Sometimes cancellations are unavoidable. This guide explains how to cancel a booked session on Nexook and what to expect regarding refunds based on our cancellation policy.
Cancellation Policy Overview
Our Session Cancellation and Rescheduling Policy is designed to be fair to both clients and experts:
Cancellations 24+ hours before the scheduled session:
You will receive a refund of 80% of the paid session fee
Refunds will be processed within 3 business days (following Ireland's work calendar)
Refunds will be issued to the same payment method used for the original booking
Cancellations less than 24 hours before the scheduled session:
No refund will be issued
The expert will receive payment for the session, minus platform fees
How to Cancel a Session
Log in to your Nexook account
Navigate to your Bookings
Click on "Bookings" in the main navigation menu
Select the "Upcoming" tab to view your scheduled sessions
Select the session to cancel
Find the session you need to cancel
Click on the session to view its details
Initiate cancellation
Click the "Cancel Session" button on the session details page
Review the cancellation policy information displayed
Confirm cancellation
Select a reason for cancellation from the dropdown menu (optional)
Click "Confirm Cancellation" to proceed
Receive confirmation
You'll see a cancellation confirmation on screen
You'll receive an email confirming your cancellation
If eligible, information about your refund will be included
Refund Processing
If you're eligible for a refund:
Refunds will be processed within 3 business days
You'll receive an email notification when the refund is processed
The refund will be issued to your original payment method
For international payments, currency conversion rates apply based on the date of the refund, not the original purchase date
No-Show Policy
If you fail to attend a scheduled session without canceling:
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
Considering Alternatives to Cancellation
Before canceling, consider these alternatives:
Rescheduling: If you're outside the 24-hour window, you can reschedule once at no cost
Session transfer: Some experts allow you to transfer your session to another person (contact support for assistance)
Technical Difficulties Exception
If technical issues with the Nexook platform prevent your session from occurring:
Contact support@nexook.com immediately
Provide details about the technical issue you experienced
You may be eligible for a full refund or free rescheduling
Need Additional Help?
For assistance with cancellations or questions about refunds:
Email: support@nexook.com
Subject Line: "Session Cancellation Request"
Include your session ID in all communications
We aim to make the cancellation process as smooth as possible, even though we hope you rarely need to use it!