HeyDoWhat Refund and Cancellation Policy

Publication Date: September 9, 2026 Last Updated: September 9, 2026

1. Scope, Defined Terms, and Controlling Records

This Refund and Cancellation Policy (this Policy) supplements the HeyDoWhat Terms of Service (the Terms) and governs the consumer-facing remedy hierarchy for a Booking. Capitalized terms not defined here have the meanings in the Terms. Product and payment-method availability are identified in the applicable purchase flow. A limitation of a workflow does not eliminate a remedy HDW owes for an accepted Booking under the Terms, this Policy or applicable law.

For this Policy:

• Direct OPM means an eligible full or partial return of the externally paid portion of a Booking directly to its Original Payment Method.
• Purchase Timestamp means the single server-recorded transaction- commitment timestamp for the Booking.
• Immutable Effective Service Deadline means the actual session or start time, or the Generic expiration deadline, preserved in the Booking's pre-purchase disclosure record. For the Generic fixed-deadline exception in Section 7, the deadline is the end-of-day expiration determined under Terms Section 5.19, including for a rolling Generic expiration; an earlier Merchant closing time or redemption restriction does not replace that timestamp. A Time-Specific scheduled start remains distinct from its end-of-day expiration.
• Terminal Direct-OPM Failure exists only when both the provider reports a final terminal outcome after permitted processing and HDW records that final terminal outcome. The purchase record and the material terms actually disclosed and accepted before purchase identify the controlling transaction, subject to the Terms, this Policy and applicable law. HDW's retained record must identify, as applicable, the Booking, Merchant, Product, tender allocation, Purchase Timestamp, stated time zone, rule version, fixed-deadline facts, status, fee version and relevant event times. HDW must preserve the original transaction record and the history and basis of a correction.

A browse, cart or unpaid reservation does not by itself complete a purchase. A later Listing edit, confirmation display or administrative record does not retroactively change the terms accepted for a completed Booking. A retained record does not bind a Consumer to materially different terms that were not validly disclosed and accepted, or conclusively establish a disputed fact. An apparent error or conflict must be evaluated using reliable available evidence, including evidence of the actual checkout disclosure, purchase and payment outcome. A screenshot, message or other item does not amend the transaction merely because it is submitted, but may be considered for its actual evidentiary value. Non-waivable law controls over a conflicting term.

2. Pre-Purchase Disclosure and Remedy Order

Before commitment, HDW will display the material Product-specific terms required by the applicable product template and law, including the Merchant, Product, date or validity period, material restrictions, cancellation deadline, time zone, cancellation outcome, no-show treatment, total price, Consumer Platform Service Fee, Taxes, tender allocation, and links to the Terms, Consumer Fee Schedule, and this Policy.

Each affected Booking is assessed in this order: (1) HDW payment or Platform error; (2) Merchant cancellation or verified Merchant nonperformance; (3) a lawful reschedule or substitution; (4) an eligible timely Consumer cancellation; (5) ordinary Generic Deal expiry; and (6) another lawful transaction-specific rule. A Merchant-selected Listing rule cannot override an HDW-error, Merchant-cause, or mandatory-law remedy.

The remedy uses the actual source tender recorded for the Booking. Resolution under one category does not create a second recovery for the same payment, Wallet, Fee, Tax, or loss. HDW may request information reasonably necessary to verify cause, but may not use a procedure to defeat a non-waivable right.

3. HDW Payment or Platform Error

If an affected charge, duplicate charge, cancellation or remedy error resulted from an HDW payment or Platform error, HDW will promptly void or reverse the affected charge when possible or initiate Direct OPM for the eligible externally paid amount. HDW does not require an interim Bucket A substitute for that cause.

For a complete unwind, HDW returns the full Consumer Platform Service Fee and corresponding Fee Tax under the Consumer Fee Schedule. For a partial unwind, HDW returns the proportional Fee and Fee Tax. Bucket A used for the affected portion restores to Bucket A. Bucket B restores to its exact original Reward Point lot or lots with the original economic basis, expiration and remaining attributes; an already expired lot remains expired unless applicable law requires otherwise. A failed external return is governed separately by Section 5. The Merchant does not reimburse a Fee returned solely because of HDW cause.

4. Merchant Cancellation and Verified Merchant Nonperformance

If a Merchant cancels a confirmed Booking or HDW verifies that the Merchant did not perform all or a material part of the Merchant Offering, the Consumer receives the remedy required by law, the Terms, this Policy, and the Transaction Snapshot. Direct OPM applies to the eligible externally paid portion of the affected Booking. It does not turn an ordinary voluntary cancellation, Generic Deal expiry, promotional benefit, or unrelated Wallet balance into a cash-out right.

Bucket A used for the affected portion restores to Bucket A. Bucket B restores to the exact original immutable Reward Point lot or lots, including each lot's original economic basis, expiration, and remaining attributes. A coupon, discount, or promotion receives the cause-specific treatment in its terms and the transaction record.

The Consumer Platform Service Fee and corresponding Fee Tax receive the full or proportional Merchant-cause return in the Consumer Fee Schedule. HDW's recovery, reimbursement, indemnity, processor-cost, or collection posture against Merchant is not a condition of and does not delay the Consumer remedy.

5. Terminal Direct-OPM Failure and Voluntary Bucket A Election

A pending, delayed, retryable, unobserved, or merely inconvenient return is not Terminal Direct-OPM Failure. Until the required final provider outcome is recorded, the Direct OPM obligation remains open.

Only after Terminal Direct-OPM Failure may the Consumer affirmatively and voluntarily elect to receive the eligible failed external amount as Bucket A. The election must be unbundled and recorded after the terminal state. It may not be inferred from silence, a preselected setting, an account preference, a prior general Wallet choice, ordinary account use, or the cancellation request. The elected Bucket A replaces, and is not in addition to, the same failed external return. It does not alter separate Bucket A or Bucket B restoration or create a cash-out right.

This Policy does not promise that a particular provider can attempt, observe, record, complete, reverse, transfer, or settle a Direct OPM return on a fixed schedule. Provider status requires authoritative transaction evidence.

6. Consumer-Initiated Cancellation and No-Show

The standardized product rule and immutable pre-commit disclosure govern an ordinary Consumer change of mind, booking error, inability to attend, no-show, late arrival, or early departure, subject to this Policy and law. The disclosure must state whether the supported outcome is no refund, Bucket A, Direct OPM, a Consumer choice, or another lawful remedy and must state the deadline, time zone, amount, Service Fee and Tax treatment, and material conditions.

For a valid full Consumer-policy refund, HDW returns the full Consumer Platform Service Fee and corresponding Fee Tax under the Consumer Fee Schedule. For a valid partial Consumer-policy refund, HDW returns the same proportion of that Fee and Fee Tax as the proportion of Fee-Base consideration returned. For a late or nonrefundable outcome with no return of Fee-Base consideration, the Fee remains charged unless law or an express HDW accommodation requires otherwise.

A Merchant may not add an undisclosed restriction by free text, message, signage, receipt, staff instruction, or off-Platform document. A Consumer does not receive an undisclosed OPM return merely because cancellation is permitted, and HDW will not silently replace a disclosed Direct OPM remedy with credit.

7. Generic Cancellation Period and Time-Specific Policies

Generic Bookings

Unless a valid fixed-deadline exception applies or non-waivable law provides otherwise, HDW's contractual twenty-four-hour cancellation period runs from the Purchase Timestamp for an eligible Generic Booking. The right remains subject to the Terms and this Policy's applicable prior-use and partial-cancellation rules; a Merchant's nonrefundable or Final Sale label or failure to display a required disclosure does not by itself remove it.

The fixed-deadline exception applies only when the pre-purchase disclosure records the applicable Generic Immutable Effective Service Deadline, time zone, governing rule version and resulting cancellation deadline. A rolling Generic expiration qualifies only when its computed timestamp is less than twenty-four hours after the Purchase Timestamp. The calculation is Immutable Effective Service Deadline minus Purchase Timestamp:

1. Less than twenty-four hours excludes this contractual cancellation period;
2. exactly twenty-four hours remains eligible; and
3. more than twenty-four hours remains eligible.

The recorded time zone governs this calculation, including daylight-saving transitions. This exception does not remove the ordinary Generic-expiry treatment in Section 8 or an independently applicable remedy.

Time-Specific Bookings

The Merchant selects the ordinary Consumer cancellation and no-show policy for the Listing through the applicable HDW Product Template. Supported choices may include a cooling-off period, a cancellation cutoff before the scheduled service or a lawful nonrefundable outcome. No automatic HDW twenty-four-hour post-purchase cancellation period applies to a Time-Specific Booking. The selected policy remains subject to the Terms, this Policy and law.

The policy must be clearly disclosed before purchase, including the applicable deadline and time zone, material conditions, and the form and amount of any remedy, Service Fee and Tax treatment. HDW must not accept a new Booking until that required policy information has been disclosed. Missing information is not agreement to nonrefundability and does not by itself waive an otherwise applicable right. Section 6 governs the disclosed ordinary cancellation or no-show outcome and its fee treatment.

Existing Bookings and Independent Remedies

The policy and cancellation rights applicable when the Booking was purchased remain fixed for that Booking. A later template change, Merchant policy change or reschedule may not retroactively remove a granted right. The original and later records must be preserved; a lawful agreed change and any more protective treatment required by those records or law remain effective. The absence or expiry of an ordinary cancellation period does not remove an independently applicable remedy for HDW error, Merchant cancellation or verified nonperformance, a lawful reschedule or substitution, or non-waivable law under this Policy and the Terms.

8. Ordinary Generic Deal Expiry

When an ordinary Generic Deal expires unredeemed at the end-of-day deadline under Terms Section 5.19, one hundred percent of the amount actually paid for the Deal converts to non-expiring Bucket A, including the Product amount, Consumer Platform Service Fee, applicable Taxes, and any Bucket A tender actually applied. Bucket B used for the Deal restores to the exact original immutable lot or lots with each lot's original economic basis, expiration, and remaining attributes.

This is not Direct OPM, a cash refund, a Merchant-cancellation or nonperformance remedy, provider-cost recovery, or an automatic fallback after Direct OPM failure. It does not return the Service Fee under the Consumer Fee Schedule, create Merchant responsibility for that Fee, eliminate a separately applicable statutory or Merchant-cause remedy, or authorize revaluation of a historical Reward Point lot using current configuration.

9. Quantity Within a Booking and Partial Allocation

One completed checkout creates one Booking, regardless of the quantity purchased. Any partial redemption, cancellation, refund or restoration must remain allocated to that Booking and its original quantity and payment sources. A payment capture or redemption does not by itself eliminate an otherwise applicable cancellation or refund right for an unredeemed portion under the terms disclosed at purchase or Applicable Law.

An eligible partial remedy receives the corresponding allocation of Direct OPM, source Wallet restoration, Consumer Fee return and Tax treatment under this Policy. For each original Booking component, the total amount actually returned or restored, net of a valid reversal or correction of that return or restoration, may not exceed the amount due for that component under the applicable remedy and the corresponding original Booking total. A failed or reversed return does not count as completed satisfaction; a later successful correction or replacement must be accounted for without duplicate satisfaction. This is a limit on satisfaction of the original transaction components, not a gross-processing limit that prevents a valid correction or a limit on a separately available remedy under the Terms or applicable law. It does not create a debit, Wallet-reduction or repayment right that the Terms and law do not otherwise provide. The supported process must preserve the original transaction and allocation records. This Section does not independently create a right to divide a Booking or partially redeem or cancel it beyond the governing Product terms and Applicable Law.

10. Rescheduling, Substitution, Force Majeure, and Partial Performance

A Merchant may reschedule or substitute only as permitted by the pre-purchase disclosure, this Policy, and law. A material change requires a clear, informed, Booking-specific Consumer election when law or the disclosed terms require it. A general acceptance, silence, or prechecked option is not agreement to a reduced remedy. Merchant Force Majeure does not eliminate a Consumer remedy or permit Merchant to relabel avoidable overbooking, staffing, financial, license, or subcontractor problems as uncontrollable events.

For verified partial nonperformance, the remedy is proportionate to the affected unfulfilled portion unless law or the Transaction Snapshot requires a greater remedy. A check-in, scan, no-show label, or Merchant statement is evidence, not conclusive proof of complete performance.

11. Unauthorized Transactions, Chargebacks, and Duplicate Recovery

A Consumer retains rights under law and the applicable payment-method agreement. HDW may investigate an apparent duplicate, unauthorized transaction, fraud event, or chargeback using transaction, security, redemption, and support records and may provide relevant records to the provider or issuer.

A Consumer must not knowingly obtain duplicate satisfaction for the same loss. A processor or issuer outcome does not erase an independent amount still owed, but an authoritative recovery reduces the same outstanding component. HDW does not impose a cash debt, negative Bucket A, cross-account seizure, or punitive fee merely because a Consumer requests review or exercises a lawful dispute right.

12. Promotions, Taxes, and Merchant Financial Separation

Coupons, discounts, promotions, and Reward Points follow their applicable terms and transaction record. They are not cash or transferable tender except where law requires otherwise and do not create an unstated refund right.

Taxes and fees receive the treatment required by law, the Consumer Fee Schedule, and the transaction record. This Policy does not decide whether Bucket A or Bucket B may satisfy an itemized Tax and does not publish an internal tax-routing rule. Checkout must display the supported tender and amount due before commitment.

This Policy states Consumer remedies only. It does not allocate Marketplace Fees, Processing-Cost Recovery, transfers, reversals, reserves, offsets, or other Merchant financial obligations. Those matters cannot delay or reduce the Consumer remedy.

13. Review Requests, Records, and No Fixed SLA

A Consumer may request review through the supported Platform method or at support@heydowhat.com and should identify the Booking, Merchant, approximate date, reason, and relevant records. HDW may request information reasonably necessary to evaluate the request. An ordinary support request does not by itself replace the formal notice of dispute under Terms Section 17. A submission that satisfies that Section's applicable notice requirements is not disqualified merely because it is labeled a support or refund request. A review request does not suspend a legal deadline unless applicable law, the Terms or a binding agreement provides otherwise.

HDW's administrative determination governs Platform administration but does not bind a court, arbitrator, issuer, regulator, or another lawful decision- maker. This Policy does not promise a fixed response, investigation, refund-arrival, provider or bank service level. That statement does not excuse a deadline or other timing obligation imposed by applicable law or expressly stated in the Terms or this Policy.

14. Changes, Precedence, and Survival

A prospective Policy change requires the notice, version, assent, and transaction-snapshot treatment in the Terms and law. It does not retroactively alter a completed Booking. Mandatory law controls, followed by the Terms, the Consumer Fee Schedule for the Fee it governs, this Policy, the standardized Product rule, and the immutable Transaction Snapshot. A more specific valid Consumer protection controls only the matter it expressly governs.

Sections concerning accrued remedies, transaction and assent records, Direct OPM, Wallet restoration, Fee and Tax correction, no duplicate satisfaction, disputes, and mandatory rights survive as their nature requires.