Booking, Cancellation & Performance Policy

At Eaziday, we are committed to creating a reliable, professional, and trusted marketplace for customers, vendors, and service providers. This policy outlines the responsibilities of partners when managing bookings, appointments, cancellations, and customer service through the Eaziday platform.

1. General Principles

To provide the best experience for customers, all partners are expected to:

• Maintain accurate availability and schedules.
• Accept only bookings and orders they can successfully fulfil.
• Respond to booking requests within the required timeframe.
• Deliver products and services professionally and on time.
• Communicate promptly if any issues arise.

All payments are processed securely through Eaziday's authorised payment providers.

A booking or order is only considered Confirmed once it has been accepted by the vendor or service provider. Until then, its status remains Pending.

2. Booking & Order Management

When a customer submits a booking or order:

• Review the request carefully before accepting.
• Accept or decline the request within the timeframe established by Eaziday.
• Ensure you have the necessary availability, inventory, and resources before confirming.

If no action is taken within the required response time, the booking or order may be cancelled automatically by the platform.

3. Cancellation Guidelines

Customer Cancellations

Customers may cancel bookings in accordance with Eaziday's Booking & Cancellation Policy.

If a cancellation occurs before a booking is confirmed, no action is required from the partner.

If a confirmed booking is cancelled, partners should cooperate with any refund or rescheduling process where applicable.

Partner Cancellations

Partners should only cancel confirmed bookings in exceptional circumstances, such as:

• Illness or emergency.
• Safety concerns.
• Unforeseen operational issues.
• Events beyond reasonable control.

Whenever possible, partners should:

• Notify the customer immediately.
• Offer alternative dates or times.
• Assist with rescheduling.

Repeated cancellations negatively impact customer trust and may affect your account performance.

4. No-Show Policy

Partners are expected to attend all confirmed appointments and fulfil accepted orders.

Failure to attend a confirmed appointment without reasonable notice may result in:

• A customer refund.
• A negative performance record.
• Reduced visibility on the platform.
• Temporary suspension.
• Permanent removal from the platform for repeated offences.

5. Customer Service Standards

Every interaction with customers should reflect Eaziday's commitment to professionalism and care.

Partners are expected to:

• Arrive on time.
• Treat customers respectfully.
• Communicate clearly and professionally.
• Deliver products and services as described.
• Resolve concerns promptly whenever possible.

Exceptional customer service contributes to positive reviews, higher visibility, and increased bookings.

6. Performance Standards

Eaziday continuously monitors partner performance to maintain a high-quality marketplace.

Performance may be assessed based on:

• Booking acceptance rate.
• Response time.
• Cancellation rate.
• On-time attendance.
• Order fulfilment rate.
• Customer ratings and reviews.
• Complaint history.
• Overall professionalism.

Partners demonstrating consistently high performance may receive increased platform visibility and promotional opportunities.

7. Refunds & Service Issues

Where a booking is cancelled or a service cannot be completed, Eaziday will process refunds in accordance with the Booking, Cancellation & Refund Policy.

Partners may be required to provide additional information during any investigation relating to:

• Customer complaints.
• Service quality.
• Delivery issues.
• Disputes.

Cooperation during investigations is expected at all times.

8. Partner Responsibilities

Every partner is responsible for:

• Keeping availability and inventory up to date.
• Accepting only bookings they can fulfil.
• Delivering products and services professionally.
• Maintaining accurate information on their profile.
• Complying with all applicable laws and regulations.
• Protecting customer privacy and confidential information.
• Representing Eaziday professionally at all times.

9. Non-Compliance

Failure to comply with this Policy may result in one or more of the following actions:

• Written warning.
• Performance review.
• Reduced visibility within the platform.
• Temporary suspension of booking privileges.
• Temporary account suspension.
• Permanent removal from the Eaziday platform.
• Termination of the partnership agreement where appropriate.

The severity of any action will depend on the nature, frequency, and seriousness of the breach.

10. Our Commitment

Eaziday is committed to building long-term partnerships based on trust, professionalism, and mutual success.

We are dedicated to supporting our partners with innovative technology, fair processes, and opportunities to grow while delivering exceptional experiences to every customer.

By working together, we can simplify everyday life and create meaningful value for families, businesses, and communities across Romania.