Cancellation & Refund Policy

Cancelling before payment has been taken

You can cancel a booking request at any time before payment is taken from your card — including the period after a professional has accepted the request and the invoice has been sent, but before you complete payment. No payment has been processed at this stage, no fee applies, and there is nothing to refund. The slot is released back to the professional.

To protect professionals from holding a slot indefinitely, the booking will be automatically cancelled if payment is not completed within 60 minutes of the professional accepting. Both you and the professional are notified when this happens, and you are free to rebook.

Cancelling a confirmed booking more than 24 hours before the appointment

If you cancel a confirmed booking more than 24 hours before the scheduled appointment time, you are eligible for a full refund of the amount you paid.

Cancelling a confirmed booking within 24 hours of the appointment

If you cancel a confirmed booking within 24 hours of the scheduled appointment time, a cancellation fee of 50% of the booking amount applies. The remaining 50% is eligible for refund. This fee covers the professional's preparation costs and the lost booking opportunity.

Cancelling after the scheduled appointment time

Cancellations made after the scheduled appointment time are not eligible for a refund under this policy.

How refunds are processed

Refunds are processed by Pampa staff. When you cancel a booking, your refund eligibility is calculated based on the rules above and will be communicated to you in the app. Refunds are returned to your original payment method and typically take 3 to 5 business days to appear, though your bank may take longer.

Professional cancellations and no-shows

If a professional cancels your confirmed booking, or fails to arrive for your appointment, you are entitled to a full refund. Contact Pampa through Profile > Feedback and a staff member will handle it.

Additional services refunds

If you have a dispute about an additional service charge, raise it through Profile > Feedback. Additional service disputes are reviewed case by case by Pampa staff.

Your rights under Australian Consumer Law

Nothing in this cancellation policy limits your rights under the Australian Consumer Law. The refund amounts described above reflect Pampa's own cancellation policy. Your statutory rights apply in addition to, and are not limited by, this policy.