Cancellation Policy
Last updated: July 24, 2026
This is the exact policy that applies when you cancel a confirmed reservation, or don't show up for one. It governs how your payment Hold is released, captured, or refunded, and applies the same way regardless of which payment method you used at checkout.
To cancel an upcoming service, go to Account → My Services.
Go to My ServicesMore than 72 hours before your scheduled service
Full refund. Your Hold is released with no charge. If you paid the full amount upfront (Alipay/WeChat Pay), it is refunded in full. If you made a PayPal advance payment, it is refunded.
Between 24 and 72 hours before your scheduled service
50% of your Hold amount is captured as a cancellation penalty; the remaining 50% is released or refunded.
Less than 24 hours before your scheduled service, or no-show
100% of your Hold amount is captured as a cancellation penalty.
How this applies by payment method
Card: your Hold is a payment authorization; we capture the applicable percentage above from that same authorization and release the rest — nothing is charged beyond your Hold amount. PayPal (first-time reservations only): the 50% advance already charged at booking is retained according to the same windows; if a window requires retaining more than what was collected upfront (the less-than-24-hours window), the difference is charged to the backup card you registered at checkout. Alipay / WeChat Pay: the full service amount was charged upfront at booking; on cancellation we refund the appropriate amount via Stripe according to the same windows above. Your backup card is never charged again for a wallet-payment cancellation.
No-shows
A no-show is treated exactly like a cancellation inside the less-than-24-hours window: 100% of your Hold amount is captured.
Questions or disputes
If you need to cancel, or believe a cancellation charge was applied incorrectly, contact us at hello@luluislandflagship.ca.