Refund Policy

1. How booking payments work

Nextro is a software platform. When you book an appointment and pay online, your payment is processed securely by Stripe and goes directly to the business you are booking with. Nextro does not hold your payment or act as a merchant — we are the platform that connects you.

A small service fee is added to your total at checkout. This fee is shown clearly before you confirm payment. The business receives their full listed price — the service fee is separate.

2. Cancellation terms — set by each business

Every business on Nextro sets their own cancellation and refund policy. Nextro does not impose universal cancellation terms on businesses.

Before you complete a booking, we encourage you to review the cancellation terms for that business. These are typically displayed on their booking page. By completing a booking, you agree to the business's stated cancellation policy.

Common cancellation arrangements include:

• Full refund if cancelled within a set window (e.g. more than 24 hours before the appointment).
• No refund if cancelled within a shorter window (e.g. less than 24 hours before).
• Credit towards a future appointment rather than a cash refund.
• Non-refundable deposits even with adequate notice.

If you are unsure about a business's cancellation policy, contact them directly before booking.

3. Deposits and upfront payments

Some businesses require a deposit or full payment at the time of booking to secure your appointment. This helps them protect against no-shows and last-minute cancellations.

Whether a deposit is refundable — and under what conditions — is determined by the individual business. Nextro does not set or enforce deposit refund terms. Check the business's policy before paying.

If a business cancels your appointment, you are generally entitled to a full refund of any amount paid. Contact the business directly in the first instance if this occurs.

4. No-shows and late cancellations

If you do not attend a booked appointment without cancelling in advance, the business may retain your payment in accordance with their no-show policy. This is standard practice for appointment-based businesses to protect their time and income.

Nextro is not responsible for enforcing or overriding a business's no-show policy. If you believe a no-show charge was applied unfairly, contact the business directly to resolve it.

5. Requesting a refund

If you are entitled to a refund under a business's cancellation policy, the refund should be arranged directly with the business. Once a refund is issued by the business, it will be returned to your original payment method. Refund processing times vary but are typically within 5–10 business days, depending on your bank.

Nextro cannot issue refunds on behalf of businesses, and we cannot compel a business to issue a refund outside of their stated policy.

If you paid by card and are unable to resolve a dispute directly with the business, you may be able to raise a chargeback with your bank or card issuer. Your card provider will assess the dispute in accordance with their own rules.

6. Completed appointments

Once an appointment has taken place, payments for that appointment are generally non-refundable. If you have a concern about the service you received, contact the business directly in the first instance. Nextro is not a party to the service agreement between you and the business.

7. Nextro platform subscription fees — for businesses

This section applies to businesses who pay a subscription fee to access Nextro's platform features. This is separate from any booking payments received from customers.

If you are a business subscriber and are a consumer under UK law, you have a 14-day statutory right to cancel your subscription from the date of purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. By activating your subscription and using the platform during this period, you expressly request immediate performance of the service. Once the service has been used, your right to cancel under this statutory right may be reduced or lost.

After the 14-day period, subscription fees are non-refundable. You may cancel at any time through your account settings; your subscription will remain active until the end of the current billing period.

If you believe a subscription charge was taken in error, contact us at admin@nextroapp.com within 30 days of the charge.

8. Service fee

The service fee added to customer bookings at checkout is non-refundable, except in cases where a booking was not fulfilled due to an error on our part. In most cases, refund decisions relate to the booking payment amount, not the service fee.

9. Contact us

For questions about this policy, or if you have a platform billing concern, contact us at: admin@nextroapp.com

For booking payment disputes, contact the business you booked with directly. Their contact details are on the booking confirmation you received.

COACHFLO LTD, Company No. 17052803, England and Wales.