Refunds & Cancellations
At Primzy, we keep deposits fair and policies simple.
Quick Refund Overview
| Timing | What Happens | Who Keeps Deposit |
|---|---|---|
| Cancel within 15 minutes of pro confirmation | Full refund (grace period) | Client |
| Professional cancels appointment | 100% refund, no cancellation fees | Client |
| Cancel 24+ hours before appointment | Full refund to client | Client |
| Cancel within than 24 hours / no-show | Deposit forfeited | Professional |
| Any refund, for any reason | Tip excluded — never refunded | Professional |
Emergencies
If you have an emergency, contact your professional immediately through Primzy messaging.
- Professionals may choose, at their discretion, to roll your deposit to a new appointment.
- Primzy does not decide emergencies or guarantee deposit refunds.
How to Request a Refund & Processing Timeline
- Notify Your Pro — Message your stylist directly in Primzy.
- Stylist Confirms — They'll confirm whether it's a cancellation, reschedule, or emergency rollover.
- Refund Initiated — If accepted, Stripe processes the refund within 1–2 business days. Any tip you added is excluded.
- Bank Processing — Refund appears in your account in 3–5 business days.
Important Disclaimers
Service Quality & Satisfaction
Primzy processes payments securely but does not issue refunds related to service quality or outcomes. Concerns about the service must be resolved directly with your professional.
Tips Are Not Refundable
A tip is paid directly to your professional and goes to them in full. Tips are excluded from the refundable amount on every booking, so a refund covers the service, taxes, and fees that apply — never the tip. This holds however the refund is initiated, including cancellations and refunds issued by your professional or by Primzy. If you tipped by mistake, message your professional; returning it is their decision.
Platform Role
Primzy is a technology platform connecting clients with independent professionals. We do not provide services and are not responsible for service outcomes.
Disputes
Any disputes about service quality or professional conduct must be resolved directly between the client and professional. Primzy does not mediate or resolve such disputes.
Need Help?
Contact support@primzybeauty.com