Last updated: August 1, 2025
This Cancellation Policy outlines the rules and procedures for canceling services booked via the Lyvo platform. It applies to all users of our ecosystem, including customers, service providers (Lyvo Pro), and staff members (Lyvo Staff). Lyvo is committed to respecting consumer protection laws in France and the European Union, ensuring a fair and transparent cancellation process.
In accordance with Article L221-18 of the French Consumer Code and EU consumer law, customers have a legal right to withdraw from a remote service contract within 14 days of confirmation, without giving any reason.
However, this right does not apply once the service has started — with your prior express consent — as specified under Article L221-28.
By confirming a booking on Lyvo, the customer explicitly agrees:
“I authorize Lyvo and the service provider to begin the service before the end of the 14-day withdrawal period. I understand that if the service is fully performed, I will lose my right of withdrawal.”
Cancellations are free if made at least 12 hours before the scheduled appointment.
If canceled less than 12 hours before the appointment, a cancellation fee of 30% of the total service price will be applied.
If the service provider is already on the way or on-site, 100% of the fee may be charged.
If the customer is not present at the location at the scheduled time without prior notice, the booking will be marked as a "No-Show", and the full fee will be charged.
Providers are expected to honor accepted bookings.
Any cancellation must be made at least 12 hours in advance.
Repeated last-minute cancellations may result in:
Temporary suspension
Platform visibility reduction
Monetary penalties in extreme cases
If a technician is unable to perform a task, they must notify their manager or team lead at least 6 hours in advance.
Unjustified absences may lead to:
Account review
Suspension from task assignments
Negative impact on internal ratings
Eligible cancellations will be refunded in full to the original payment method or Lyvo Wallet.
Refunds are processed within 7 business days, depending on your bank or payment provider.
If cancellation fees apply, the deducted amount will be clearly stated in your cancellation confirmation.
If you believe a cancellation fee was applied in error, or you experienced technical issues during cancellation, you must contact our support team within 48 hours of the scheduled service:
📧 Email: support@lyvoone.com
📞 Phone: +33 6 51 91 58 35
This policy is written in compliance with:
French Consumer Code (Code de la consommation – Articles L221-18 to L221-28)
EU Consumer Rights Directive (2011/83/EU)
General Data Protection Regulation (GDPR) in terms of consent management.
