Cancellation Policy

1. Customer Cancellations

The following cancellation terms apply to customers:

Platform service fees are non-refundable in all cases.

2. How to Cancel

To cancel a booking:

• Log in to your COQUUS account
• Navigate to "My Bookings"
• Select the booking you wish to cancel
• Tap "Cancel Booking" and confirm

Cancellation requests sent outside the Platform (e.g., by email or phone) are not accepted and do not start the cancellation clock.

3. Chef Cancellations

If a chef cancels a confirmed booking:

• The customer will receive a full refund including the platform service fee
• COQUUS will make reasonable efforts to find an alternative chef
• The chef may receive a cancellation penalty depending on the notice given

Repeated chef cancellations may result in account suspension or removal from the Platform.

4. Chef's Right to Leave

If a chef reasonably believes that their safety, wellbeing or dignity is at risk, the chef has the right to stop the service and leave the premises immediately. This includes, but is not limited to:

• Threats, aggression, intimidation or physical violence
• Harassment, discrimination or sexually inappropriate behaviour
• Illegal activity at the premises
• Dangerous, severely unhygienic or materially unsuitable working conditions
• Intoxicated or disorderly behaviour that creates a safety risk
• The presence of undisclosed animals, individuals or other circumstances that create a reasonable safety concern

Leaving under such circumstances will not automatically be treated as a chef cancellation. If there is an immediate danger, the chef should leave the premises first and contact the emergency services where necessary. The chef should then notify COQUUS as soon as reasonably possible through the Platform or by contacting info@coquus.se.

5. Force Majeure

In exceptional circumstances beyond a user's control (e.g. serious illness, natural disaster), COQUUS may at its discretion offer a full refund or booking credit. Such requests must be submitted to info@coquus.se with supporting documentation.

6. No-Shows

If a customer is not present at the agreed location within 30 minutes of the booking start time and has not communicated with the chef, this will be treated as a same-day cancellation. No refund will be issued. If a chef does not arrive within 30 minutes of the booking start time without prior notice, the customer is entitled to a full refund.

7. Refund Processing

Approved refunds are processed within 5–10 business days and returned to the original payment method. Processing times may vary depending on your bank or payment provider.

8. Contact

For cancellation queries, contact us at info@coquus.se.