Cancellation Policy

If you need to cancel a booking, Otesse provides a straightforward process with transparent policies.

How to Cancel

1. Log in to your customer portal at portal.otesse.com
2. Navigate to Upcoming Services
3. Find the booking you want to cancel and click Cancel
4. Select a reason for cancellation (optional but appreciated)
5. Confirm the cancellation

You will receive a cancellation confirmation by email and SMS.

Cancellation Windows

• More than 24 hours before your appointment — Full cancellation with no charge. Any pre-authorized hold on your payment method is released.
• Less than 24 hours before your appointment — A cancellation fee may apply, depending on the service type. The fee is displayed before you confirm the cancellation so there are no surprises.
• After the service has started — If work has already begun, cancellation is treated as an early stop. You will be billed for the work completed up to that point.

Refunds

• Pre-service cancellations — If no fee applies, any hold is fully released. Depending on your bank, this may take 3 to 5 business days to reflect on your statement.
• Cancellation fees — If a fee applies, the amount is deducted and the remainder of any hold is released.
• Disputes — If you believe a cancellation fee was applied in error, contact support through the customer portal and we will review your case.

Cancellation by Otesse

In rare cases, Otesse may need to cancel a booking due to unforeseen circumstances (severe weather, service professional emergency, etc.). If this happens:

• You will be notified immediately by email and SMS
• You will not be charged any fees
• You will be offered priority rescheduling at the next available time