Cerca Help Center
To cancel a booking, open the booking detail screen in the app and tap Cancel Booking. Whether you get your deposit back depends entirely on the provider's cancellation policy, which is shown on their profile and again on the booking request screen before you pay.
If your deposit is eligible for a refund, tap Request Deposit Refund on the booking detail screen after cancelling. Refunds are processed immediately and typically appear on your card within 5–10 business days.
Each provider chooses one of three cancellation policies. The policy is enforced automatically — Cerca's system determines whether your deposit is refunded or transferred to the provider based on when you cancel.
| Policy | Cancel before window | Cancel inside window |
|---|---|---|
| Flexible (24h) | Full refund | Deposit goes to provider |
| Moderate (48h) | Full refund | Deposit goes to provider |
| Strict (no refunds) | No refund | Deposit goes to provider |
If a booking has no confirmed appointment date, refunds are issued in full regardless of policy.
If you need to cancel a confirmed booking, open the booking detail and tap Cancel Booking. The customer's deposit will be automatically refunded in full — no action needed from the customer. Please notify your customer as soon as possible via the in-app chat.
Repeated provider cancellations may affect your profile visibility and could result in account review.
Refunds are processed through Stripe and typically appear on the customer's card within 5–10 business days. The exact timing depends on the customer's bank.
If you believe a charge was made in error, contact us at billing@app-cerca.com before filing a chargeback with your bank. Filing a chargeback without first contacting us may result in account suspension.
Related: Payments & deposits explained · Terms of Service