of any non-refundable items should be clearly communicated in the service description or at the time of booking.

7. How refunds are processed

  • Method – Refunds are normally made back to the same payment method you used for the original transaction (card, wallet, etc.).

  • Timing – Once a refund is approved and processed by Servizo, we aim to initiate it within 3–7 working days. Your bank or payment provider may take additional time to show the refund in your account.

  • Currency & amounts – Refunds are issued in the same currency used for the booking. Any difference caused by exchange rates or your card provider’s fees is outside our control.

If you have not received a refund after the expected timeframe, please contact both your bank/payment provider and our support team.

8. Changes to bookings

Where permitted by the Provider and the Platform:

  • You may request a change of date/time instead of cancelling.

  • If the Provider accepts the change, any previously applicable cancellation fees may be waived, but:

    • If the new booking is of a higher value, you will need to pay the difference;

    • If it is lower value, normal refund rules apply to the difference.

9. Chargebacks

If you raise a chargeback directly with your bank or card issuer:

  • We may temporarily suspend your account while the dispute is investigated.

  • We ask that you contact us first, so we can try to resolve the issue quickly without needing a chargeback.

Where chargebacks are found to be abusive or fraudulent, we may restrict or close your Servizo account in line with our Terms & Conditions.

10. Contact us

If you have questions about this Refund & Cancellation Policy or want to request a cancellation or refund, please contact: