Changes and Cancellations Policy

Version: August 20, 2025

1. How to Modify or Cancel

All Booking changes and cancellations must be made in the App. Any arrangement outside the App is void and may not be honored.

2. Modifications

Provider and Customer are responsible for any Booking Modifications agreed in the App.

A Customer may change the date/time of a Booking only once, and only if permitted by the Provider’s Cancellation & Change Policy shown on the Experience page at the time of booking.

Any reschedule request must be made in the App and is subject to the Provider’s availability and any deadlines stated on the Experience page.

A second or subsequent reschedule is not guaranteed and may be made only where:

(i) Shakno determines that the case qualifies under the Extenuating Circumstances Policy.

Any arrangement, exception, or alternative reschedule agreed directly between the Provider and the Customer outside the periods, deadlines, or conditions established by Shakno, shall be solely between the Provider and the Customer and shall not be binding on, attributable to, or the responsibility of Shakno.

A reschedule does not restart or extend any cancellation, refund, or Grace Period deadlines.

Where the date/time change is initiated by the Provider, that change does not count toward the Customer’s one permitted reschedule.

3. Cancellations

3.1. Grace Period (Shakno policy)

Right to cancel. Customers may cancel within 5 days of purchase and receive a full refund, provided the activity’s start date/time is more than 5 days after purchase.

No fees. Cancellations during the Grace Period are free (no administrative deductions).

Purchase Timestamp. The Grace Period is measured as 120 hours from the exact moment of purchase, based on the timestamp recorded by the Shakno system at checkout.

Examples:

• Book on 1 Sept, Start Time 15 Sept → Cancel by 6 Sept for full refund.

• Book on 1 Sept, Start Time 5 Sept → Grace Period does not apply (see 4.2).

3.2. Provider’s Cancellation & Change Policy

Outside (or where the Grace Period is inapplicable), customer cancellations are governed by the Provider’s policy shown on the Experience page. Once the Grace Period has expired, full refunds are not available. The Provider’s policy may allow:

• Partial refunds up to a stated deadline; or

• No refunds after a final deadline.

Payment-Gateway Processing Costs (Refunds). If a refund is due under the Provider’s policy, Shakno may deduct documented third-party payment-gateway processing costs actually incurred for the original transaction and/or the refund (e.g., non-refundable card fees or refund fees), 4% of the transaction amount. No other administrative or handling fees apply. A cost breakdown will appear on the refund receipt.

Timing. Eligible refunds are issued within 10 business days after the cancellation is confirmed in the App.

Local Time. All deadlines and times specified in the Provider’s Cancellation & Change Policy are measured in the Experience location’s local time as shown on the Experience page.

3.3. Extenuating Circumstances

Shakno may grant a full or partial refund for documented Extenuant Circumstances cases (as defined in our Extenuating Circumstances Policy).

• How to request. Submit documentation within 48 hours of becoming aware of the event and no later than 7 days after the scheduled Start Time.

• Effect. Extenuant Circumstances determinations override the Grace Period and the Provider’s policy. If a refund is granted after funds were paid out, the payout may be reversed.

3.4. Currency and Exchange Rate

Refunds are processed in the original currency of the payment; bank or issuer exchange rate differences are beyond Shakno's control.

4. Provider-Initiated Cancellations (Rejections)

4.1. Valid cancellations

A Provider may cancel without penalty only for reasons allowed by the Extenuating Circumstances Policy or required by law.

4.2. Invalid cancellations

If a Provider cancels without a valid reason, Shakno may:

(i) charge a cancellation fee (4% of the Booking total);

(ii) reverse or offset Customer refunds against current/future Provider payouts; and/or

(iii) apply ranking impacts or temporary suspension.

4.3. Payout holds

Shakno may delay Provider payouts while a cancellation/refund is under review.

4.4. Refund Service Level Agreement (Provider-caused)

When a Provider cancels a confirmed Booking for reasons attributable to the Provider (including invalid cancellations), Shakno will initiate a full refund to the Customer within five (5) business days of cancellation confirmation in the App, to the original payment method. If funds were already paid out to the Provider, Shakno may reverse or offset such payouts. (Note: the Customer’s bank or payment issuer may take additional time, outside Shakno’s control, to post the refund.)

5. No-Show

5.1. Standard Policy

• Standard rule. If the Customer does not arrive at the correct location by Start Time (with a 15-minute grace) and does not contact the Provider or Shakno with a valid Extenuant Circumstance reason, the Booking is treated as completed. The Provider is paid in full; no Customer refund.

• Extenuant Circumstance exception. For verified extenuant circumstance cases, Shakno may issue a full/partial refund and reverse the Provider payout and Shakno commission.

6. Consumer-law notice (EU/EEA)

Under Article 16(l) of Directive 2011/83/EU, the statutory 14-day right of withdrawal does not apply to services related to leisure activities where the contract provides for a specific date or period of performance (e.g., dated experiences). Notwithstanding, we offer a voluntary 5-day Grace Period (section 3.1) when the Booking Start Time is later than that window.