You're protected on every booking

Cerca Help Center

Cerca Booking Protection is our commitment that every booking on our platform is safe, fair, and backed by real support. Unlike shipping marketplaces, Cerca is a services marketplace. So our protections are designed around the unique challenges of in-person services.

Cerca Booking Protection

Built for service bookings. Not packages in the mail.

Provider cancels within 24 hours → automatic full deposit refund

Provider is a no-show → full refund + account review

Payment charged in error → dispute reviewed within 2 business days

Verified provider identity (Cerca Verified badge)

In-app messaging logs kept for safety investigations

For customers

Deposit guarantee

Your deposit is held securely by Stripe. It never goes directly to the provider until the service is marked complete. If the provider cancels or doesn't show up, you get a full refund automatically.

Late cancellation protection

If a provider cancels a confirmed booking with less than 24 hours notice, you receive a full refund automatically. No questions, no waiting.

Verified providers

Providers with the Cerca Verified badge have completed a government-issued ID check. You can see the badge on their profile before you book.

Safe messaging

All messages sent through Cerca are monitored for safety. If you feel unsafe at any time, use the Report button in the app. We investigate every report.

For providers

No-show protection

If a customer doesn't show up to a confirmed appointment, you keep the deposit you collected. Your time is protected.

Deposit before you show up

With Stripe connected, you can require a deposit before accepting any booking. You never start work without skin in the game on both sides.

Dispute mediation

If a customer files a dispute, Cerca reviews the case. We look at booking records, messages, and payment history. And we reach out to both sides before making a decision.

Clear cancellation policy

Your cancellation policy is shown to customers before they book. Whatever you set is what they agreed to. There are no surprises.

What Booking Protection does not cover

Cerca Booking Protection applies to bookings made and paid through the Cerca app. It does not apply to:

Payments made outside the app (cash, Venmo, Zelle, etc.). These are not tracked or protected
Service quality disputes ("the haircut wasn't what I wanted"). We can mediate, but we can't guarantee subjective outcomes
Bookings cancelled by the customer before the provider accepts
Chargebacks filed directly with your bank without contacting us first

Filing a chargeback without contacting us first (billing@app-cerca.com) may result in your account being suspended while we investigate.

How to open a dispute

Contact the other party in-app first. Many issues are resolved with a quick message.

If unresolved after 24 hours, email support@app-cerca.com with your booking ID.

Our team reviews the case within 2 business days and contacts both parties.

Once resolved, any applicable refund is processed within 5–10 business days.

Program disclaimer

Cerca Booking Protection is not an insurance policy, warranty, or guarantee of service quality. Cerca reserves the right to determine eligibility for protection on a case-by-case basis. We may change, suspend, or discontinue this program at any time with reasonable notice.