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Refund Policy

Effective date: July 29, 2026 · Last updated: August 11, 2026

Refunds around JustBook mean two very different things, and this page keeps them clearly separated:

  1. Your JustBook subscription — what the Business pays us for the software.
  2. Payments between a Business and its Clients — deposits and payments for appointments, where JustBook provides the tooling but is not a party to the transaction.

This page uses the defined terms from our Terms of Service.

Part 1 — Refunds on your JustBook subscription

This part is for the Businesses that pay for JustBook.

The short version: the free trial is there so you can decide before you pay. Beyond the free trial, refunds aren’t guaranteed.

  • Setting up costs nothing, and there’s no clock on it. No card is needed to sign up, and nothing bills while you build your page. You only reach a payment method when you’re ready to go live.
  • Your free trial starts when you publish. Going live starts the trial (currently 30 days) and is the point a card is required. Nothing is charged during the trial, so if you cancel before it ends you pay nothing at all. The trial is the time to decide — and because it starts at publish, you get the full trial with a real booking page running, not a trial spent setting up.
  • After the trial, fees already paid aren’t automatically refundable — monthly or annual. Cancel any time: you keep access to the end of the period you’ve paid for, and we don’t charge you again after that.
  • But ask us. If something’s genuinely wrong, email us and tell us what happened. We review every request case by case, monthly and annual alike, and we aim to be fair. Any refund is at JustBook’s discretion.
  • Billing errors are always refunded in full — but you’ll need to tell us. A double-charge, or a charge after you cancelled, gets fixed promptly and in cash, not credit. That part isn’t discretionary. We don’t always spot these on our own, so tell us through our contact form (choose Billing) — or email support@justbookapp.com — and we’ll sort it out.
  • Plan changes. Upgrades are charged pro-rata immediately. Downgrades take effect at your next billing cycle. When a change results in unused value, Stripe issues it as a credit on your JustBook account, automatically applied to your future invoices. It isn’t a cash refund, and it doesn’t expire.
  • Add-ons. Message-credit packs are one-time purchases and are non-refundable once bought; credits stay on your account until used. The extra-storage add-on is a monthly subscription you can cancel any time (effective end of period); it also ends automatically if your main subscription is cancelled.

To cancel: Settings → Billing in your admin portal, or ask us through the contact form or at support@justbookapp.com.

Part 2 — Refunds between a Business and its Clients

This part is for Clients — and for Businesses explaining how the tooling works.

JustBook is not a party to payments between a Business and its Clients. Client payments go directly to the Business’s own Stripe account — JustBook takes no commission and never holds Client money. Each Business sets its own deposit, cancellation, and refund policy; JustBook provides the tools that publish and enforce it consistently.

If you’re a Client seeking a refund, the Business you booked with is who to contact. JustBook cannot refund money it never held.

Here’s how the tooling works, so both sides know what to expect:

Deposits

A Business may require a deposit to confirm a booking — either a percentage of the appointment total or a flat amount, set by the Business and shown before you pay. Your booking is confirmed once the deposit is paid; if a deposit isn’t paid within the Business’s payment window, the booking is automatically cancelled and nothing is charged.

The cancellation refund ladder

Each Business configures refund rules of the form “cancel at least N hours before the appointment → get X% back.” For example, a Business might set: 48+ hours = 100% back, 24–48 hours = 50%, under 24 hours = no refund. The percentages, the time windows, and whether a deposit is required at all are the Business’s choices.

  • Refund percentages apply to everything you’ve paid towards the appointment, not only the deposit. If you paid a deposit and then settled the balance, a 50% rung returns 50% of the total you paid — not 50% of the deposit alone. (Tips are the one exception; see below.)
  • When a Client cancels through the booking page, the refund amount is shown before confirming, and the refunded portion is returned automatically to the original payment method through Stripe.
  • If a booking was partly paid with loyalty points or a prepaid package session, those are returned on the same terms: points are restored at the same percentage, and — if the Business has package restore enabled — a package session is restored whenever the cancellation qualifies for a refund under the Business’s ladder.

Tips

A tip is for the person who did the work, not for the Business’s policy to give away — so tips sit outside the refund ladder entirely. The percentages above apply to what you paid for the appointment; a tip you added is not included and is not returned automatically, including on a 100% refund. The same is true when an appointment is marked as a no-show.

A Business can choose to return a tip — its staff can do so deliberately, and the tooling records it — but that is the Business’s discretion, not something the ladder does on its own.

No-shows

If a Business has a no-show policy, it may keep some or all of the deposit (a percentage it configures) when a Client doesn’t show up; the rest of what you paid is refunded. Businesses can reverse a mistaken no-show, returning what was kept.

The Business’s discretion

A Business’s staff can always refund more than the policy requires — a goodwill refund is a few clicks, and the tooling records the reason. That discretion is also the route by which a tip can be returned. Cash and in-person payments are recorded in JustBook for bookkeeping, but the money itself changes hands in person.

Disputes

Questions or disagreements about a charge, a service, or a refund decision are between the Client and the Business, resolved under the Business’s policy and applicable consumer law. Card disputes (chargebacks) are handled through Stripe on the Business’s account. JustBook will assist with records where appropriate, but doesn’t arbitrate Business–Client disputes.

Contact

  • Businesses, about your subscription: use our contact form, or email support@justbookapp.com.
  • Clients, about a booking payment: contact the business you booked with directly — their details are on your booking confirmation.

JustBookApp LLC, a Georgia limited liability company