When you get a refund
Customer refund rules and timing.
Quick answer: Each business sets a refund cutoff — how many hours before the appointment you must cancel to get money back. Late cancellations may not be refunded.
Overview
Refunds for online payments are handled automatically when you cancel in time. The business chooses the cutoff window; Sway processes eligible refunds back to your original card.
- Cancel before the cutoff — deposit or full payment refunded
- Cancel after the cutoff — payment may be kept per business policy
- Refunds take a few business days to appear on your statement
- Pay-at-venue bookings have no card refund through Sway
Screenshot coming soon
What to expect
Check the business policy
The cancellation screen shows if you are inside the refund window.
Cancel in time
Refund eligibility is based on when you cancel, not when you booked.
Wait for your bank
Stripe refunds typically appear within 5–10 business days.
Screenshot coming soon
Your card issuer controls final timing.
Common questions
Frequently asked questions
Yes. When a business cancels, eligible card payments are refunded automatically.
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