1. About and purpose
This Policy governs cancellations, no-shows, Provider cancellations, refunds and payment adjustments for eligible booking service bookings. The Right Guy Ltd is company no. 16425623, registered office 3rd Floor, 86-90 Paul Street, London EC2A 4NE, VAT 495353361, ICO ZB924668.
Back to top ↑2. Separate services and money
The Provider supplies the underlying Provider Service and Provider Service Amount/Deposit relates to that service. TRG separately supplies booking service and may charge a separate TRG Booking Fee. Provider Service money and TRG Booking Fee are assessed separately for refunds.
Back to top ↑3. Order of cancellation rules
Mandatory statutory rights apply first, followed by applicable service-specific rules and the booking’s lawful Provider terms. Where retention is legally available, consider fairness and relevant loss. A saved notice cutoff never overrides mandatory law.
Back to top ↑4. Statutory cancellation rights
Where the Consumer Contracts Regulations cancellation right applies to a service contract, the usual period ends 14 days after the day the contract is entered into, subject to applicable extensions and exclusions. Scope depends on the actual contract, service, formation and required information. booking service modes do not automatically classify legal entitlement.
Back to top ↑5. Service-specific exclusions and special rules
Certain accommodation, transport of goods, vehicle rental, catering, specified-date leisure services, passenger transport, urgent repairs and other legally defined situations may be subject to exclusions or special rules. Providers cannot self-label a service as excluded to avoid statutory rights.
Back to top ↑6. Provider notice period
The Provider sets cancellation and rescheduling terms and structured notice requirements. The displayed terms, version and acceptance are saved with the booking. There is no universal TRG 24-hour rule for new provider-policy bookings. A cutoff records contractual notice timing; it is not an automatic entitlement test.
Back to top ↑7. Early performance
Where law requires an express request before a service begins during a statutory cancellation period, the required request must be obtained. Any legally required acknowledgement concerning loss of cancellation rights after full performance must also be obtained. TRG's early-performance request for booking service does not automatically authorise early Provider Service performance.
Back to top ↑8. Partial and full performance
Where statutory conditions are satisfied, a valid cancellation following requested early performance may allow a proportionate charge for service actually supplied. Missing required cancellation/cost information or the required express request may prevent charging for that supply during the period. Full performance may end the right only where the relevant request and acknowledgment conditions are satisfied. Reserved appointment capacity is not automatically treated as full service performance.
Back to top ↑9. Cancellation meeting the saved notice requirement
The Provider applies the saved lawful terms, circumstances and applicable statutory rights. Meeting a notice requirement does not determine TRG’s separate fee. Original terms remain applicable to historical bookings.
Back to top ↑10. Cancellation inside the saved notice period
Short notice may cause genuine loss but does not automatically forfeit the deposit or service payment. The Provider must assess the applicable rights and any fair retention basis.
Back to top ↑11. Fair Provider-loss assessment
Relevant factors may include timing, reserved capacity, service price, reasonable incurred costs, specially purchased materials, work already performed, ability to refill the slot, actual replacement booking, reasonable mitigation, saved costs, direct recoverable loss, amounts paid/recovered and other relevant circumstances. The Provider must not receive a windfall.
Back to top ↑12. Mitigation, rebooking and saved costs
Providers should take reasonable steps to reduce avoidable loss where required. Rebooking the same capacity may reduce the original loss. Saved variable costs may also be relevant. No party may receive double compensation for the same loss.
Back to top ↑13. Deposits and no automatic forfeiture
A deposit is an advance service payment. Its label, a non-refundable statement, customer acceptance, short notice or a no-show does not automatically establish lawful retention. No automatic deposit-forfeiture rule operates through booking service.
Back to top ↑14. No-shows
A Customer failure to attend/provide access may cause substantial loss, but circumstances must still be considered, including Provider readiness, communications, reserved capacity, costs, mitigation, whether the slot was filled, statutory rights and other evidence.
Back to top ↑15. Lateness and access
Providers should act reasonably where Customers are late or fail to provide access. Performance may be shortened, rearranged or become impossible depending on the service. Financial consequences depend on circumstances and law.
Back to top ↑16. Rescheduling
A request does not itself cancel or change the booking, transfer payment or create a new charge. Provider acceptance and a recorded change are required; until then the original arrangement remains. Inside the saved notice period, the customer may request an exception which the Provider may decline subject to applicable rights. Keep the cancellation route available. Rescheduling terms cannot circumvent statutory rights.
Back to top ↑17. Provider cancellation/no-show
Where the Provider cancels and the Customer is not responsible, the Customer should not ordinarily bear Provider cancellation loss. Provider Service money for an unprovided service will ordinarily be refundable subject to law/circumstances. Provider no-shows may be reported through the Resolution Centre.
Back to top ↑18. Incomplete/defective performance
Where service begins but cannot be completed, outcome depends on fault, Customer conduct, safety, information, impossibility, work performed, reasonable care and skill, statutory remedies and agreements. Defective-service rights remain distinct from simple cancellation.
Back to top ↑19. TRG Booking Fee
The fee pays for TRG’s separate booking service service, not the Provider Service or a cancellation penalty. TRG assesses its own performance and applicable statutory rights separately. A service refund or Provider cancellation does not automatically determine its treatment, but neither is the fee always non-refundable. Provider approval or payment receipt alone does not establish full TRG performance or satisfaction of early-performance conditions.
Back to top ↑20. TRG system failure
TRG investigates confirmed failures in its own service and provides the appropriate remedy. Affected Provider service money requires appropriate correction through a lawful, authorised payment route; its service entitlement is not independently adjudicated by TRG. The two money components remain separate.
Back to top ↑21. Duplicate/failed payments
Genuine duplicate charges caused by payment/platform error should be corrected. Failed payments with no completed charge do not require a refund; pending bank authorisations may disappear without formal refund.
Back to top ↑22. Full and partial service refunds
The Provider determines its service-refund response and executes the authorised gross amount through its connected-account controls. Full or partial remedies depend on applicable statutory rights, performance, lawful terms and circumstances. TRG transmits instructions and preserves payment results through its software and separately handles its fee. A Provider’s refusal does not establish lawful retention.
Back to top ↑23. Refund method and timing
Use the appropriate original payment route. Where the Consumer Contracts Regulations require a service cancellation reimbursement, it must be made without undue delay and no later than the end of 14 days after the day the trader is notified, using the original means unless expressly agreed otherwise and without a reimbursement fee. Other remedies may use different triggers; the Consumer Rights Act price-reduction refund limit runs from the trader agreeing entitlement. Information requests do not postpone mandatory deadlines. Pending, failed or ambiguous transactions require reconciliation before retrying.
Back to top ↑24. Remaining balances
Where only a Deposit was paid online, cancellation may affect whether any Remaining Balance is payable. Providers cannot automatically demand the full unpaid balance merely because a Customer cancelled; claims must be lawful, fair and reflect recoverable loss.
Back to top ↑25. Accounting and VAT history
Preserve original payments and subsequent refunds separately, including gross, net, attributable VAT, reasons, identifiers and timestamps. Service refund VAT follows the original transaction snapshot and appropriate proportional allocation, not later offering prices or tax settings. The Provider is responsible for its own accounting/credit documents and TRG for its own fee documents. Provider and TRG VAT remain separate.
Back to top ↑26. Cancellation requests and timestamps
Use the cancellation control where reasonably possible; another clear statutory cancellation statement remains possible. Record the request and relevant timezone. Compare timing with the saved notice requirement and consider technical failures. The act of cancellation does not itself determine the refund outcome.
Back to top ↑27. Evidence
Relevant evidence can include booking/cancellation timestamps, messages, payment records, attendance, photos, documents, replacement bookings, Provider costs, work completed and access information. Evidence expectations should be proportionate and no single category is mandatory in every case.
Back to top ↑28. Conflicting accounts and information requests
The Provider handles its service response. An information request normally allows seven calendar days with the deadline and timezone stated; reasonable extensions may be considered. If no response arrives, the responsible party may use information available. Silence does not prove fault, accept the other account or establish retention. TRG does not choose a winner in service disputes. Legal remedy deadlines continue to apply.
Back to top ↑29. Booking Resolution Centre
The Centre records communications, requests, responses, relevant evidence and Provider refund instructions. TRG investigates its own service and payment, safety or misuse concerns within its remit. It does not independently evaluate or settle Customer–Provider service disputes.
Back to top ↑30. Scope and reconsideration
Recorded responses are not binding adjudications. Service reconsideration goes to the Provider. For TRG’s own platform or fee handling, contact its support route with a material error, credible fraud concern or significant new evidence not reasonably available earlier. TRG considers whether investigation or correction is warranted. No completed refund is automatically reversed and no new charge is automatically authorised. External and statutory rights remain.
Back to top ↑31. Chargebacks and double recovery
A payment dispute does not automatically prove fault. Use lawful payment-dispute procedures and relevant records. Check existing refunds and pending disputes to avoid duplicate reimbursement. Preventing double recovery does not authorise automatically charging a customer again; any recovery requires an appropriate lawful basis and authority.
Back to top ↑32. Fraud and exceptional circumstances
Reasonable evidence of deliberate fraud, fabricated evidence, sham transactions or duplicate recovery may lead to proportionate action; a disputed account alone is not fraud. Illness, emergencies, disruption or severe weather are assessed according to rights, fairness, evidence, loss and mitigation.
Back to top ↑33. Provider-written terms
Providers may write their own cancellation and rescheduling terms, subject to applicable law and fairness. Displaying and accepting the terms does not endorse their legality or override statutory rights. Providers cannot bind TRG concerning its separate fee.
Back to top ↑34. Unfair terms and statutory rights
Mandatory consumer law prevails. Clicking acceptance does not make an otherwise unfair term enforceable. No automatic fault assumption or account penalty may be imposed merely because a Customer legitimately exercises statutory rights.
Back to top ↑35. Historical Booking rules
Later policy versions do not silently replace historical Booking rules. booking service may preserve policy/terms/agreement versions, Booking and start times, cancellation timestamp, acceptance records and other Legal Snapshot information.
Back to top ↑36. Related documents
This Policy operates with the Customer Booking Terms, Provider booking service Agreement, Booking Resolution & Complaints Procedure, Privacy Policy and other applicable TRG legal documents.
Back to top ↑37. Privacy and retention
Cancellation/refund/dispute information is processed under the Privacy Policy and may be retained for contract administration, accounting, tax, disputes, fraud prevention, claims, regulatory obligations and other lawful purposes.
Back to top ↑38. Support routes
Use the Provider’s booking communication/refund controls or published contact for service requests and reconsideration. Use TRG Booking Support or its published support contact for platform access, technical payment issues, TRG-fee complaints and reconsideration of TRG’s own handling. General site, account or privacy matters use the relevant general support route.
Back to top ↑39. Contact
The Right Guy Ltd, 3rd Floor, 86-90 Paul Street, London EC2A 4NE. Company no. 16425623. VAT 495353361. ICO ZB924668. Current electronic support routes are published on The Right Guy website.
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