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Cancellation and Refund Policy

Book For Look — operated by Buzmasol (Pvt) Ltd

Last updated: 15 September 2026

This policy explains when you can cancel a booking, how much you get back, and how long a refund takes. It forms part of our Terms and Conditions and should be read with them.

1. Who this policy applies to

It applies to every booking made and paid for through Book For Look — the website at bookforlook.pk, the corporate site at bookforlook.com, and the customer and provider apps. Sections 2 to 9 are written for customers. Section 10 explains how refunds affect providers.

Book For Look is a marketplace. We collect payment for bookings and apply this policy to every provider on the platform, so the rules are the same wherever you book.

2. The refund schedule

How much you get back depends on when you cancel, measured against your appointment time. The same schedule applies to every provider on the platform.

-12 hours or more before the appointment - 100% of the amount paid

-Between 12 hours and 1 hour before - 90% to 50% of the amount paid

-Less than 1 hour before - No refund. If something serious stopped you, contact support — see below.

-You do not attend (missing appointment) - No refund. If something serious stopped you, contact support — see below.

The time is taken from when you confirm the cancellation in the app or on the website, not from when you decided to cancel or called the provider. The schedule is shown on the listing and in the checkout summary before you pay, and again in your booking confirmation.

Exceptional circumstances

Life does not always fit a schedule. Where a cancellation is caused by something clearly outside your control — a medical emergency, a bereavement, an accident — our support team may approve a refund beyond what the table allows. Contact us with your booking ID, explain what happened, and send anything that supports it.

These decisions are made case by case, on the facts, and are not a right you can rely on or a reason to cancel late. Where we approve a refund of this kind, Book For Look absorbs the cost out of our commission — the provider still receives the share they earned under the schedule above.

3. Situations where you always get a full refund

Some cancellations are not your fault, and the schedule above does not apply to them. You receive 100% back when:

  • the provider cancels the booking, or cannot deliver the service at the booked time;
  • the provider is closed, unreachable at your appointment time, or does not have the staff available;
  • the provider refuses the service on safety grounds — for example a treatment that would be unsafe for your skin or medical situation;
  • the service listing contained a significant error in price, duration or description, and the booking is cancelled because of it;
  • your payment was taken but the booking was never confirmed;
  • you were charged twice for the same booking.

The last two are processed automatically once our system detects them — you do not need to apply.

4. Rescheduling instead of cancelling

  • You can reschedule once, free of charge, up to 12 hours before your appointment, as long as the provider has a suitable slot.
  • Your payment carries across to the new time. No refund is due and nothing is charged again.
  • If you later cancel the rescheduled appointment, the schedule in section 2 applies, measured against the new appointment time.
  • If you need to move an appointment a second time, cancel it and book again. The schedule in section 2 will apply to the cancellation.
  • If something has gone wrong — you are running late, the window has already closed, or you cannot find the option in the app — contact the provider directly on the number in your booking confirmation, or contact our support team. Many providers will move an appointment as a courtesy even when they are not obliged to, and we will help arrange it where we can.

5. Late arrival and no-shows

Personal-care appointments are booked in slots, and a late start usually cannot be absorbed without affecting the customer after you.

  • If you arrive late, the provider may shorten the service to fit the remaining time, at the full price.
  • If you arrive too late for the service to be delivered at all, it is treated as a no-show and no refund is due.
  • If you know you will be late, call the provider using the number on your booking confirmation. Many will accommodate you if they can.

6. If you are unhappy with the service

If the service was not delivered, was materially different from what you booked, or fell well short of a reasonable standard, raise it with us rather than cancelling — the appointment has already happened, so the schedule in section 2 no longer applies.

  • Tell us within 48 hours of the appointment, through Help & Support in the app or the contact details in section 12, quoting your booking ID.
  • Include what happened and anything that supports it, such as photographs or messages.
  • We will put the complaint to the provider and review both accounts.
  • We will tell you the outcome within 7 working days.
  • Where the complaint is upheld we may refund you in full or in part, depending on what was actually delivered.

The 48-hour window matters because we hold the provider's payment until it passes. After that the provider has usually been paid, which makes a complaint harder to resolve — but we will still look at it, and you can still leave a review.

If your concern involves physical harm or a medical outcome, see a doctor first. Then tell us and the provider as soon as you are able.

7. How refunds are paid

Approval - We confirm the refund and the amount, and tell you by email, SMS or in-app notice.

We start it - Within 3 working days of approval.

Money reaches you - Usually 7 to 14 working days after that, depending on your bank or wallet provider. A refund to your Book For Look in-app wallet is credited immediately on approval as default.

Where it goes - Back instantly to your Book For Look in-app wallet (default) or to the exact payment method you used for the booking if you choose that instead.

  • Other than credit to your own Book For Look in-app wallet, we cannot refund in cash, to a different card, or to someone else's account. This is a payment security requirement, not our preference.
  • The final stage is in your bank's hands, not ours — this does not apply to wallet refunds, which reach you straight away. If the money has not arrived after 14 working days, contact us with your booking ID and we will trace it.
  • We do not charge a fee for processing a refund.

8. What is not refundable

  • Anything bought at the provider's premises that was not part of your booking — an added treatment, a retail product, a tip. That money never passed through Book For Look, so we cannot return it. Take it up with the provider directly.
  • A service you attended and received, where the complaint is about personal preference rather than the service falling short of what was booked.
  • A booking cancelled less than 1 hour before the appointment, or missed entirely.

9. If you disagree with a refund decision

  • Reply to our decision and ask for it to be reviewed. Send anything you think we missed.
  • If you are still not satisfied, ask for the matter to go to the Director.
  • Please come to us before raising a chargeback with your bank. A chargeback takes far longer than a refund, and we can usually resolve it faster ourselves.
  • Nothing in this policy affects any right you have under Pakistani law.

10. For service providers

  • We refund the customer first. A customer never waits for a refund because a settlement has already been paid to you.
  • If the refund relates to a booking you have already been settled for, we recover the amount from your next settlement. If no settlement is due, it becomes payable to us on request.
  • Settlement for a completed booking is released after the 48-hour complaint window closes. We may hold it longer while a complaint, suspected fraud or chargeback is investigated, and we will tell you why.
  • Where a chargeback arises because a service was not delivered, was delivered poorly, or was misdescribed in your listing, you are responsible for the amount and any fee charged to us.
  • Provider subscription plans and promotion credits are covered by clause 16 of the Terms and Conditions, not by this policy. They are non-refundable once active, except for duplicate charges or a failure on our side.
  • Where we approve a refund on exceptional grounds under section 2, we absorb the cost from our commission. Your earned share is not reduced.
  • Where a refund arises because of something on your side — you cancelled, could not deliver the service, arrived late, or the listing was wrong — the cost sits with you.
  • Repeated cancellations by a provider affect your listing and may lead to suspension.

11. Changes to this policy

We may update this policy as the platform develops. The current version is always published on the platform with the date it was last updated. Where a change is significant we will notify you before it takes effect. The version in force when you made a booking is the one that applies to that booking — a change never applies backwards.

12. How to contact us

Email - Support@bookforlook.com

Phone - +92 326 1399996

In app - Help & Support section of the Book For Look app

Post - Buzmasol (Pvt) Ltd, 3rd Floor, Plaza 47 Commercial Areas, Cavalry Ground, Cantt, Lahore, Pakistan

We acknowledge refund and cancellation queries within 24 hours on working days, and aim to resolve them within 7 working days. Always quote your booking ID — it lets us find the payment record immediately.

Refund Policy · Book For Look