hamid
29 lines
2.8 KiB
Markdown
29 lines
2.8 KiB
Markdown
# 7. Cancellation & Refunds
|
|
|
|
[← Business Requirements](index.md)
|
|
|
|
## (a) Business requirements
|
|
- Cancellation/refund rules are **tiered and structured**, not a single blunt "default 100%". The platform defines `cancellation_policies` tiers by **lead time** and **initiating actor**:
|
|
- **Free** cancellation more than 24h before start.
|
|
- **Partial** refund (e.g., 50%) under 24h.
|
|
- **Customer no-show:** up to 100% charge.
|
|
- **Nurse no-show:** full refund to the customer **and** a penalty/forfeiture for the nurse.
|
|
- The **applicable policy is snapshotted onto the booking** at booking time (mirroring the per-booking fee-rate snapshot), so later policy edits never rewrite history. The **resolved** cancellation fee / refund percentage is recorded on the refund event.
|
|
- For multi-session engagements, **cancellation is per remaining session:** cancelling mid-engagement refunds only the un-started sessions, while completed-and-verified sessions remain payout-eligible.
|
|
- **Refunds are admin-only** — there is no customer self-service refund. A refund is initiated by an admin and **must be linked to a support ticket** (`tickets`) that holds the conversation and dispute evidence.
|
|
- A refund **decomposes across the two fee legs** — how much of the platform commission and how much of the nurse payout is being reversed — because the booking gross is `platform commission + nurse payout`.
|
|
|
|
## (b) Iran-specific considerations
|
|
- A flat percentage is too blunt for شبانهروزی live-in engagements and Iranian holiday-period bookings; tiered, snapshotted policy reduces dispute load.
|
|
- **The refund money path depends on whether the nurse has already been paid** (Section 8/10): pre-payout it is a clean reversal; post-payout it becomes a platform-funded refund plus a nurse clawback, because an Iranian bank transfer to a nurse's IBAN is effectively irreversible.
|
|
- For BNPL bookings, the refund **never** goes nurse→customer or Balinyaar→customer directly — it is initiated through the BNPL provider's revert/cancel API (Section 8/9).
|
|
|
|
## (c) MVP vs DEFERRED
|
|
- **MVP:** tiered `cancellation_policies`; per-booking policy snapshot; admin-only, ticket-linked refunds; per-session cancellation for engagements; nurse-no-show vs customer-no-show handling; fee-leg decomposition on refunds.
|
|
- **DEFERRED:** automated nurse no-show penalty (manual admin action at launch); self-service partial-refund UI; holiday-specific cancellation overrides.
|
|
|
|
## (d) Supporting database entities
|
|
**`cancellation_policies`**, `bookings` (policy snapshot, `dispute_window_ends_at`), `refunds` (admin-only, `ticket_id`, fee-leg decomposition, `refund_channel`), `tickets`, `nurse_clawbacks` (post-payout case), `ledger_entries`.
|
|
|
|
> **Related:** Data model — [Payments Ledger & Refunds](../data-model/06-payments-ledger-and-refunds.md).
|