Cancellations & Refunds

This covers two different charges: a business’s own Vanova subscription, and a customer paying to book an appointment through a Vanova-powered page. They work differently, and are explained separately below.

Your Vanova subscription

• Every new account starts on a 14-day free trial - nothing is charged during the trial.
• After the trial, you subscribe to Core. It bills monthly through Flutterwave at the price on your Billing page.
• You can cancel any time from your dashboard. Cancelling stops future billing immediately - it doesn’t refund the period you’re already in.
• We don’t offer partial-month refunds for unused time. If a charge failed to process correctly on our end, contact us and we’ll sort it out.

A customer’s booking

This is the one worth understanding clearly, because it isn’t Vanova-wide - it’s set by each business individually.

• Every business sets its own free cancellation window (how many hours before an appointment a customer can still cancel or reschedule at no cost). That number is shown to the customer at booking and on their confirmation - and it’s enforced automatically: a cancellation attempt inside that window is declined, not just discouraged.
• If a business requires payment or a deposit to confirm a booking, that money splits automatically to the business’s own linked bank account the moment it’s paid. Vanova never holds it, and doesn’t automatically reverse or refund a charge on a customer’s behalf.
• That means a refund for a cancelled booking, a late cancellation, or a no-show is a decision the business makes directly with their customer, the same way it would be if they took bookings any other way - not something Vanova adjudicates or processes automatically.
• The one exception: if a customer’s payment succeeds but the time slot is lost before the booking is confirmed (a rare timing conflict, not a cancellation), the business is notified and will help sort it out - offering the next available time or a refund - rather than the customer being asked to simply pay again.

If you’re a business owner: your customers can see your cancellation window right on your booking page, so this doubles as the honest answer to “what happens if someone cancels or doesn’t show” - it’s the window you’ve set, and any refund from there is between you and them, same as it would be off-platform.

Disputes

A disagreement over a specific booking or charge is between the customer and the business they booked with. Vanova may help pass along messages between the two, but isn’t the business and doesn’t decide the outcome - see the Terms of Service.

Contact

Questions about a Vanova subscription charge: bookings@vanovahub.com. Questions about a specific booking or payment to a business: contact that business directly - they’re the ones who received it.