Cancellation and refunds for a named booking

The rule is easiest to follow through a single reservation. A guest books Milena for three hours next Thursday, the booking is accepted and half of the three-hour fee is paid as the deposit. Cancelling never makes a guest owe damages; the house keeps only the part of the fee his notice has already earned.

The notice scale

• More than twenty-four hours before the booked time: nothing is kept, and Milena's guest has his whole deposit back.
• Inside the last twenty-four hours, while she has not yet set out: half of what was paid counts as fee already earned and the rest goes back to him.
• Once she is on her way: all of the deposit now counts as fee already earned.

If another guest takes those three hours, the whole deposit is returned. A guest who can show the house lost less than it kept pays only that smaller amount.

Moving instead of cancelling

One move per booking costs nothing, asked for with more than twenty-four hours still to run and to a date within the following fortnight. A further move, or a first one asked for when less than a day remains, counts as a cancellation made at that moment, and whatever the scale does not keep travels to the new date.

When the house cannot perform

If the house is unable to perform the booking, the guest decides what happens to the deposit: it comes back in full, or it waits for a later date for as long as he needs to pick one.

Bookings with nothing paid ahead

A returning guest's same-day hour or two carries no deposit. Cancelled before she has set out, it costs nothing; cancelled once she is travelling, it costs the share of the fee her journey represents.

Ending early

A guest who ends a session early still owes the full fee, because the time was reserved for him and the minutes left cannot go to anyone else. What a session includes is hers to decide. If her safety or her comfort is not respected, or a limit she has stated is pressed, she ends the visit there and then; once she has reached the door, the fee for the time reserved stays due, that time having been kept back for him and her trip across the city already taken, and nothing further is charged on top.

The fourteen days

Article 6:230p of the Dutch Civil Code takes certain distance contracts out of the usual fourteen-day right of withdrawal, including services related to leisure activities where the contract fixes a specific date or period. A reservation here names a woman, a day and an hour, so that right does not arise. The cancellation policy holds the whole position, and everyday cases are answered in the FAQ.