Politique d'annulation

Governing Jurisdiction: Ontario, Canada Consistency: This Cancellation Policy uses the defined terms and conventions shared across the Terms of Service, Privacy Policy, Cookie Policy, Acceptable Use Policy, Master Host Agreement, Master Practitioner Agreement, and Click-Through Booking Agreement. Where a term is capitalized but not defined here, it has the meaning given in the Terms of Service. The refund rules described here are the same rules RoomaMD applies at the time of cancellation, so the refund amount shown to you when you cancel always matches this document.

Section 1. Overview

1.1 RoomaMD operates a three-tier cancellation framework. The Host selects one of three tiers (Flexible, Moderate, or Strict) for each Listing. The tier in force at the time a Booking is confirmed is locked for that Confirmed Booking. A later change to the Listing's tier does not apply retroactively to a Confirmed Booking; it applies only to Bookings confirmed after the change.

1.2 This Policy is read alongside, and is subordinate to, the Master Host Agreement and the Master Practitioner Agreement, which set out the binding cancellation obligations of each party. This Policy is a plain-language summary written so that any User can predict, before cancelling, what refund or charge will result. Section 7 explains how this Policy relates to the other agreements.

1.3 This Policy governs Practitioner-initiated cancellations (Section 2 and Section 3) and Host-initiated cancellations of a Confirmed Booking (Section 4). It covers single-session Bookings and multi-month Bookings. For a multi-month Booking, each calendar-aligned monthly segment is treated as its own unit for cancellation and refund purposes. A future segment that has not yet been charged is simply cancelled, with no charge and no refund needed, because no money has moved for that segment. The tier refund bands below apply only to a segment that has already been charged (typically the segment currently in progress), and each charged segment is measured against its own start time.

1.4 RoomaMD is a neutral online marketplace that connects independent Hosts and Practitioners. RoomaMD is not a party to the Booking contract between a Host and a Practitioner, is not a real-estate broker, landlord, sublandlord, or agent, and is not a healthcare provider. RoomaMD applies the refund mechanics in this Policy in its role facilitating payment collection and Payout through Stripe Connect; doing so does not make RoomaMD a party to the underlying Booking contract.

1.5 In this Policy, Booking subtotal means the sum of the Space Rate, the Cleaning Fee, and any Add-on Fees for the Booking (or, for a multi-month Booking, for the charged segment). An Add-on Fee is an optional, paid equipment or service item the Host offers and the Practitioner adds to the Booking; the Host is responsible for making it available and RoomaMD does not track inventory. The Booking subtotal excludes HST and the Service Fee. The Booking subtotal is the base used to calculate refunds and the Host cancellation charge.

1.6 RoomaMD does not maintain a separate, platform-wide extenuating-circumstances or major-disruptive-events override that displaces the tier you booked. The Host's selected tier, together with the valid grounds enumerated in this Policy, is the complete cancellation framework for a Confirmed Booking.

Section 2. Practitioner-side cancellation tiers

2.1 Universal grace period (all tiers)

2.1.1 Regardless of the tier in force, a Practitioner who cancels within 24 hours of confirming the Booking receives a full refund, provided the Booking was confirmed at least 7 days before the Booking start time. This grace period applies on top of, and in addition to, the tier schedules in Sections 2.2 through 2.4.

2.1.2 A Host may, from the Listing editor, lower the lead-time requirement to 48 hours for that Listing. This is a more lenient setting that lets more short-lead Bookings qualify for the grace period. The lead-time threshold in force when a Booking is confirmed is locked for that Confirmed Booking; a later change applies only to Bookings confirmed afterward.

2.2 Flexible tier

The most Practitioner-friendly tier. Three refund bands:

• Full refund if cancelled 24 or more hours before the Booking start time.
• 50% refund of the Booking subtotal if cancelled between 12 and 24 hours before start.
• No refund if cancelled less than 12 hours before start.

2.3 Moderate tier

The balanced default. Three refund bands:

• Full refund if cancelled 5 or more days before the Booking start time.
• 50% refund of the Booking subtotal if cancelled between 24 hours and 5 days before start.
• No refund if cancelled less than 24 hours before start.

2.4 Strict tier

The most Host-protective tier. Beyond the universal grace period in Section 2.1, a Strict Booking is non-refundable:

• Full refund only through the Section 2.1 universal grace period (cancel within 24 hours of confirming, where the Booking was confirmed at least 7 days before start).
• No refund otherwise, regardless of how far in advance the start date is.

2.5 Service Fee (Stripe processing) on cancellation

2.5.1 The Service Fee (the Stripe processing fee, 2.9% of the charged amount plus $0.30 per transaction) is non-refundable by the payment processor, which keeps it once a payment is captured.

2.5.2 On full-refund paths, the Practitioner receives back the entire amount the Practitioner paid — the Booking subtotal (Space Rate, Cleaning Fee, and Add-on Fees), HST, and the Service Fee — so the Practitioner is made whole and pays nothing for the cancelled Booking. "RoomaMD absorbs the Service Fee" means RoomaMD bears the non-refundable Stripe processing cost itself: the payment processor keeps its fee even when a charge is refunded, so returning the full amount to the Practitioner is a cost RoomaMD carries. On partial-refund or no-refund paths, the Service Fee stays with the Platform and is not returned to the Practitioner.

2.5.3 No Service Fee is incurred on a Booking Request that is declined by the Host or that expires before acceptance, because the payment hold is released without ever being captured. The cancellation tiers in this Section apply only to a Confirmed Booking (one the Host has accepted and that has been charged).

2.6 HST, Cleaning Fee, and Add-on Fees refund in lockstep (Excise Tax Act, section 232)

2.6.1 HST at 13% is collected on every Booking under the marketplace-facilitator (deemed-supplier) rules of the Excise Tax Act (the pass-through collection model described in the Terms of Service and the Master Host Agreement). HST is charged on the Booking subtotal (the Space Rate plus the Cleaning Fee plus any Add-on Fees).

2.6.2 On a cancellation, the Cleaning Fee (where charged), the Add-on Fees (where any), and the HST collected on the Booking subtotal refund in lockstep with the Space Rate, consistent with section 232 of the Excise Tax Act. The refund band (full, 50%, or none) determined under Sections 2.2 through 2.4 applies uniformly to all of: the Space Rate, the Cleaning Fee, the Add-on Fees, and the HST collected on those amounts. They are never refunded in different proportions.

Worked example: partial refund (Moderate tier, cancelled 3 days before start)

A Confirmed Booking priced at: $300.00 Space Rate, $50.00 Cleaning Fee, $45.50 HST (13% of $350.00), and $11.77 Service Fee (2.9% of $395.50 plus $0.30), for a Practitioner Total of $407.27.

• Refund band: 50% partial (Moderate, cancelled in the 24-hours-to-5-days window).
• Refunded base: 50% of the Booking subtotal ($300.00 plus $50.00) equals $175.00.
• Refunded HST: 50% of $45.50 equals $22.75 (proportional, per section 232 of the Excise Tax Act).
• Refunded Service Fee: $0.00 (non-refundable, per Section 2.5).
• Total refunded to the Practitioner: $197.75.

The HST refund is shown on the Practitioner's refund receipt and on the Host's per-Booking statement. The HST the Host is responsible for remitting to the Canada Revenue Agency is reduced by the refunded portion. On a partial or no-refund cancellation, the Service Fee is not refunded (it is refunded only on a full-refund path, where RoomaMD absorbs it — see Section 2.5).

Worked example: full refund (Flexible tier, cancelled 2 days before start)

A Confirmed Booking priced at: $300.00 Space Rate, $50.00 Cleaning Fee, $45.50 HST, and $11.77 Service Fee, for a Practitioner Total of $407.27.

• Refund band: full (Flexible, cancelled 24 or more hours before start).
• Refunded base: the Booking subtotal, $300.00 plus $50.00, equals $350.00.
• Refunded HST: $45.50 (all of it).
• Refunded Service Fee: $11.77 (refunded in full; RoomaMD absorbs Stripe's non-refundable processing cost).
• Total refunded to the Practitioner: $407.27 (everything the Practitioner paid - Space Rate, Cleaning Fee, HST, and Service Fee).

Worked example: no refund (Strict tier, cancelled 2 days before start)

A Confirmed Booking priced at: $300.00 Space Rate, $50.00 Cleaning Fee, $45.50 HST, and $11.77 Service Fee, for a Practitioner Total of $407.27, confirmed more than 24 hours earlier (so the Section 2.1 grace period has passed).

• Refund band: none (Strict, and the universal grace period no longer applies).
• Refunded base: $0.00.
• Refunded HST: $0.00.
• Refunded Service Fee: $0.00.
• Total refunded to the Practitioner: $0.00. Every row is retained, as the Strict tier you booked provides.

2.7 Host-initiated (discretionary) refunds

2.7.1 A Host may voluntarily refund a Booking, up to the amount of the Host's Payout, at any time after payment, independent of the tier schedules in this Section, for example as a goodwill gesture, to resolve a minor issue with the Premises, or by mutual agreement to cancel. Refunding more than the Host's Payout — which would return RoomaMD's Platform Fee or the non-refundable Service Fee to the Practitioner — requires RoomaMD's approval, which the Host may request for review. Cancelling a Booking in order to re-transact the same engagement off the Platform is prohibited and is addressed in the Acceptable Use Policy and the Click-Through Booking Agreement.

2.7.2 A discretionary refund is in addition to, and never reduces, the Practitioner's minimum entitlements under Sections 2.2 through 2.4. Where the Host's Payout has already been released, the refunded portion is recovered from the Host, including by set-off against the Host's future Payouts, as provided in the Master Host Agreement.

2.8 How refunds are issued

2.8.1 Refunds are issued automatically to the Practitioner's original payment method. RoomaMD holds Booking funds in its platform balance through completion and a short post-completion hold, so most refunds are returned directly from the Platform with nothing recovered from the Host. Funds typically appear on the Practitioner's statement within five (5) to ten (10) business days, depending on the card issuer.

2.8.2 Where the Host's Payout has already been released for the affected Booking or segment, RoomaMD may recover the Host's share, including by set-off against the Host's future Payouts, as provided in the Master Host Agreement. An open dispute holds the Host's Payout until the dispute is resolved (see Section 5 and the Terms of Service).

2.8.3 Nothing in this Policy limits a Practitioner's non-waivable rights under applicable payment-network rules or under the Consumer Protection Act, 2002 (Ontario), including any chargeback right that cannot be waived by contract.

Section 3. Valid Practitioner-side grounds (forfeiture waived)

The standard refund schedules in Section 2 apply to most cancellations. The grounds in this Section waive the cancellation forfeiture (full refund regardless of timing). Where a Practitioner relies on a ground below, the Practitioner's calendar is still treated as having been booked for the original time, and the Practitioner must provide reasonable documentation of the cause. RoomaMD asks only for documentation sufficient to confirm the ground (for example, a note confirming inability to practise); sensitive details such as a diagnosis are not required. Any documentation you provide is handled in accordance with the Privacy Policy.

3.1 The following are valid Practitioner-side grounds:

1. Practitioner illness or injury preventing practice (with reasonable documentation, such as a note confirming inability to practise).
2. Practitioner family medical emergency or bereavement (with reasonable documentation).
3. A regulatory College order, restriction, suspension, or disciplinary direction that legally prevents the Practitioner from performing the Booking, except that the Practitioner may not rely on this ground where the restriction arose from the Practitioner's own fraud, wilful misconduct, avoidable non-compliance, or failure to maintain required professional standing.
4. Force majeure (for example, a pandemic, natural disaster, government order, or utility failure at the Practitioner's home base) as further described in the applicable Click-Through Booking Agreement and subject to Section 3.5.
5. A RoomaMD platform failure that prevents the Booking from being honoured.
6. A Premises issue identified at arrival that makes the space unsuitable. This is the Host's responsibility, not the Practitioner's: the Host cancellation framework in Section 4 applies, and the Practitioner receives a full refund plus the rebooking credit described in Section 4.1.

3.2 The following are not valid grounds and are treated under the standard tier schedule in Section 2: patient no-shows, patient cancellations, scheduling conflicts the Practitioner overlooked, transit or traffic delays, change of mind, and workflow problems on the Practitioner's side.

3.3 Material misrepresentation of the Premises (12-hour window). Where the Practitioner discovers, within twelve (12) hours of first entry to the Premises, that the Host has materially misrepresented the Premises (as described in the Click-Through Booking Agreement), the Practitioner is entitled to the full-refund treatment in this Section. The Host bears the financial impact of the resulting refund through the recoupment mechanism in the Master Host Agreement, including set-off against the Host's future Payouts.

3.4 Anti-abuse cap. A Practitioner may invoke a valid-ground waiver under this Section at most four (4) times per rolling 12-month window. After the fourth invocation, an internal RoomaMD operations review is triggered. That review is conducted in good faith and considers the User's explanation. A pattern of repeated valid-ground invocations may be treated as abuse and may result in operational measures up to and including suspension or deactivation of the account, in accordance with the procedures in the Terms of Service and the Acceptable Use Policy.

3.5 Scope of force majeure. A force-majeure ground waives the cancellation forfeiture as described in this Section. It does not otherwise excuse the underlying Booking contract between the Host and the Practitioner, and apart from waiving the forfeiture it does not change the refund bands the Host's selected tier would otherwise produce. Economic hardship, a change in market conditions, and insufficiency of funds are not force majeure. The full definition and scope of force majeure are set out in the Click-Through Booking Agreement.

Section 4. Host-side cancellations

The full-refund protection in Section 4.1 (including RoomaMD absorbing the Service Fee) and the cancellation notice in Section 4.5.1 are applied by RoomaMD on every Host-side cancellation today. The rebooking credit, the Host cancellation charge, and the cumulative-consequences ladder described in Sections 4.1 through 4.4 are measures RoomaMD may apply and is phasing in; during any period in which the automated charge and credit are not yet active, RoomaMD may handle credits and charges manually through its operations process, and will update this Policy when automated enforcement is activated. The remainder of this Section governs Host conduct in accordance with the Master Host Agreement.

4.1 Practitioner protection

Where a Host cancels a Confirmed Booking (whether or not the Host has a valid ground under Section 4.3), the Practitioner receives:

• a full refund of the entire amount the Practitioner paid - the Booking subtotal (Space Rate, Cleaning Fee, and Add-on Fees), HST, and the Service Fee - with RoomaMD absorbing the non-refundable Stripe processing cost, so the Practitioner is made whole and pays nothing for the cancelled Booking;
• a one-time CAD $50 rebooking credit added to the Practitioner's account, valid for ninety (90) days (three months) from the date it is granted; and
• no cancellation recorded against the Practitioner's record, so a Host-side cancellation never counts toward the Practitioner's anti-abuse cap.

4.2 Graduated Host cancellation-charge schedule

4.2.1 Where a Host cancels a Confirmed Booking otherwise than for a valid ground under Section 4.3, the Host shall pay a Host cancellation charge equal to a percentage of the Booking subtotal, subject to the minimum amounts set out below. The first unjustified Host cancellation in any rolling six (6) month period carries no Host cancellation charge; the schedule below applies from the second unjustified cancellation in that window. A day-of cancellation or no-show remains a trust-and-safety event that may trigger the operations review in Section 4.4 even where the charge is waived under this first-cancellation grace.

A day-of cancellation or no-show is also a trust-and-safety event: in addition to the charge above, the Listing may be suspended pending an operations review under Section 4.4. The suspension is a safety measure and is separate from the cancellation charge.

4.2.2 The dollar minimums apply where the percentage produces an amount below the stated minimum, which is typical on low-value short Bookings. The Host cancellation charge is a genuine pre-estimate of the administrative cost, rebooking disruption, and marketplace trust-and-safety cost caused by a Host-side cancellation. It is not a penalty, and the parties agree it is a reasonable pre-estimate of those costs.

4.2.3 The Host cancellation charge is owed by the Host to RoomaMD. It may be collected by set-off against the Host's Payouts and, where Payouts are insufficient, is payable by the Host on demand within fifteen (15) days, as provided in the Master Host Agreement. The Practitioner's protection under Section 4.1 applies regardless of whether RoomaMD has yet collected the Host cancellation charge.

4.3 Valid grounds for Host cancellation (charge waived)

4.3.1 A Host may cancel without incurring the Section 4.2 cancellation charge where the cancellation is necessitated by one of the following, documented as required:

1. Premises rendered unusable (for example, water or fire damage, HVAC failure, plumbing failure, or an electrical safety issue), documented by photo and an incident report submitted within 24 hours.
2. Building closure ordered by the landlord, condominium or strata board, or a government authority.
3. Force majeure, as defined in the Master Host Agreement and the applicable Click-Through Booking Agreement and subject to Section 3.5.
4. Practitioner College disciplinary action that requires termination of the Booking.
5. A RoomaMD-initiated suspension affecting the Booking.
6. A documented Host medical emergency or family bereavement.
7. A documented clinical-equipment or building-infrastructure failure that renders the space unsuitable for the booked scope of practice.

4.3.2 In every case under Section 4.3.1, the Practitioner still receives the full Section 4.1 protection: the full refund and the one-time CAD $50 rebooking credit (valid for ninety (90) days). The disruption to the Practitioner is the same whether or not the Host had a valid ground. Only the Host cancellation charge owed to the Platform is waived.

4.3.3 A Host may invoke a valid-ground waiver under this Section at most four (4) times per rolling 12-month window before an internal operations review is triggered. That review is conducted in good faith and considers the Host's explanation. A pattern of repeated valid-ground invocations may be treated as abuse under the Terms of Service and the Acceptable Use Policy.

4.4 Cumulative consequences for repeat Host cancellations

RoomaMD applies graduated cumulative consequences, measured over a rolling 12-month window, for unjustified Host cancellations (cancellations made otherwise than for a valid ground under Section 4.3):

A Host subject to a suspension or deactivation under this Section may explain the circumstances, and the operations review is conducted in good faith following the procedures in the Terms of Service and the Acceptable Use Policy.

4.5 Cancellation-rate transparency

4.5.1 Where a Host cancels a Confirmed Booking, RoomaMD posts a factual, dated cancellation notice on the affected Listing, alongside the Listing's reviews, recording that a Host-initiated cancellation of a confirmed Booking occurred and its date. The notice is informational only: it does not affect the Listing's star rating, and RoomaMD may, in its discretion, update or remove a notice (for example, following a successful Host appeal under Section 5 or where the cancellation arose from a documented emergency).

4.5.2 In addition, where a Host has one or more unjustified cancellations in the trailing 12 months, RoomaMD may surface that count on the Host's Listing so Practitioners can take it into account before booking.

4.6 Host-relocation alternative

4.6.1 Where a Host cannot honour a Confirmed Booking due to a circumstance within the Host's reasonable control (as described in the Master Host Agreement), the Host shall offer at least one comparable alternative Premises or time slot.

4.6.2 Where the Practitioner accepts the alternative and RoomaMD reasonably determines the alternative is comparable, no Host cancellation charge under Section 4.2 applies and no rebooking credit is owed; the Host remains responsible for any rate difference, any reasonable relocation cost, and RoomaMD's reasonable administrative cost.

4.6.3 Where the Practitioner declines the alternative, RoomaMD reasonably determines the alternative is not comparable, or the Host fails to offer one, the Practitioner protection in Section 4.1 (full refund plus rebooking credit) applies and the Host cancellation charge under Section 4.2 may apply.

4.7 De-listing does not cancel a Booking

4.7.1 De-listing, hiding, unpublishing, or archiving a Listing removes it from search and stops new Booking Requests, but it does not cancel or release any existing Confirmed Booking or pending Booking Request. Those Bookings continue on their original terms and must be honoured. A Host cannot delete a Listing that has pending or upcoming Bookings.

4.7.2 To exit a Confirmed Booking, the Host must cancel it individually from the reservation detail page (Section 6.2), in which case the Practitioner protection in Section 4.1 and the Host cancellation charge in Section 4.2 apply. Declining a pending Booking Request is not a cancellation and carries no charge.

Section 5. Disputing a cancellation outcome

5.1 If you believe a cancellation was handled incorrectly, you may open a dispute from your Booking detail page within 7 days of the cancellation. RoomaMD's team will review and respond within 2 business days.

5.2 A dispute outcome may adjust the refund, waive or reduce a Host cancellation charge, or refer the matter for further internal review. While a dispute is open, the affected Host Payout is held until the dispute is resolved.

5.3 The 7-day dispute process in this Section is separate from the general dispute-resolution process in the Terms of Service. It exists to correct a specific cancellation outcome quickly. Nothing in this Section limits a User's broader rights under the dispute-resolution and governing-law provisions of the Terms of Service, including the Notice of Dispute and good-faith resolution process and access to the courts of Ontario.

Section 6. How to cancel

6.1 Practitioners: open the Booking detail page in your dashboard and select the option to cancel. A refund preview, calculated using the rules in this Policy, is shown before you confirm.

6.2 Hosts: open the reservation detail page and select the option to cancel. You will be asked whether you are invoking a valid ground under Section 4.3, and to provide the required documentation.

6.3 In both cases, the cancellation is recorded with a timestamp, the stated reason, and the resulting refund amount. Times are stored in coordinated universal time and shown to each User in the Listing's local time zone. Both the Practitioner and the Host are notified by email.

Section 7. Relationship to the other agreements

7.1 This Cancellation Policy is a plain-language summary of the cancellation framework. The binding obligations it summarizes are set out in:

• the Master Host Agreement, which governs the Host's obligation to honour Confirmed Bookings, the valid-ground definitions for Host cancellations, the graduated Host cancellation-charge schedule, the cumulative consequences for repeat cancellations, the relocation obligation, and the recoupment of refunds and charges against Host Payouts; and
• the Master Practitioner Agreement, which governs the Practitioner's cancellation rights and obligations, including the tier framework and the valid-ground waivers.

7.2 Each individual Booking is also governed by the Click-Through Booking Agreement acknowledged at checkout, which incorporates this Policy and locks the applicable tier for that Booking.

7.3 RoomaMD applies the refund rules in this Policy consistently across every surface where a cancellation can occur, so the amount shown to you when you cancel always matches this document. If this Policy ever appears to conflict with the Master Host Agreement or the Master Practitioner Agreement, those agreements govern, and RoomaMD will correct this Policy to remove the conflict.

Section 8. Your non-waivable rights

Nothing in this Policy excludes, restricts, or modifies any right or remedy a User may have under the Consumer Protection Act, 2002 (Ontario) or any other applicable law that cannot be waived by contract. To the extent of any conflict between this Policy and such a non-waivable right, the non-waivable right prevails. The refunds, charges, and other measures in this Policy apply only to the extent they are permitted by applicable law.