BEQ Cancellation Policy (“Policy”)
This Policy applies to individual BEQ appointment bookings. All deadlines are calculated according to the local time at the booked service location. Any mandatory consumer rights that provide a more favourable remedy continue to apply.
1. How to cancel or reschedule
Use the cancellation or rescheduling link in your booking confirmation or email support@beqsystem.com. A request is received when it is recorded by the booking system or received at that email address. We will send an acknowledgement; please keep it for your records.
2. Cancellation by the customer
- 72 hours or more before the appointment: full refund.
- At least 24 hours but less than 72 hours before the appointment: no refund, but the booking may be rescheduled once without charge.
- Less than 24 hours before the appointment: no refund, credit or rescheduling, except for a sudden illness, injury or genuine emergency as described below.
- A booking made less than 24 hours before its start time is non-refundable and cannot be rescheduled once confirmed. Exceptions relating to sudden illness, injury or a genuine emergency are set out in Section 5 below.
3. Rescheduling
A booking may be rescheduled once without charge if we receive the request at least 24 hours before the appointment. The new date is subject to availability and must take place within six months of the original date. If the request is made between 24 and 72 hours before the original appointment, the rescheduled booking remains non-refundable. A further change is treated as a cancellation under Section 2.
4. Late arrival and no-show
Please arrive at least 15 minutes before the scheduled start. If the player arrives after the scheduled start, the appointment may be shortened and will still end at the scheduled time, without a price reduction. Arrival more than 15 minutes after the scheduled start may be treated as a no-show if the service can no longer be completed safely or meaningfully. A no-show is not eligible for a refund, credit or rescheduling, except where mandatory law requires otherwise.
5. Sudden illness, injury or emergency
If the player cannot safely attend because of sudden illness, injury or a genuine emergency, please notify us before the appointment whenever reasonably possible, or as soon as possible afterwards. Subject to reasonable supporting evidence, we will offer one replacement date or a credit valid for six months from the original appointment date.
For illness or injury, BEQ may request dated confirmation from a qualified healthcare professional, to be provided within seven days of the scheduled appointment. No diagnosis or detailed medical information is required. If a documented medical condition makes participation unsafe for the foreseeable future, we will provide a full refund where the appointment has not yet begun.
6. Cancellation or changes by BEQ
BEQ may cancel, reschedule, relocate or shorten an appointment where reasonably necessary for operational, staffing, technical, health or safety reasons. This may include assessor unavailability, facility or equipment failure, unsafe conditions, severe weather, an emergency or circumstances outside our reasonable control.
If BEQ cancels or materially changes an appointment before it begins, you may accept the alternative offered or request a full refund. If an appointment cannot be completed after it has begun, we will offer an appropriate replacement or refund the reasonable unused portion of the price.
Except where required by law, BEQ is not responsible for travel, accommodation or other external costs resulting from a cancelled, rescheduled or relocated appointment.
7. Refunds
Refunds due under this Policy or applicable law will be returned to the original payment method. BEQ will initiate the refund within five business days after confirming the amount due. Your bank or payment provider may require additional time to process it.
8. Contact
Cancellation and rescheduling requests: support@beqsystem.com.