You can cancel or move your appointment until it starts. If you paid a deposit, the cancellation policy that you accepted when you booked decides if you get it back.
Where to cancel or move
- Use the link to manage your booking in your confirmation e-mail. The link works for 60 days. You do not need an account.
- Or open your bookings in app.pbw.life or in the pbw.life app.
You cannot cancel or move an appointment after its start time.
Cancel an appointment
- Open your booking and choose Cancel.
- Read the policy line and confirm.
You can always cancel before the start time, also late. The policy only decides what happens to your deposit. If a late cancellation means you lose your deposit, the pbw.life app warns you first.
You get a cancellation e-mail. The studio is told.
Your deposit when you cancel
- You cancel on time, before the deadline in the policy: you get the full deposit back. Cancelling exactly at the deadline counts as on time.
- You cancel late and the studio’s policy refunds late cancellations: you get the full deposit back.
- You cancel late and the studio’s policy keeps the deposit on a late cancellation: the studio keeps the deposit.
- You do not come to the appointment: the studio keeps the deposit.
- The studio cancels your appointment: you always get the full deposit back.
A refund is always the full deposit. It goes back to the payment method you used. You get an e-mail and, in the pbw.life app, a push notification when the refund is made.
If you booked without accepting a cancellation policy, there is no automatic refund. Contact the studio.
Move an appointment
- Open your booking and choose Reschedule.
- Pick a new day and time with the same specialist.
The studio sets how often you can move an appointment and until when you can move it freely. Your booking shows how many moves you have left and until when a move is free.
If you want to move inside that time, one of two things happens, depending on the studio:
- You cannot move it online. Contact the studio.
- You can move it, but you see a warning first: after the move, your deposit can no longer be refunded.
Moving does not reset the deadline. The deadline for a refund stays counted from the earliest appointment time you had.
You get an e-mail with the new time. If moving does not work in the app, use the link in your confirmation e-mail.
The studio moved your appointment
The studio can move your appointment to another time. You get an e-mail. In the pbw.life app you also see a notice.
If the new time does not suit you, decline it. Use Decline new time in the pbw.life app, or use the link in your original confirmation e-mail. The appointment is cancelled and you get the full deposit back.
If you do nothing, the new time stays.
Group bookings
A booking of several services or several people cannot be moved. If you paid one deposit for the group, you can only cancel the whole group, with Cancel entire group in the link from your e-mail.
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