Version: 1.2
Effective date: 12 June 2026
Last updated: 8 August 2026
Governing law: Barbados
Forms part of: Terms of Service
This policy applies to Bookings made through the Nexus mobile app. Amounts are in Barbados Dollars (BBD).
Nexus uses a third-party payment processor (identity disclosed at checkout). Depending on the Booking stage, a cancellation may release an uncaptured authorisation (you were never charged) or refund a captured payment to your original payment method.
When you can cancel in the app
The app offers a Cancel action while the Booking is still accepted or paid (before the Provider marks work as in progress).
Once the Booking is in progress, pending verification, disputed, or completed, the in-app Cancel action is not available. After work has started, use the 24-hour Dispute Window after Completion Evidence (or auto-submission) — see Disputes — or contact support through the in-app support chat.
Consumer cancellations
| Timing | Outcome |
|---|---|
| Before the Provider accepts the Booking | Any card authorisation is released. You are not charged. If a charge had already been captured in error, you receive a full refund of the amount paid. |
| Appointment start passes while still awaiting Provider acceptance (status pending) | Booking is automatically cancelled. Any card authorisation is released (you are not charged). |
| After acceptance, before the Provider commences work (status accepted or paid) | Full refund of the Gross Amount (or release of any remaining authorisation) to your original payment method. Cancel in-app. |
| After work has commenced (status in progress or later) | In-app cancel is not available. Raise a dispute within the 24-hour Dispute Window after Completion Evidence is submitted, or contact support. Refunds (full or partial) are decided through the Platform dispute process and may reflect work already performed and materials committed. |
| Provider no-show (Provider fails to commence within 24 hours of payment) | Booking is automatically cancelled. Full refund of the Gross Amount to your original payment method — no action required (bank/card processing may take several business days). |
There is no separate “more than 24 hours before the slot” or “less than 2 hours before the slot” late-cancel fee schedule. Entitlements follow the booking stage table above (and your statutory rights).
Provider cancellations
If the Provider cancels after acceptance, you receive a full refund of the Gross Amount unless you and the Provider agree otherwise through the Platform.
Refund timing
- Authorisation release (pre-charge): usually appears as a hold dropping off; timing depends on your bank/card issuer.
- Refund (after capture): returned to your original payment method via Nexus's payment processor. Bank or card processing may take several business days.
- Nexus does not charge a fee for refunds.
Disputes
If you believe a cancellation outcome or refund amount is incorrect:
- Raise a dispute within the 24-hour Dispute Window after Completion Evidence is submitted (or auto-submitted); or
- Contact support through the in-app support chat.
Statutory rights
This policy does not limit your rights under the Consumer Guarantees Act, Cap. 326E, or the Consumer Protection Act, Cap. 326D.
Published at /cancellation — cross-linked from the Terms of Service. Source of truth in repo: docs/legal/CANCELLATION_POLICY.md. Republish the marketing site after edits (see HOSTING.md).