Cancellation policies
This policy outlines how cancellations are handled on BamChi for both providers and clients. By using the platform, you agree to abide by these cancellation terms. BamChi is operated by BamChi Pty Ltd (ABN 54 689 357 917).
1. Provider Cancellations
We understand that circumstances change. However, reliability is essential to maintaining trust on the platform. The following tiers apply when a provider cancels a confirmed booking:
- More than 48 hours before the booking: No penalty. The client receives a full refund and may rebook with another provider.
- 24 to 48 hours before the booking: A formal warning is issued to your account. The client receives a full refund.
- Less than 24 hours before the booking: A strike is recorded on your account and the client receives a full refund.
- No-show (failure to attend without notice): An automatic strike is recorded, the client receives a full refund, and your account may be subject to immediate suspension pending review.
Strike accumulation: If you receive 3 strikes within a 90-day rolling period, your account will be suspended pending a review by the BamChi team.
| Timing | Consequence for Provider | Client Refund |
|---|---|---|
| More than 48 hours before | No penalty | Full refund |
| 24 -- 48 hours before | Warning issued | Full refund |
| Less than 24 hours before | Strike on account | Full refund |
| No-show by provider | Automatic strike + potential suspension | Full refund |
2. Client Cancellations
Each provider sets their own cancellation policy — Flexible, Moderate, Strict or a custom one — and it is shown on their profile and again at checkout. When a client cancels a confirmed booking, that policy decides the refund. The remainder goes to the provider as a cancellation fee. These terms ensure that providers are fairly compensated for their time and availability.
The BamChi service fee (5% of the booking, paid by the client) is not refundable once a booking has been confirmed and the payment captured, whatever the provider's policy says.
- Flexible (the default): full refund more than 24 hours before the start. Inside 24 hours, 50% is refunded.
- Moderate: full refund more than 48 hours before the start. Between 24 and 48 hours, 50%. Inside 24 hours, no refund.
- Strict: full refund more than 7 days before the start. Between 48 hours and 7 days, 50%. Inside 48 hours, no refund.
- Custom: the provider's own cut-offs, shown with the same wording on their profile.
- No-show by client (failure to attend without notice): no refund is issued. The provider keeps the full fee.
A booking that has already started cannot be cancelled in the app; contact BamChi. A pending request that the provider has not yet accepted can be cancelled at any time and the hold on the card is released in full.
| Policy | Full refund | 50% refund | No refund |
|---|---|---|---|
| Flexible | More than 24 hours before | Inside 24 hours | — |
| Moderate | More than 48 hours before | 24 – 48 hours before | Inside 24 hours |
| Strict | More than 7 days before | 48 hours – 7 days before | Inside 48 hours |
3. Emergency Cancellations
We recognise that genuine emergencies occur -- medical incidents, natural disasters, family crises, or sudden illness of the pet or provider. Emergency cancellations are handled on a case-by-case basis.
To request an emergency cancellation exemption, contact us at [email protected] as soon as possible with supporting evidence (e.g. a medical certificate, vet report, or other relevant documentation). BamChi will review the circumstances and may waive penalties or adjust refund outcomes at its discretion.
4. Exceptional Circumstances
BamChi reserves the right to waive penalties, adjust strikes, or modify refund outcomes in exceptional circumstances. This includes, but is not limited to, situations involving severe weather events, public health emergencies, platform outages, or other events beyond the reasonable control of either party.
5. Dispute Resolution
If you disagree with a cancellation outcome, strike, or refund decision, you may raise a dispute through the following process:
- Direct resolution: Where possible, we encourage providers and clients to communicate directly to resolve the matter amicably.
- Contact BamChi Support: If direct resolution is not possible, email [email protected] with the booking reference number, a description of the issue, and any supporting evidence. Our team will review the dispute within 5 business days.
- Mediation: BamChi may mediate between the parties at its discretion. Any decision made by BamChi during mediation is final and binding within the platform.
- Governing law: These cancellation terms are governed by the laws of Victoria, Australia. For unresolved disputes, both parties submit to the jurisdiction of the courts of Victoria.
BamChi aims to resolve all disputes fairly and transparently. We will consider the evidence provided by both parties before making a determination.
6. Changes to This Policy
BamChi may update this cancellation policy from time to time. We will provide at least 14 days notice of material changes via email or through the platform. Continued use of the platform after changes take effect constitutes acceptance of the updated policy.
7. Contact
For questions about this cancellation policy, or to report an emergency cancellation, contact us at [email protected].
BamChi Pty Ltd (ABN 54 689 357 917)