1. Overview

At QuickFix, we understand that plans change. This Cancellation & Refund Policy outlines the conditions under which Customers and Service Providers may cancel bookings, and the circumstances in which refunds are available. By using our platform, you agree to these terms.

All amounts referenced below are in Swiss Francs (CHF) and inclusive of applicable VAT.

2. Customer Cancellations

Customers may cancel a confirmed booking through the Platform. The timing of your cancellation determines the applicable fee:

Cancellation Window	Refund	Cancellation Fee
24+ hours before service	Full refund	None
6 – 24 hours before service	75% refund	25% of booking total
2 – 6 hours before service	50% refund	50% of booking total
Less than 2 hours before service	No refund	100% of booking total
No-show (no cancellation)	No refund	100% of booking total

Cancellation fees compensate Service Providers for blocked time slots and preparation costs.

3. Service Provider Cancellations

Service Providers may cancel accepted bookings under the following conditions:

• 24+ hours before service: No penalty. The Customer receives a full refund and may rebook with another provider.
• Less than 24 hours before service: A penalty of 15% of the booking value may be deducted from the Provider's future payouts. The Customer receives a full refund.
• Repeated cancellations: Providers who cancel more than 3 bookings within a 30-day period may have their accounts reviewed, temporarily suspended, or permanently deactivated.

In cases of genuine emergencies (medical, severe weather, or similar force majeure events), Providers should contact support@quickfixch.cloud with supporting documentation. Emergency cancellations may be exempted from penalties at our discretion.

4. Refund Eligibility

Beyond cancellation-based refunds, Customers may request a refund in the following circumstances:

4.1 Service Not Performed

If a Service Provider fails to show up or is unable to perform the service, the Customer is entitled to a full refund. The refund is processed automatically once the non-arrival is confirmed.

4.2 Unsatisfactory Service

If the service does not meet the agreed-upon scope or quality, Customers may file a dispute within 48 hours of service completion. QuickFix will review the claim and may offer a partial or full refund depending on the circumstances.

4.3 Duplicate or Erroneous Charges

If you are charged twice for the same booking or billed an incorrect amount, contact our support team. Verified billing errors are refunded in full within 5 business days.

4.4 Platform Outages

If a booking cannot be honoured due to a QuickFix technical failure, affected Customers will receive a full refund and may be offered a courtesy discount on their next booking.

5. Non-Refundable Circumstances

Refunds are not available in the following cases:

• The service was completed as described in the booking and to a reasonable professional standard.
• The Customer changed requirements during or after the service without prior agreement from the Provider.
• Dissatisfaction is based on subjective preferences rather than objective shortcomings in workmanship.
• A dispute is filed more than 48 hours after service completion.
• The Customer violated any terms outlined in our Terms of Service.

6. Refund Processing

All approved refunds are processed as follows:

• Method: Refunds are returned to the original payment method used for the booking (credit/debit card or bank transfer).
• Timeline: Approved refunds are initiated within 3 business days. Depending on your bank or card issuer, it may take an additional 5 – 10 business days to appear on your statement.
• Notification: You will receive email confirmation when a refund is initiated and when it has been completed.
• Currency: All refunds are processed in Swiss Francs (CHF). Exchange-rate differences for international cards are handled by your card issuer.

7. Dispute Resolution

We encourage Customers and Service Providers to resolve issues directly. If a resolution cannot be reached, you may escalate the matter to our support team:

1. Step 1 — File a Dispute: Submit a dispute through your booking details page or by emailing support@quickfixch.cloud within 48 hours of service completion. Include the booking ID, a description of the issue, and any supporting photos or documentation.
2. Step 2 — Review: Our support team will review the dispute, contact both parties, and may request additional information. We aim to resolve disputes within 7 business days.
3. Step 3 — Resolution: Based on our review, we will issue a full refund, partial refund, credit toward a future booking, or determine that no refund is warranted. Our decision is communicated in writing.
4. Step 4 — Escalation: If you are unsatisfied with the resolution, you may request a secondary review by our Senior Support team within 14 days. Beyond that, disputes are subject to the governing law as outlined in our Terms of Service.

8. Rescheduling

Instead of cancelling, Customers may reschedule a booking free of charge once, provided the new date is requested at least 12 hours before the original appointment. Additional rescheduling requests within the same booking may incur a CHF 10 administrative fee.

Rescheduling is subject to Service Provider availability. If no suitable alternative time is found, the standard cancellation policy applies.

9. Force Majeure

Neither Customers nor Service Providers shall be liable for failure to fulfil booking obligations due to events beyond reasonable control, including but not limited to natural disasters, severe weather, government orders, pandemics, strikes, or infrastructure failures. In such cases:

• Affected bookings may be rescheduled at no additional cost.
• If rescheduling is not possible, a full refund will be issued to the Customer.
• No penalties will be applied to Service Providers.

10. Changes to This Policy

QuickFix reserves the right to update this Cancellation & Refund Policy at any time. Changes will be posted on this page with an updated "Last updated" date. Material changes will be communicated via email or in-app notification at least 14 days before they take effect.

Bookings made before policy changes take effect will be governed by the policy in place at the time of booking.

11. Contact Us

If you have any questions about this policy or need to request a cancellation or refund, please reach out to our support team:

QuickFix Customer Support
Bahnhofstrasse 10, 8001 Zürich, Switzerland
Email: support@quickfixch.cloud
Phone: +41 44 668 18 00
Hours: Monday – Friday, 08:00 – 18:00 CET