Cancellation Policies

Understand how cancellations work on SwissVillage. Providers choose their policy, and both parties agree to terms before any service begins.

Platform Reminder

SwissVillage is a non-profit intermediary platform, an initiative of the Swiss employment agency, and does not process payments or enforce refunds. Cancellation policies are guidelines that users agree to follow. Any disputes should be resolved directly between parties or through our dispute resolution process. Report a Dispute

Standard Policies

Flexible
flexible
Best for services that can be easily rescheduled
More than 24 hours before100% refund
Less than 24 hours before50% refund
No-showNo refund

Best For:

Tutoring sessionsConsulting callsOnline services
Moderate
moderate
Balanced policy for most service types
More than 48 hours before100% refund
24-48 hours before50% refund
Less than 24 hours beforeNo refund

Best For:

Home servicesPersonal trainingPhotography
Strict
strict
For services requiring significant preparation
More than 7 days before100% refund
3-7 days before50% refund
Less than 3 days beforeNo refund

Best For:

EventsConstruction workCustom projects
Custom
custom
Provider sets their own terms in the service agreement
VariesAs agreed in writing

Best For:

Complex projectsOngoing contractsUnique services

How Cancellations Work

1
Contact the Provider
As soon as you know you need to cancel, message the provider through the platform. Explain your situation and propose a resolution (refund, reschedule, etc.).
2
Negotiate in Good Faith
Both parties should work together to find a fair resolution. Keep the provider's cancellation policy in mind, but remember circumstances may warrant flexibility.
3
Confirm in Writing
Once agreed, confirm the cancellation terms in the chat. This creates a record of what was agreed upon in case of future questions.

Cancellation Message Templates

For Seekers (Clients)
Hi [Provider Name], I'm writing to request a cancellation of our scheduled service on [Date]. Unfortunately, [brief reason - e.g., "I have a schedule conflict" or "my circumstances have changed"]. I understand your cancellation policy is [Flexible/Moderate/Strict]. Given the timing, I believe a [full refund/partial refund/reschedule] would be appropriate. Would you be open to [proposed resolution]? I apologize for any inconvenience this may cause. Thank you for your understanding, [Your Name]
For Providers
Hi [Client Name], Thank you for letting me know about the cancellation request for our scheduled service on [Date]. Based on my [Flexible/Moderate/Strict] cancellation policy and the timing of your request, I can offer [proposed resolution - e.g., "a full refund" or "to reschedule to a mutually convenient date"]. Please confirm if this works for you, and I'll process accordingly. Best regards, [Your Name]

Frequently Asked Questions

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