Cancellation Policy
Last updated: 19 August 2026
This Cancellation Policy applies to eligible services booked through Zenvora Global Ltd.
It should be read together with our Terms & Conditions and Refund Policy.
Nothing in this policy limits your statutory consumer rights.
1. Cancelling a Booking
Customers may request to cancel a booking through the available Zenvora booking system or by contacting us.
Where possible, customers should cancel as early as possible so that the Service Provider can make the appointment available to another customer.
2. Statutory 14-Day Cancellation Right
For many service contracts entered into online, UK consumers have a statutory right to cancel within 14 days without giving a reason.
The cancellation period generally begins when the service contract is entered into.
This statutory right is subject to legal exceptions and rules regarding services that begin or are completed during the cancellation period.
3. Services Starting Within the 14-Day Period
If you want a booked service to begin before the statutory cancellation period has ended, you may be asked to expressly request early performance.
If you subsequently cancel after the service has started, you may be required to pay a proportionate amount for the service already supplied.
If the service is fully performed within the cancellation period following the legally required express request and acknowledgement, you may lose the statutory right to cancel that service.
4. Normal Booking Cancellations
Separate from statutory cancellation rights, individual Service Providers may operate reasonable booking cancellation policies.
Any provider-specific cancellation conditions that apply to a booking should be displayed before the customer confirms the booking.
Depending on the service, these may include requirements to cancel a certain amount of time before the scheduled appointment.
Provider-specific cancellation terms do not override statutory consumer rights.
5. Late Cancellations
Where no statutory right to a refund applies, a Service Provider may impose a reasonable late-cancellation charge if:
The charge or rule was clearly communicated before booking
The customer agreed to the relevant booking terms
The amount is fair and proportionate in the circumstances
The charge complies with applicable consumer law
Zenvora does not support unfair or disproportionate cancellation penalties.
6. Customer No-Shows
If a customer does not attend a confirmed booking and has not cancelled it, the provider may treat the booking as a no-show.
A refund may not be available where the provider:
Reserved the agreed time
Was ready and able to supply the service
Incurred reasonable costs as a result of the booking
Any no-show charge must still comply with applicable law and the booking terms disclosed before purchase.
7. Provider Cancellation
If a Service Provider cancels a booking, the customer will normally be offered an appropriate resolution, which may include:
Rescheduling with the same provider
Booking another available provider
A refund of amounts paid for the unprovided service
Where the provider cancels and no replacement service is accepted, the customer will normally receive a refund for the service that was not supplied.
8. Provider Delay
If a provider expects to be significantly delayed, the customer should be informed as soon as reasonably possible.
Depending on the circumstances, the customer and provider may agree to:
Continue with the delayed appointment
Reschedule
Cancel
Any statutory rights remain unaffected.
9. Rescheduling
Where available, customers may request to reschedule instead of cancelling.
Rescheduling remains subject to provider availability.
Repeated rescheduling or last-minute changes may be subject to reasonable provider-specific conditions clearly disclosed to the customer.
10. How to Cancel
Where online cancellation functionality is available, customers should use the cancellation option associated with their booking.
Alternatively, contact:
Please provide:
Full name
Booking reference
Service Provider
Date and time of the appointment
Service booked
Reason for contacting us
A reason is not required where you are exercising a statutory right to cancel without giving a reason.
11. Refunds After Cancellation
Whether cancellation results in a full refund, partial refund or no refund depends on:
The customer's statutory rights
Whether any part of the service has already been supplied
Who cancelled the booking
The timing of cancellation
Provider-specific terms properly disclosed before booking
Any reasonable costs already incurred
Applicable UK consumer law
Please see our Refund Policy for further details.
12. Events Outside Reasonable Control
Occasionally, a booking may need to be changed or cancelled because of circumstances outside the reasonable control of the customer, provider or Zenvora.
Where this occurs, we will aim to work with the parties to reach a fair resolution, which may include rescheduling or refunding services that cannot be provided.
13. Statutory Rights
Nothing in this Cancellation Policy excludes or restricts rights consumers have under applicable law.
Where any provision of this policy conflicts with a mandatory consumer protection right, the applicable law takes precedence.
14. Contact
For cancellation questions or support:
Zenvora Global Ltd
Email: director@zenvoragloballtd.com