Cancellation & Credit Policy

Overview

List is a marketplace that connects customers with independent service providers. Cancellations don't result in a cash refund to your card. If you paid directly, you receive credit to use with that same provider on a future booking; if you booked using a pass or membership, the session is simply restored to your pass instead. This applies the same way across every offering type (appointments, classes, and more). This page explains the framework and your rights as a customer or provider.

For Customers

Cancellations by the customer

Every provider sets one of three cancellation windows, shown on their service page before you pay:

• Flexible — full credit if cancelled more than 24 hours before the session
• Moderate — full credit if cancelled more than 72 hours before the session
• Strict — full credit if cancelled more than 7 days before the session

Cancel in time and, if you paid directly, we automatically email you a single-use credit code for the full amount paid, valid for 12 months with that provider. If you booked using a pass or membership, your session is restored instead — no code needed. Cancel after the window closes and nothing is issued either way. Always check the provider's chosen window before booking.

Cancellations by the provider

If a provider cancels your confirmed booking, you automatically receive full credit for the amount paid (or your session restored, if you booked with a pass or membership) — no need to contact us, and regardless of timing. Repeated provider cancellations may affect that provider's standing on the platform.

No-shows

If you do not attend a session without cancelling, credit is at the provider's discretion. We strongly encourage messaging your provider as soon as possible if you cannot make a session.

For Providers

Setting your cancellation policy

You can set your cancellation window — Flexible, Moderate, or Strict — in your account settings. It applies to every listing you offer, and is shown to customers before they pay.

Provider-initiated cancellations

If you cancel a confirmed booking, the customer automatically receives full credit (or their session restored, if they booked with a pass or membership), regardless of timing. Repeated cancellations may affect your standing on the platform. If you are unable to fulfil a booking, notify the customer as early as possible via the List messaging system.

Disputes

If you have a dispute about a booking or payment that you cannot resolve directly with the other party, contact us at hello@list.sg. Please include your booking reference and a brief description of the issue. We aim to respond within 1 business day.

List acts as a platform facilitating transactions between customers and providers. We will make reasonable efforts to mediate disputes fairly, but are not liable for the actions of independent providers.

Payment Processing Fees

List does not charge a platform fee. Credit issued for a cancellation covers the full amount you paid, including any payment processing fees.

Contact

For any questions about this policy or a credit you've received, reach us at hello@list.sg or visit our support page.