Cancellation Policy

1. Overview

This Cancellation Policy explains how cancellations are handled on the Ensiglo platform operated by DB Island Inc. Because Ensiglo is a platform connecting service Providers with their Customers, cancellation terms vary depending on the context:

• Booking cancellations (governed by individual Provider policies)
• Subscription cancellations (for Providers in subscription-model countries)
• Account cancellation and deletion

Web Page Subscription Cancellation

Your Ensiglo web page subscription is billed annually. You can cancel it at any time from your dashboard, under "Manage subscription". The following applies:

• Cancellation takes effect at the end of the period you have already paid for — not immediately.
• You keep full access to your web page and paid features until that date.
• Subscription fees are non-refundable: we do not refund or pro-rate the unused part of a paid period.
• After the paid period ends, your page is paused — but your link and your data are kept, never deleted, and you can reactivate at any time by subscribing again.

Because you retain access for the full period you paid for, no refund is due on cancellation. For billing questions, contact [email protected].

2. Booking Cancellations

Each Provider on Ensiglo sets their own cancellation and refund policies for bookings. These policies are displayed on the Provider's booking page before you confirm a booking.

When booking a service, you agree to the specific Provider's cancellation terms, which may include:

• A free cancellation window (e.g., cancel at least 24 hours before the appointment for a full refund)
• A partial refund period (e.g., reduced refund for cancellations within 12-24 hours)
• A no-refund period (e.g., cancellations within a few hours of the appointment or no-shows)

Ensiglo does not override or modify individual Provider cancellation policies. We recommend reviewing the Provider's cancellation terms carefully before completing your booking.

3. How to Cancel a Booking

You can cancel a booking through:

• The manage booking link sent in your confirmation email or SMS
• Contacting the Provider directly using the information on their booking page

Cancellation confirmation will be sent to the email address and/or phone number associated with the booking.

4. Platform Role in Booking Cancellations

Ensiglo facilitates the cancellation process but does not make cancellation or refund decisions for individual Provider bookings. Our role includes:

• Providing the technology for Customers to submit cancellation requests
• Processing refunds through Stripe when triggered by the Provider's cancellation policy
• Sending cancellation notifications to both the Customer and Provider
• Maintaining a record of cancellations in the booking audit trail

If you believe a Provider's cancellation policy was not applied correctly, please contact us at [email protected] and we will review the matter.

5. Refund Processing for Booking Cancellations

For bookings where a deposit was paid through the Platform (Stripe Connect countries):

• Refunds are processed according to the Provider's stated cancellation policy
• Provider-initiated cancellations always result in a 100% refund of the deposit
• Customer-initiated cancellations are subject to the Provider's cancellation terms and time windows
• If a booking was rescheduled by the Provider and the Customer subsequently cancels, a 100% refund is issued regardless of the cancellation window
• Approved refunds are processed within 5-10 business days to the original payment method
• Stripe processing fees may be non-refundable in certain circumstances

For bookings in subscription-model countries, payment is handled directly between the Provider and Customer. Ensiglo does not process refunds for payments made outside the Platform.

6. Subscription Cancellations (Providers)

Providers in subscription-model countries who pay a monthly fee for premium features may cancel their subscription at any time.

• Cancellation takes effect at the end of the current billing period
• You retain access to premium features until the end of the paid period
• After cancellation, your account downgrades to the free tier (booking page with lead capture only)
• Your booking page and business information remain live on the free tier
• Existing booking data is retained and accessible in read-only mode
• You may resubscribe at any time to restore premium access

To cancel your subscription, use the subscription management section in your dashboard settings, or contact us at [email protected].

Refunds for subscription payments are generally not provided for partial billing periods. For billing disputes or exceptional circumstances, please contact [email protected].

7. Account Cancellation and Deletion

You may request deletion of your Ensiglo account at any time by contacting us at [email protected] or using the account settings in your dashboard.

For Providers:

• Your booking page will be taken offline
• Any active subscriptions will be cancelled
• Pending or future bookings will need to be handled before account deletion
• Your Stripe Connect account (if applicable) will be disconnected from the Platform
• Account deletion is processed within 30 days of the request

For Customers:

• Your booking history and personal information will be deleted
• Active bookings may need to be completed or cancelled before deletion
• Account deletion is processed within 30 days of the request

8. Data After Cancellation

After account cancellation or deletion:

• Personal information is deleted or anonymized within 90 days
• Transaction records may be retained for up to 7 years as required by financial and tax regulations
• Anonymized booking data may be retained for analytics and platform improvement purposes
• Communication logs related to disputes may be retained until the dispute is fully resolved

For more details about data handling after account deletion, please refer to our Privacy Policy.

9. Provider Cancellation of Services

If a Provider cancels a confirmed booking:

• The Customer will receive a full refund of any deposit paid through the Platform
• The Customer will be notified immediately via email and/or SMS
• The cancellation will be recorded in the booking audit trail
• Repeated cancellations by a Provider may result in a review of their account status

If a Provider permanently ceases offering services through the Platform, all future bookings will be cancelled and deposits refunded in full.

10. Contact Information

If you have questions about this Cancellation Policy or need assistance with a cancellation, please contact us:

Please have your booking reference number ready when contacting us.