Even if the merchant notifies the platform in advance to cancel a reservation, once a customer completes the booking and receives the confirmation, the booking is considered valid. Failure to fulfill the service as scheduled is classified as an overbooking.
According to platform policy, merchants are responsible for providing appropriate compensation to affected customers in overbooking situations to protect their rights.
⚠️ This compensation is for the customer — it is not a fee collected by the platform, nor is it a penalty charged to the merchant.
This policy ensures a trustworthy and consistent booking experience for customers. If you have any special circumstances, please contact your account manager or our support team for further assistance.