Understanding Our Cancellation Policy

Flexible cancellations, clear fees, and reliable support – our policy is designed to make cancellations straightforward on Downstream.

Introduction:
At Downstream, we understand that plans can change. In some cases, you may need to cancel a booking you’ve made with one of our service providers. To help create a smooth and transparent experience for both customers and suppliers, we’ve established a cancellation policy that explains when cancellations are allowed, whether fees may apply, and how refunds or credits are handled. In this article, we’ll walk through the basics of how our cancellation policy works.

Table of Contents

• Cancellation Window
• Cancellation Fees
• Cancellation Process
• Service Provider Cancellations
• Refunds and Credits

1. Cancellation Window

Our cancellation policy is designed to offer flexibility while also respecting the time and commitments of our service providers.

The cancellation window is the period during which you may cancel a booking without incurring cancellation fees. The specific cancellation window may vary depending on the type of service and the service provider.

You can typically find cancellation window details on the service listing page before placing your booking. If no cancellation window is shown at checkout, a default cancellation window of 24 hours will apply.

2. Cancellation Fees

a. Within the Cancellation Window

If you cancel a booking within the stated cancellation window, you are generally eligible for a full refund or account credit.

b. Outside the Cancellation Window

If you cancel a booking after the cancellation window has passed, cancellation fees may apply. The amount of the fee may vary based on the service provider’s cancellation terms and the nature of the service booked.

If no separate cancellation terms are provided, Downstream may apply its standard cancellation handling based on the booking details and timing of the cancellation.

3. Cancellation Process

To cancel a booking, follow these steps:

1. Log in to your Downstream account
2. Go to My Orders
3. Locate the booking you want to cancel
4. Click Cancel
5. Follow the on-screen instructions to complete your cancellation

Please note that during the cancellation process, you may be asked to:

• confirm your reason for canceling
• review any applicable cancellation fees
• confirm whether you prefer a refund or credit, if eligible

4. Service Provider Cancellations

In rare cases, a service provider may need to cancel a booking due to scheduling issues, availability constraints, weather, or other unforeseen circumstances.

If this happens, you will be notified as soon as possible. Depending on the situation, Downstream will work with you to:

• help identify an alternative service provider
• reschedule the service, if available
• issue a refund or account credit, if applicable

5. Refunds and Credits

a. Refunds

If you are eligible for a refund, it will generally be issued back to the original payment method used at checkout. Processing timelines may vary depending on your payment provider, but refunds are typically completed within 30 business days.

b. Credits

If you receive an account credit instead of a refund, the credit will be applied to your Downstream account and can be used toward future bookings, subject to any applicable terms.

Conclusion

We hope this article helps clarify how cancellations work on Downstream. Because cancellation terms may vary by supplier or service type, we recommend reviewing the cancellation details shown at the time of booking before placing your order.

If you have questions or need help with a cancellation, please contact our support team. We’re here to help.

Thank you for choosing Downstream.