Refund & Cancellation Policy
Last updated: June 2026
Hananati is committed to a fair experience for both customers and artists. This policy outlines how cancellations and refunds are handled across the platform.
Customer Cancellations
Before artist acceptance
If you cancel a booking before the artist has accepted it, no charges apply and any held authorization is released.
After artist acceptance
Once an artist has accepted your booking, the artist has reserved time and may have declined other work. Cancellations made well in advance of the scheduled time are typically eligible for a full refund. Cancellations made close to the scheduled time may be subject to a partial cancellation fee, paid to the artist for the time committed.
No-show
If a customer is not reachable or not present at the booking address at the scheduled time, the booking may be marked as a no-show and is generally non-refundable.
Artist Cancellations
Artist unable to attend
If an artist is genuinely unable to attend a confirmed booking, they must notify the customer and Hananati as early as possible. The customer will receive a full refund and Hananati will assist in finding a suitable alternative artist where possible.
Last-minute cancellation
Repeated or last-minute artist cancellations are taken seriously. They may affect the artist's standing on the platform, including reduced visibility, temporary suspension, or removal in severe cases.
Disputes
Service quality
If a service does not match the agreed scope or the artist's portfolio, the customer should raise the concern through the platform within 48 hours. Where appropriate, Hananati may issue a partial or full refund based on the evidence reviewed.
Failure to attend
If an artist does not attend a confirmed booking, the customer is entitled to a full refund.
Misrepresentation of services
Misrepresentation — such as misleading pricing, portfolio images that are not the artist's own work, or undisclosed substitutions — may result in a full refund to the customer and disciplinary action against the artist.
Refund Review Process
Refunds are reviewed manually by the Hananati administration team. We consider booking history, communication, evidence submitted by both parties, and the circumstances of the cancellation or dispute. Approved refunds are returned to the original payment method and may take a number of business days to appear, depending on the payment provider.
Our goal is always a fair outcome — one that respects both the customer's experience and the artist's time and craft.