HeyDoWhat Refund, Cancellation, No-Show and Redemption Policy

Publication Date: October 26, 2026 Last Updated: October 26, 2026

1. About this Policy

This Refund Policy (this Policy) supplements the HeyDoWhat Terms of Service (the Terms) and governs refunds, cancellations and no-shows for a Booking. Terms capitalized but not defined here have the meanings given in the Terms of Service. Fee and Fee Tax have the meanings given in the Consumer Fee Schedule.

For this Policy:

• Free Cancellation means an eligible cancellation made within the free-cancellation period: the period, if any, stated for a Booking before purchase during which you may cancel it for a full return of what you paid to the sources you paid from, as provided in Section 7.

• Deal means a Generic Booking as defined in the Terms.

• Time-Specific Booking means a Booking for a Time-Specific Product.

2. Terms before purchase and which refund rule applies

Before you commit to a Booking, HDW shows the total price, including the Consumer Platform Service Fee and Taxes, and the cancellation policy that applies to the Booking. A Product-specific term that is not shown at commitment, including a material restriction or a no-show rule, applies to a Booking only if it was displayed on the Listing before you committed.

A Merchant's cancellation policy cannot override a remedy for an HDW error, a Merchant cancellation or nonperformance, or a remedy required by law.

Eligible refunds return to the original payment method; Wallet funds return to their applicable source. In-App Credit used for a Booking returns as In-App Credit, and Reward Points used return as Reward Points with their original value and expiration; Reward Points whose expiration has passed remain expired unless applicable law requires otherwise. A loss is remedied once; you may not recover the same payment, Fee, Tax or loss twice.

3. If HDW makes a payment or Platform error

If HDW makes a payment or Platform error, HDW refunds the amount charged in error.

4. If the Merchant cancels or does not perform

If the Merchant cancels a Generic Booking, or HDW determines that the Merchant did not perform all or a material part of it, HDW refunds the affected amount. For a Time-Specific Booking, your remedy for a Merchant cancellation or nonperformance is the remedy required by applicable law and the terms disclosed for that Booking; HDW may provide more in its discretion.

5. If a refund to your payment method finally fails

If a return to your Original Payment Method finally fails, you may choose to receive that amount as In-App Credit instead. HDW does not promise a fixed refund, response or investigation time and does not control when your bank or card issuer posts a refund.

6. If you cancel, arrive late or do not attend

A Generic Booking follows the cancellation rule in Section 7 and the expiry rule in Section 8; a Merchant cannot replace or limit them. For a Time-Specific Booking, the cancellation and no-show policy disclosed before purchase, including any free-cancellation period, governs your cancellation, no-show or late arrival.

HDW returns the Service Fee and the corresponding Fee Tax when you cancel within your free-cancellation period, when you make a valid full Generic cancellation under Section 7, when the Merchant cancels your Booking, or when HDW otherwise determines that a full refund is due. On a partial refund, HDW may return all or part of the Service Fee in its discretion. The Fee and Fee Tax follow the source allocation and return form applicable to that cancellation. Fee amounts included in a credit remedy are not additionally returned in cash.

7. Free cancellation and cancellation for In-App Credit

Deals (Generic Bookings): Free cancellation for twenty-four hours, then cancellation for In-App Credit

A Deal is unused only if no part of it has been redeemed or used. You may cancel an unused Deal for a full refund within twenty-four hours after your purchase completes, unless the Deal expires less than twenty-four hours after purchase. Otherwise, you may cancel an unused Deal at any time before it expires for non-expiring In-App Credit equal to everything you paid for it, including the Service Fee and Taxes. Reward Points used for the Deal are restored, not converted to credit. A cancelled Booking cannot be redeemed.

Scheduled bookings (Time-Specific Bookings): Free cancellation until your deadline, if offered

A Time-Specific Booking has a free-cancellation period only if one is disclosed for that Booking before purchase, on the conditions disclosed with it. The period begins when your purchase completes.

Your existing Booking rights and other remedies

The cancellation rights disclosed when you purchased a Booking remain fixed for that Booking.

8. An unused Deal converts to In-App Credit automatically at expiry

If a Deal expires unused, everything you paid for it, including the Service Fee and Taxes, converts automatically to non-expiring In-App Credit. Reward Points used for the Deal are restored.

9. Quantities and partial refunds

A cancellation or refund right for part of a Booking, or for a Booking any part of which has been used, exists only where the terms disclosed at purchase or law provide one. A partial refund returns the proportionate share of what you paid for the refunded part, other than the Service Fee and Fee Tax, which Section 6 governs. HDW does not return more than you paid for a Booking.

10. Rescheduling, substitutions and interrupted performance

A Merchant may reschedule or substitute only as the terms disclosed before purchase, this Policy and law permit. Where law or the disclosed terms require it, a material change takes effect only with your express agreement for that Booking. An event outside the Merchant's control does not remove your remedy, and a problem within the Merchant's control, such as overbooking or staffing, is not such an event.

For verified partial nonperformance, the remedy is proportionate to the unperformed part unless law or the terms disclosed at purchase provide more.

11. Unauthorized payments and payment disputes

You retain your rights under law and your payment-method agreement. HDW may investigate a suspected duplicate, unauthorized transaction, fraud or chargeback and may provide relevant records to the payment provider or card issuer. An amount you recover through a chargeback reduces what HDW owes for the same loss.

12. Requesting a review

You may contact support@heydowhat.com about a Booking or remedy. A support request is a notice of dispute only if it satisfies the notice requirements in the Terms. A review request does not suspend a legal deadline unless applicable law, the Terms or a binding agreement provides otherwise.

If an event outside the Merchant's control prevents performance of a Time-Specific Booking, submit your refund request to support@heydowhat.com promptly after the scheduled start time. A request does not by itself establish eligibility for a refund.

13. Changes and which terms control

HDW gives reasonable advance notice before a change to this Policy takes effect, except that a change required by applicable law or made to address security, fraud or legal risk takes effect when posted. A change does not alter a completed Booking.

If documents conflict, non-waivable law controls, then the Terms, then the Consumer Fee Schedule for the Service Fee, then this Policy, then the terms disclosed for the Booking.