Groov Club Refund & Cancellation Policy

Effective Date: December 4, 2025

Company: GeNi LLC
Platform: Groov Club (Website & App)

1. Overview

Groov Club operates as a service marketplace, connecting Customers with independent Providers and Businesses ("PROS"). Because Groov Club does not perform the services, all refunds related to service quality, no-shows, or dissatisfaction must be handled directly between the Customer and the Provider/Business.

However, Groov Club does manage the booking fee credits used to secure appointments.

This policy explains:

  • When booking fee credits may be refunded
  • When they cannot be refunded
  • Who handles service refunds
  • How cancellations work for Customers and Providers

2. Booking Fee Credits Refund Policy

Refundable if the Customer cancels 24 hours or more before the appointment

If a Customer cancels at least 24 hours before the scheduled appointment time:

  • Groov Club will refund the booking fee credits back to the Customer's Groov Club Credits balance.
  • Refund is instant or within 24 hours depending on processing volume.

Non-refundable if canceled less than 24 hours before the appointment

If the Customer cancels within 24 hours of the appointment:

  • The booking fee credits are not refunded.
  • These credits are used to support the platform's processing, scheduling, and operational costs.
  • Service payments remain handled separately (see Section 3).

3. Refunds for Services (Quality, No-Show, Dissatisfaction)

Groov Club does not issue refunds for the actual service performed or booked, including:

  • Haircuts
  • Cleaning services
  • Chef services
  • Security services
  • Any professional or home-related service

These refunds are directly between the Customer and the Provider/Business, because:

  • Providers/Businesses are independent contractors
  • Groov Club does not control the service delivered
  • Only the Provider can assess labor, materials, and compensation

Groov Club's Role

Groov Club may:

  • Assist in communication
  • Facilitate dispute discussions
  • Provide platform guidance

But Groov Club cannot force Providers or Businesses to issue refunds.

Customers must contact the Provider/Business directly via in-app messaging or their listed contact information.

4. Provider/Business Cancellations

If a Provider or Business cancels an appointment:

If cancellation occurs at any time, including within 24 hours:

  • Customers automatically receive their full booking fee credits refunded.
  • Providers may face penalties or account review for repeated cancellations.

5. No-Show Policies

Customer No-Show

If a Customer fails to show up to the service:

  • Booking fee credits are forfeited.
  • Service refund (if any) must be negotiated with the Provider/Business.

Provider/Business No-Show

If the Provider/Business does not show up:

  • Customer receives full booking fee credit refund.
  • Provider/Business may face suspension or penalties after investigation.

6. Groov Club Credits Are Non-Transferable & Non-Cash

Groov Club Credits:

  • Cannot be exchanged for cash
  • Cannot be transferred to another user
  • Can only be used within the Groov Club platform
  • Are returned as credits when eligible refunds occur

Credits refunded for booking fee cancellations are returned to the same user account.

7. Dispute Resolution

If the Customer and Provider cannot resolve a service-related issue:

You may file a Service Dispute Report through the Groov Club platform.

Groov Club will:

  • Review the details
  • Provide guidance
  • Offer recommendations
  • Document the incident for account history

Groov Club does not:

  • Guarantee a specific outcome
  • Force refunds
  • Compensate either party for disputes

8. Special Situations

Emergency Situations

If a cancellation is caused by verified emergencies (medical, accident, major weather events), Groov Club may review exceptions at its discretion.

Fraudulent Activity

If a booking is flagged as fraudulent:

  • The booking fee credits may be refunded
  • The associated accounts may be restricted pending investigation

9. Policy Changes

Groov Club may update this Refund & Cancellation Policy at any time. Changes will be posted with an updated Effective Date.

10. Contact Us

For questions or concerns about this policy:

Groov Club (GeNi LLC)

team@groovclub.us
https://groovclub.us
Weehawken, NJ