T Trimly
Policy

Refund & Cancellation Policy

Effective date: March 19, 2026. This policy explains how Trimly handles cancelled bookings, refund requests, disputes, and split-payment safety.

Booking Flow

Trimly uses a staged booking process:

  • customer submits a booking request
  • barber approves or rejects the request
  • payment is only available after approval
  • paid bookings are processed through Trimly's payment and booking controls
  • completion, refund, dispute, or payout review is handled through platform controls

Customer Cancellations

  • Customers may cancel a booking before the service is completed.
  • Completed or refunded bookings cannot be cancelled by the customer.
  • If a paid booking is cancelled, the booking is flagged for refund handling and admin review.

Barber Cancellations

  • Barbers may cancel bookings where they are the assigned service provider.
  • Cancelled paid bookings can enter the refund workflow.
  • Barber cancellations may be reviewed during dispute handling or trust monitoring.

Admin Cancellations

Trimly admins may cancel bookings where necessary for trust, safety, compliance, fraud prevention, or dispute resolution.

Refund Requests

  • Refund requests are available for paid bookings.
  • Customers, barbers, or admins may flag a paid booking for refund review in supported cases.
  • Refunds are handled through admin review and recorded explicitly in booking/payment status.

Payment Split and Payout Safety

When a payment is verified successfully, Trimly records the booking payment, calculates the platform commission, and calculates the barber payout amount. Marketplace payments are configured for platform commission and barber settlement handling through Trimly's payment controls.

  • Commission rate: 15%
  • Barber payout amount: 85%
  • Disputes, cancellations, and refunds may affect payout handling or settlement review
  • Trimly may pause marketplace actions while a dispute, cancellation, or refund issue is under review

Disputes, No-Shows, and Service Issues

Trimly provides a dispute workflow for eligible bookings. Customers or barbers may raise disputes for supported cases such as completed services, no-shows, or cancelled bookings.

  • dispute statuses include open, investigating, resolved, refunded, and rejected
  • admins may review evidence and leave internal notes
  • resolution may include refund, rejection of the claim, or closure of the case