Velzo Booking & Cancellation Policy

At Velzo, we aim to create a seamless, reliable, and luxurious experience for both clients and professionals.
This Booking & Cancellation Policy outlines how appointments, payments, refunds, and cancellations are handled across the Velzo platform.

Our mission is to protect both clients’ convenience and professionals’ time, ensuring fairness, trust, and consistency in every booking.

1. Booking Confirmation

A booking is considered confirmed once payment (full or partial) has been made and a professional accepts the request.

You will receive a confirmation message or email containing your booking details, service location, and scheduled time.

Clients are encouraged to review all booking details carefully before confirming.

Any special requests or location changes must be communicated before the appointment begins.

2. Payment Options

Velzo supports the following secure payment methods:

Digital Payment (Paystack, Card, Transfer, Wallet)

Cash After Service (where available)

Partial Payment (deposit before, balance after)

Combined Payment (mix of digital and cash)

All transactions must go through Velzo’s platform to ensure buyer protection and service accountability.

3. Professional Acceptance

Once your booking is submitted, professionals have a short time to accept or decline based on their schedule.

If your chosen professional declines, the system will recommend an alternative verified professional in your area.

Velzo reserves the right to reassign or adjust bookings to ensure smooth delivery.

4. Cancellation by Clients

We understand plans may change.
Clients may cancel bookings under the following terms:

Time of Cancellation    Refund / Penalty

More than 6 hours before appointment    100% refund or reschedule
3–6 hours before appointment    50% refund or reschedule
Less than 3 hours before appointment    No refund (service considered confirmed)
No-show or late arrival (over 20 minutes)    No refund

> Refunds are processed within 3–7 business days through the original payment method.

 

5. Cancellation by Professionals

If a professional must cancel:

Clients will be notified immediately and offered an instant reschedule or replacement professional.

In rare cases where replacement isn’t available, a full refund will be issued.

Repeated cancellations by professionals may result in disciplinary action by Velzo.

6. Rescheduling

Clients can reschedule a confirmed booking up to 3 hours before the original appointment time.

After that window, rescheduling may incur a small service fee or partial charge.

Professionals may also request reschedules in case of emergencies — with client consent.

7. No-Show Policy

If a client fails to show up or is unavailable after 20 minutes of the professional’s arrival, the booking is automatically marked as completed.

Professionals who fail to show up without notice may face account suspension.

Velzo may verify both sides using GPS logs or in-app communication.

 

8. Refunds

Refunds are processed only when:

The professional cancels a booking.

The service could not be delivered due to Velzo system issues.

The client cancels within the eligible time frame.

Refunds are not applicable for:

Late cancellations or no-shows.

Dissatisfaction based on personal preference after service completion (unless verified by Velzo).

Velzo reserves the right to review refund claims on a case-by-case basis.

9. Service Quality & Disputes

If you are unhappy with a service:

Report the issue via Velzo Support within 24 hours of the booking completion.

Our Trust & Safety Team will investigate and mediate fairly between both parties.

Compensation or partial refunds may apply depending on the outcome.

10. Emergency or Force Majeure

In cases of emergencies (e.g., illness, accidents, bad weather, or safety threats):

Both clients and professionals can cancel or reschedule without penalty.

Proof may be requested for verification.

 

11. Policy Enforcement

Velzo reserves the right to:

Suspend users who repeatedly abuse cancellation terms.

Charge administrative or penalty fees for consistent last-minute cancellations.

Update this policy to improve fairness and experience quality.

 

12. Contact Velzo Support

📩 Email: support@velzo.ng
📞 Phone: +2349138220292
🕐 Hours: Monday – Saturday, 9 AM – 7 PM

We’re committed to maintaining trust, transparency, and a refined experience for everyone.

✅ Velzo — Prestige Redefined
Where every booking is secure, and every experience matters.