LEGAL

Refund & Cancellation Policy

Last updated: February 2026

Setup fee (once-off)

The once-off setup fee covers the design and build of your practice website, booking system configuration, payment integration, automated reminder workflows, and all associated implementation work.

Before kickoff: If you change your mind before onboarding begins (before scope is confirmed and build work starts), a full refund of the setup fee will be issued within 7 business days.

After kickoff: Once onboarding has begun and scope is confirmed in writing, the setup fee is non-refundable — except where our delivery guarantees apply (see below).

Monthly system fee

The monthly system fee covers hosting, booking system monitoring, workflow maintenance, and minor wording tweaks. It is billed in advance each month.

You may cancel your monthly system fee at any time after the initial 30-day period by sending written notice to admin@skyloom-web.com. The 30-day notice period begins from the date we confirm receipt of your cancellation request. You will continue to have full access to all services for the remainder of your current billing period.

No partial refunds are issued for unused days within a billing period.

Delivery guarantees

Skyloom provides delivery-based guarantees that override the general non-refund policy for setup fees. These protect your investment if we fail to deliver what was agreed:

  • Deadline Guarantee: Your system will be live within 10 business days of receiving your content and account access. If we miss this deadline, you receive a full setup fee refund or we continue working for free until the system is live — your choice.
  • Functional Guarantee: The booking system must work correctly within 7 days of launch. If it doesn’t, we fix it immediately and your first month’s system fee is waived.
  • Scope Guarantee: The agreed written scope will be delivered exactly as specified. If any agreed features are missing, they are added at no charge and the bug-fix support period is extended to 120 days.

Patient deposits

Any deposits collected from patients through the booking system are transactions between your practice and your patients. Skyloom does not hold, process, or have access to these funds — they are paid directly to your practice via your own payment provider account (e.g., Paystack). Refund policies for patient deposits are set and enforced by your practice, not by Skyloom.

What happens when you cancel

Upon cancellation of your monthly system fee:

  • Your domain remains yours
  • Your website files and content remain yours
  • Your booking system account (e.g., Cal.com) remains accessible under your own login
  • Hosting and ongoing maintenance by Skyloom will stop at the end of your final billing period

We do not lock you into proprietary platforms. You are free to continue using your domain, website files, and booking account independently after cancellation.

How to cancel or request a refund

Send your request to admin@skyloom-web.com with the subject line “Cancellation Request — [Practice Name]” or “Refund Request — [Practice Name]”. We will confirm receipt within 2 business days.

Contact

Questions about this policy? Email admin@skyloom-web.com.

For full terms governing our services, see our Terms of Service.