Effective Date: April 1st, 2025
This Session Cancellation and Rescheduling Policy ("Policy") governs all cancellations and rescheduling requests for sessions booked through the Nexook platform. By using Nexook to book or offer sessions, you agree to abide by the terms outlined in this document.
1. General Provisions
1.1 Alpha Phase Operations: During the initial Alpha phase of Nexook, all cancellations must be handled exclusively through the Nexook support team. This applies to both clients and experts.
1.2 Support Contact: For all cancellation requests, please contact support@nexook.com.
1.3 Session ID: When contacting support about a cancellation or rescheduling, always include the session ID, which can be found in your confirmation email or booking details.
1.4 Definitions:
"Client" refers to the user booking a session with an expert.
"Expert" refers to the professional offering services through the Nexook platform.
"Session" refers to the scheduled meeting between a client and an expert.
2. Rescheduling Policy
2.1 Client Rescheduling
2.1.1 Clients may reschedule a session once at no additional cost.
2.1.2 Rescheduling requests must be made at least 24 hours before the originally scheduled session time.
2.1.3 The new session time must be selected from the expert's available time slots.
2.1.4 After the 24-hour cutoff, rescheduling will not be allowed, and the standard cancellation policy will apply.
2.2 Expert Rescheduling
2.2.1 Experts cannot reschedule a confirmed session.
2.2.2 By setting their availability on the platform, experts commit to honoring those scheduled times.
2.2.3 If experts cannot attend a session, they must follow the cancellation procedure outlined in Section 3.2.
3. Cancellation Policy
3.1 Client Cancellations
3.1.1 Cancellations 24+ hours before the scheduled session:
Clients will receive a refund of 80% of the paid session fee
The Nexook team will process refunds within 3 business days (following Ireland's work calendar)
Refunds will be issued to the same payment method used for the original booking
The expert will receive the remaining 20% minus the transaction fee associated with their Nexook plan
3.1.2 Cancellations less than 24 hours before the scheduled session:
No refund will be issued to the client
The expert will receive the total value of the session minus the transaction fee associated with their Nexook plan
3.2 Expert Cancellations
3.2.1 When an expert cancels a session at any time:
The client will receive a 100% refund
The Nexook team will process refunds within 3 business days (following Ireland's work calendar)
Refunds will be issued to the same payment method used for the original booking
3.2.2 Consequences for expert cancellations:
Experts will be notified that cancellations should only occur due to emergencies
For cancellations occurring 24+ hours before the scheduled session, the expert will be charged a cancellation fee that will be deducted from their balance
If the expert's balance is insufficient to cover the fee, their account will show a negative balance that must be resolved
Repeated cancellations may result in a temporary suspension of the expert's Nexook account
4. No-Show Policy
4.1 Grace Period: A 10-minute grace period applies from the scheduled start time of each session.
4.2 Client No-Shows:
If a client fails to attend a session within the grace period, it will be treated as a late cancellation
No refund will be issued
The expert will receive payment as if the session had been completed
4.3 Expert No-Shows:
If an expert fails to attend a session within the grace period, it will be treated as an expert cancellation
The client will receive a 100% refund
The expert may incur additional penalties beyond the standard cancellation fee
5. Technical Difficulties
5.1 Platform Issues: If technical issues with the Nexook platform prevent a session from occurring, clients may be eligible for a full refund or free rescheduling.
5.2 Client-Side Technical Issues: Technical problems on the client's side are subject to the standard cancellation policy.
5.3 Expert-Side Technical Issues: Technical problems on the expert's side are treated as an expert cancellation.
6. Dispute Resolution
6.1 All disputes regarding cancellations or rescheduling will be handled by the Nexook support team.
6.2 Each case will be reviewed individually based on the specific circumstances.
6.3 Nexook reserves the right to make the final decision on all disputes.
6.4 To initiate a dispute, contact support@nexook.com with the subject line "Cancellation Dispute" and include all relevant details.
7. Refund Processing
7.1 Processing Timeline: All refunds will be processed within 3 business days following Ireland's work calendar.
7.2 Payment Method: Refunds will always be issued to the original payment method used for booking.
7.3 Notification: Clients will receive email confirmation when refunds are processed.
7.4 Currency Conversion: For international payments, currency conversion rates apply based on the date of the refund, not the original purchase date.
8. Premium Subscription Benefits
8.1 Premium subscribers may have additional benefits related to cancellations and rescheduling. Please refer to the Premium Subscription Terms for details.
9. Policy Changes
9.1 Nexook reserves the right to modify this policy at any time.
9.2 Users will be notified of significant changes via email and/or in-app notifications.
9.3 Changes will not apply retroactively to sessions booked before the policy update.
10. Contact Information
For questions about this policy or to request a cancellation or rescheduling, please contact:
Email: support@nexook.com
Subject Line: "Session Cancellation Request" or "Session Rescheduling Request"
By using the Nexook platform, you acknowledge that you have read, understood, and agree to abide by this Cancellation and Rescheduling Policy.