Cancellations and refunds
This policy explains the default cancellation, rescheduling, refund, and no-show approach for Pellavo bookings. The terms shown at checkout take priority where they are more specific.
Cancel at least 24 hours before the session starts for a full refund, unless the booking clearly states different terms.
Client cancellations
Within the free cancellation window, the client will generally receive a full refund. A late cancellation may be non-refundable, subject to the booking terms, consumer law, and exceptional circumstances.
Trainer cancellations
If a trainer cancels or cannot deliver a booked session, Pellavo will generally offer a full refund or help arrange a rescheduled session.
Rescheduling
Rescheduling depends on trainer availability and the agreement of both sides. Pellavo may treat a change as an amendment, or as a cancellation followed by a new booking.
No-shows
A client no-show will generally be non-refundable. A trainer no-show will generally result in a full refund or rescheduling support. Pellavo may apply a different outcome where there are genuine exceptional circumstances.
Refund timing and disputes
Approved refunds are normally sent through the original payment method. Bank and payment-provider processing times may vary. Contact support@pellavo.com with the booking ID, session date, and what happened if you need help.