Cancellation & no-show policy

This policy explains what happens when a booking is cancelled — by either side — and what counts as a no-show.

Cancellations by the customer

• You can cancel any reservation or queue booking from the app, up until your booking starts.
• If you paid a booking fee, it is refunded automatically when you cancel more than 30 minutes before the start time.
• Cancellations within 30 minutes of the start time are non-refundable.

Late arrivals & no-shows

Each business sets its own grace period — typically 5 to 15 minutes after your booked time. If you don't arrive and scan the QR within that window, the booking is automatically marked as a no-show and your slot is released.

Repeated no-shows (3 or more within 30 days) may lead to a temporary booking suspension. We'll always notify you before taking that step.

Cancellations by the business

Businesses may cancel a confirmed booking before it starts — for example, due to staff illness or an emergency. When this happens:

• You receive an immediate notification.
• Any fee you paid is refunded automatically.
• We log the cancellation against the business — frequent unilateral cancellations trigger an account review.

Force majeure

Events outside reasonable control — power outages, natural disasters, government action — are not penalised under this policy. Both sides are released from the booking.

Disputes

If you believe a booking was unfairly cancelled or marked as a no-show, contact support@kirkreservations.lk within 7 days. We'll review and respond within 5 business days.