Cancellation & refunds

Last updated: 27 July 2026 · Version: 1.1

This page describes how cancellations and refunds work on the TempahHQ platform. When you book a specific shop, that shop’s own cancellation policy (linked from its book page) applies to your appointment. Shops may customise their policy in admin.

1. Who this page covers

Platform terms for shop accounts (including the RM199/month platform subscription) are in the Terms of Service.

2. Product rules (all shops)

TempahHQ enforces these product behaviours for online booking:

1. An appointment is confirmed only after successful online payment (pay-to-confirm).
2. There is no primary “staff mark paid cash” path for confirmation.
3. Add-on charges after confirm are collected by payment link, not cash mark-paid in the app.
4. TempahHQ is software only for end-customer appointment money — the shop’s Billplz account is the merchant of record for those charges.

See also Data roles and Terms §6.1.

3. Typical shop policy (default template)

New shops start with a protective default. Owners should review and edit it. In plain language, the default usually says:

Payment confirms the booking

• Until payment succeeds, the slot may be released.
• Completing payment confirms the appointment with that business.

Changes, cancellations & no-shows

• Contact the shop (phone or details on the book page) as early as possible to reschedule or cancel.
• Many shops ask for notice at least 24 hours before the start time.
• No-shows without agreed notice may be treated as used; the shop may keep the amount paid.
• Late arrival may mean a shorter service or treatment as cancellation/no-show under the shop’s rules.

Refunds

• Once payment has succeeded and the booking is confirmed, the amount is generally non-refundable.
• Any refund or goodwill adjustment is at the shop’s discretion and is processed through the payment provider (e.g. Billplz), not as cash inside TempahHQ.
• Gateway fees are typically not refundable.

Extras & add-ons

• Optional extras paid with the booking follow the same confirmation and refund rules.
• Extra charges after confirm use a separate online payment link from the shop.

Disputes

• Appointment quality, attendance, and refunds for that shop → start with the shop.
• TempahHQ product or security → hello@lazuar.com.

4. Where to read a shop’s policy

On a public book page (/book/{slug}), open Cancellation policy in the footer or at checkout. That opens the shop’s published text (Markdown), which may differ from the default above.

5. Platform subscription (shops only)

The RM199/month platform subscription paid by a shop to TempahHQ is not an end-customer booking payment. Its refund and cancel rules are in Terms §6.2 (generally non-refundable once paid for a period, subject to law and TempahHQ discretion; stop renewing to end live book-page access after the current period and any grace).

6. Changes

We may update this page when product behaviour changes. The version and date above will change. Shop-owned policy text is controlled by each business.

Related: Terms · Privacy · Data roles