Refund & cancellation policy

Last updated 24 August 2026

CurlCab is a booking service, not a shop — you are buying a hairdressing appointment, not a physical product, so there is nothing to return. This policy explains instead when you get your money back, how much, and how long it takes.

1. When you are charged

You pay when you confirm your booking request, before a professional has accepted it. Your payment is what makes the request visible to professionals in your area. The full price is shown to you, broken down, on the review screen before you confirm.

2. If no professional accepts your booking

Every paid booking is offered to eligible professionals for 30 minutes. If nobody accepts within that time:

• The booking stops being offered and is marked as expired.
• We start a full refund to your original payment method automatically. You do not need to request it or contact us.
• You are notified as soon as the refund is started, and again once it is confirmed.
• You can instead choose to try a different date, a wider time window or another style.

We never keep your money for a booking that no professional took.

3. If you cancel

You can cancel at any time before the service starts. Whether anything is retained depends on how much notice your professional gets.

Always free:

• Before any professional has accepted your booking.
• Within 15 minutes of a professional accepting — acceptance can happen seconds after you pay, so you get a moment to change your mind.
• More than 24 hours before the appointment.

Otherwise, a cancellation fee applies:

CurlCab keeps none of this fee. It is calculated on your professional's earnings, not on the total you paid, and all of it goes to them — our platform fee and service charge are refunded to you in every case. The fee exists because a professional who has set aside hours for you and planned their travel cannot always fill that slot at short notice.

You always see the exact fee and the exact refund amount on screen before you confirm a cancellation. Nothing is ever deducted as a surprise.

4. Changing your booking

After paying, you may change the appointment date, time and service address once, free of charge, from your booking page. The price does not change and you will never be charged extra for using it.

• You get one change per booking. After you use it, further changes need to go through support.
• If a professional has already accepted, they keep the booking, so your new date, time and address must still suit them. If they cannot make it we will tell you and nothing is changed — your one change is only used once it saves successfully.
• Changes are not possible once the professional is on the way or the service has started.

5. If the professional cancels

If your assigned professional cancels, we will either offer the booking to other professionals or refund you in full. You are notified either way, and you are never charged for an appointment that did not happen.

6. If you are unhappy with the service

If the service was not delivered as described, contact us within 48 hours of the appointment with your booking reference and, where possible, photographs. We will review what happened with you and the professional, and may offer a partial or full refund, or a redo, depending on the outcome.

This does not limit your rights under the South African Consumer Protection Act 68 of 2008, including your right to services performed with reasonable care and skill.

7. How refunds are paid

• Refunds always go back to the original payment method used for the booking. We cannot refund to a different card or account.
• Refunds are processed through PayFast, our payment provider.
• Expected timing: 5–10 business days, depending on PayFast and your bank. We start the refund immediately, but how quickly it reflects is determined by PayFast and your bank, not by CurlCab.
• You can track the status of any refund under Payments & refunds in your account.

8. Contact us

For anything to do with a payment or refund, email support@curlcab.co.za with your booking reference. We aim to respond within one business day.

CurlCab operates in South Africa and this policy is governed by South African law.