Admin / Support / DSP‑2401

Cancelled session refund · Pier Botha SLA in 1h 12m

Notes auto‑saving
Case ID
DSP‑2401
Amount disputed
R 1,200.00· ZAR
Opened
18 May · 09:14
Status
Awaiting provider
Owner
Andile K.
Sunday · 17 May
Booking BIN‑2026‑040112 placed · R 1,200 held on VISA •••• 4421
Today · Mon 18 May
Pier Botha cancelled at 09:14 · 33h before session start
PB
Pier BothaMember09:18 SAST
Hi — I cancelled this session 33 hours before the start. According to your terms I should be entitled to a full refund. Iron Lab told me they're keeping the money because it was "same day" but it's not? I'd like a full refund please. The cancellation timestamp on my booking screen is clear.
cancel-confirmation-screen.png
428 KB · 1170 × 2532
Auto‑hold released · R 1,200 returned to authorize state · provider notified
IL
Iron Lab Sea PointProvider10:42 SAST
Hi team — Pier is mistaken on the timing. Our scheduling system shows the cancellation came in at 09:14 today and his session was scheduled for 18:00 today, so this was 8h 46m before, not 33h. Our cancellation policy is clearly published as 24h notice required. We've held the full session fee per policy. Happy to provide our system's audit log on request.
14:02 SASTYouInternal note
Discrepancy: member screenshot shows 33h notice, provider claims 8h 46m. Member booking was originally Wed 20 May 08:30 — but Pier rescheduled to today (18:00) on Friday at 14:18. Provider may be reading the rescheduled session time, member may be reading the original. Pulling rescheduling audit log next.
AK
14:08 SASTYouSupport · Andile K.
Hi Pier and Iron Lab — I think we've found the source of the confusion. The booking was originally for Wed 20 May 08:30. Pier moved it to today (Mon 18 May) at 18:00, on Friday at 14:18. The 33h figure on Pier's screen is measured against the original session time. Iron Lab's 8h 46m figure is against the rescheduled time. Per our policy, the cancellation window applies to the current session time, not the original — so this technically falls inside the 24h window. That said, the cancellation UI showed Pier "33h notice" when he confirmed cancellation, which is misleading. Sending you both a proposed resolution shortly.
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