Cancellation and Refund Policy - BeeLibli
*Courtesy translation. The French version prevails in case of discrepancy.*
1. Who this policy applies to
This policy explains when and how a Service booked on BeeLibli can be cancelled, and in which cases the Client is refunded. It applies to Clients and Professionals and is part of the Terms of Use of Beelibli Inc.
How a Service works
In short
Cancellation fees, if any, are always displayed in the Platform before you confirm. The rights the law grants you are never limited by this policy.
2. Cancellation by the Client
Before accepting the provisional quote. You may cancel your Request at any time, free of charge. You pay nothing at this stage.
Up to 24 hours before the appointment. You may cancel or reschedule the appointment free of charge from the application. You have not paid anything yet: no refund is needed.
Less than 24 hours before the appointment. The Professional has set aside time for you. Cancellation fees may apply, up to 20% of the price estimated in the provisional quote. The exact amount, or the absence of fees, is shown in the provisional quote before you accept it. These fees are charged to the payment method you saved.
Declining the final quote. After the on-site assessment, you may decline the final quote without paying for the work. Only the travel and assessment fees shown in the provisional quote, if any, may apply. No other amount is owed for the Professional's visit.
Client no-show. If you are not there at the agreed time, without having notified the Professional in the application or by phone, the Professional may wait a reasonable time (30 minutes) and then consider the Service cancelled. The cancellation fees described above may then apply.
Emergencies. For a service requested urgently (for example a water leak), if the Professional is already on the way or on site, reasonable travel fees may apply. They are shown in the provisional quote.
Custom-ordered materials. If the Professional has already ordered special materials at your request and they cannot be returned, their cost may be withheld, only if this appears in the final quote you accepted.
3. Cancellation or no-show by the Professional
The Professional cancels. You are not charged any amount, whenever it happens, and if you had already paid, you are refunded in full. Where possible, we offer to resubmit your Request to another Professional.
The Professional does not show up. If they do not arrive at the agreed time and have not notified you within 30 minutes, you may report their absence in the application. No fees are charged to you, and any amount already paid is refunded in full.
Significant delay. If the Professional is more than 60 minutes late without notice or your agreement, you may cancel free of charge and be refunded in full.
Consequences for the Professional. Repeated cancellations and no-shows may lead to suspension or removal of the Professional's account, as provided in the Terms of Use.
4. During and after the work
Change during the work. Any change in price or scope must be proposed by the Professional and confirmed by you in the application before it is carried out. You may refuse a change. An unconfirmed amount is not charged to you by the Platform.
Stopping work in progress. If you end the Service after the work has begun, you pay the portion reasonably already performed, based on the progress observed and the materials already purchased. The Professional and you agree on the amount in the application. Failing agreement, the disagreement follows the reporting procedure below.
Reporting a problem within 48 hours. When the Professional declares the work complete, you have 48 hours to confirm it or report a problem (work not performed, not matching what was agreed, damage caused). During this period, the funds remain held and are not released. If nothing is reported, the funds are released to the Professional.
If you report a problem. The payout is suspended during the review. Attach photos and a description. We first invite the Client and the Professional to resolve the dispute. Failing that, we review the file and, in a reasonable manner, propose a solution: resuming the work, a discount, a partial or full refund.
After the 48 hours. If you notice a defect later, you keep your rights against the Professional, including the legal warranties, and you may write to us so that we can facilitate communication. A refund by BeeLibli after the funds are released is not guaranteed, since the Service Contract binds the Client and the Professional.
5. Refunds
Refund method. Any refund is paid through the payment method originally used.
Timing. We initiate the refund within 3 business days of the decision or cancellation. Your bank or card issuer may then take 5 to 10 business days to show it.
Partial refund. When only part of the Service is at issue, the refund is proportional and the decision states the reasons.
Disputing with your bank. Before disputing a payment with your bank, write to us at support@beelibli.com: we can often resolve it faster. An abusive or fraudulent dispute may lead to closure of the account.
Your rights. This policy is in addition to the rights granted to you by the Consumer Protection Act and the Civil Code of Québec, and does not limit them. You may also contact the Office de la protection du consommateur.
Contact us. support@beelibli.com, or legal@beelibli.com for formal notice.
Last updated. October 1, 2026