Last updated: October 1, 2026

Cancellation Policy

At Wisdom, we want cancelling a booking to be simple and for both parties to know in advance what happens to the deposit.

The conditions mainly depend on three factors: who cancels, how much time remains before the service starts, and whether the service has already begun.

This Policy applies together with Wisdom's Booking Policy and Terms. The Service is contracted between the Client and the Provider; Wisdom manages the reservation and economic movements as an intermediary. Applying a cancellation, refund or retention does not mean assuming the work or guaranteeing its result.

While a booking is in requested or accepted status, it may be cancelled in accordance with the following rules.

If the cancellation is made outside the last-minute period, the client receives a full refund of the deposit, regardless of whether the cancellation is made by the client or the professional.

If the professional had not yet accepted the request, the client also receives a full refund of the deposit.

When a request expires because the professional has not accepted it within the available period, Wisdom will cancel the request and refund the deposit to the client.

A last-minute cancellation is one made within the period closest to the scheduled start of the service.

This period is equivalent to 33% of the time between the moment the booking was created and its scheduled start time, subject to the following limits:

* It will never be less than 1 hour.

* It will never be more than 24 hours.

For example, if the 33% rule results in 8 hours, the final 8 hours before the service are considered the last-minute period.

If the calculation results in 30 minutes, the minimum of 1 hour will apply.

If it results in 30 hours, the maximum of 24 hours will apply.

Bookings that do not have a defined start date and time do not have a last-minute period.

Outside the last-minute period, the client receives a full refund of the deposit.

If the client cancels within the last-minute period, the deposit is not refunded.

The rule governs the booking commitment and intermediation costs. The retained deposit does not constitute guaranteed compensation for the Service Provider and is not automatically allocated to them; its allocation is governed by Wisdom’s financial breakdown. Legal rights of withdrawal and other mandatory rules take precedence over this rule.

If the scheduled start time has already passed and the booking remains accepted without having started, a cancellation attributable to the client also does not entitle them to a refund of the deposit.

If the professional cancels a booking, the client receives a full refund of the deposit.

Where the cancellation occurs during the last-minute period or after the scheduled start time, Wisdom may record a reliability incident on the professional’s account.

Accumulation of this type of incident may have consequences for the account in accordance with Wisdom’s rules.

When the service time has arrived and one of the parties does not show up, the “No-show” option may be used.

If the client does not show up

The booking will move to review.

If the client’s no-show is confirmed, the booking will be cancelled and the deposit will not be refunded.

If the professional does not show up

The booking will move to review.

If the professional’s no-show is confirmed, the client will receive a full refund of the deposit and Wisdom may record a reliability incident on the professional account.

Wisdom may review the available information before determining that a no-show occurred.

Once the service has started, an ordinary cancellation no longer applies.

If either party wants to stop or cancel the service at that point, the booking will normally move to dispute.

Wisdom may review the work that the parties declare completed, times, communications and relevant evidence to manage the amounts of the reserve. It will request reasonable explanations from both parties and may facilitate an agreement, without technically certifying the quality of the work or definitively resolving its civil liability.

For this reason, a cancellation during the service does not automatically imply a full refund or the automatic loss of the entire amount.

If a booking has a defined date and time, remains accepted, and neither party takes any action after the scheduled start, Wisdom will send reminders to prevent it from remaining open indefinitely.

These notices may be sent approximately:

1 hour after the scheduled start.

24 hours later.

72 hours later.

If 7 days pass from the scheduled start time without the service having started or a modification, dispute, or no-show report having been recorded, Wisdom may automatically cancel the booking.

In that case, the client will receive a full refund of the deposit and a reliability incident may be recorded on the professional’s account for abandoning the booking.

If there is a disagreement regarding a cancellation, no-show, or service that has already started, either party may use the reporting or dispute tools available in Wisdom.

While a booking is in dispute, its normal operation is suspended until the situation is resolved or the person who opened the dispute decides to withdraw it.

Wisdom may apply justified and proportionate operational measures, such as temporarily maintaining a pending transfer, settling the amount due or processing a total or partial refund. It will communicate the result and the possibility of requesting a review from support. This assistance does not constitute arbitration or formal mediation and does not prevent claims before authorities or courts.

Whenever it is reasonable and safe to do so, we recommend first trying to clarify the situation through Wisdom chat so that the conversation remains recorded.

Each session of a recurring booking is treated as an independent booking once it has been generated and its deposit has been charged.

Therefore, if a recurring session has already been confirmed and is subsequently cancelled, the same cancellation rules as for any other booking will apply.

Ending a recurrence does not automatically cancel sessions that are already confirmed.

When ending a series:

No new sessions will be created.

Sessions already generated will remain active.

If the client or professional also wishes to cancel those sessions, they must manage them individually.

This prevents ending a recurrence from being used to circumvent the cancellation conditions of bookings that had already been confirmed.

The client and professional may request a temporary pause of a recurring series.

The pause must normally be requested at least 7 days in advance and requires acceptance by the other party.

An accepted pause prevents new sessions from being generated during that period.

However, sessions that have already been created or those beginning within the next 7 days are not automatically cancelled and must be managed individually.

When a professional schedules holidays at least 7 days in advance, recurring sessions that have not yet been generated and fall within that period will be skipped without penalty.

If confirmed sessions already exist within the holiday period, Wisdom may cancel them on behalf of the professional and refund the deposit to the client.

If the holidays are communicated less than 7 days in advance, the affected sessions may be considered cancellations attributable to the professional for the purposes of their reliability metrics.

Wisdom will never automatically move a confirmed session to another date without the client’s acceptance.

Where a refund applies, Wisdom will normally process it to the same payment method used to make the deposit.

Wisdom may issue the refund immediately, but the time it takes to appear again in the client’s account also depends on the payment provider and financial institution.

The app will show the status of the refund when it is available. Full or partial refund refers to the reservation amounts affected and is not equivalent to general coverage for personal damage, property damage or loss of income. Nor does it in itself constitute a waiver of other claims against the person responsible nor does it limit Wisdom's own obligations.

As a general rule:

Cancellation with sufficient notice: full refund.

Client cancels at the last minute: the deposit is not refunded.

Professional cancels: full refund to the client.

Client does not show up: if confirmed, the deposit is not refunded.

Professional does not show up: if confirmed, full refund to the client.

Cancellation after the service has started: reviewed through a dispute.

Ending a recurrence: stops future sessions but does not cancel those already confirmed.

Wisdom may individually review extraordinary situations, technical errors, possible fraud, security issues, force majeure, or other circumstances that cannot reasonably be resolved by automatically applying the rules above.

Any decision will take into account the evidence, accepted conditions and applicable regulations. Exceptional commercial aid requires express and documented concession for the case; It does not generate a general guarantee of the Service or of collection to the Provider. Wisdom does not replace the Provider in the compensation that legally corresponds to it.

Nothing in this Policy limits any legal rights that users may have and that cannot be excluded by contract.

If you have any questions about a cancellation, refund, no-show, or dispute, you can contact the Wisdom support team through the application.

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