Question 1

What is Bookwme?

Accepted Answer

Bookwme is a Hong Kong booking platform and SaaS tool. Guests book workshops, events, spaces and services with clear prices and live availability. Service providers share one booking link for Instagram, WhatsApp or their website, manage listings and bookings, and accept Stripe payments. The platform supports English and Traditional Chinese.

Question 2

Why are some categories missing on the homepage?

Accepted Answer

Category pills only appear when there is at least one live listing in that category, so empty shelves stay hidden. Bookable this week shows the experiences you can browse now. If you are a service provider, you can save a listing draft after applying and publish after approval so guests can find you.

Question 3

What does the "Best price" or "Cheapest price guarantee" label mean?

Accepted Answer

It means the service provider has chosen to claim that, across all selling channels they use, the price shown on Bookwme for that listing is the best price they offer. This is the service provider's own claim; Bookwme does not verify it and makes no guarantee about it. See "Best price claim (Cheapest price guarantee)" in the Terms & Conditions.

Question 4

How is "Most Popular" calculated?

Accepted Answer

"Most Popular" is based on the number of sales (confirmed bookings) and saves (adds to wishlist) in the last 30 days. Listings are ordered by the sum of these two counts—highest first. So listings with more recent bookings or more people saving them appear at the top.

Question 5

I can't find a feature I need or the platform doesn't have what I want. What can I do?

Accepted Answer

We encourage feedback and suggestions. If you don't find a function that fits your needs, please tell us via the Contact us form in the footer of every page or email bookwme.official@gmail.com. We'll use your input to plan future improvements and work on them where we can.

Question 6

Is Bookwme my service provider or just a platform? Who is my contract with?

Accepted Answer

Bookwme is an online marketplace only. We connect guests with independent service providers and do not own or operate the venues, experiences or services listed. When you make a booking through Bookwme, your contract is between you and the relevant service provider, not with Bookwme. Service providers are responsible for the legality, safety, quality, refunds and compliance with Hong Kong law (including the Trade Descriptions Ordinance and consumer protection rules) for their listings. Bookwme helps coordinate and may handle disputes under these terms, but, except where Hong Kong law requires otherwise, is not responsible for disputes between guests and service providers. See the "About Bookwme", "Roles & responsibilities" and "Consumer rights (Hong Kong)" sections of the Terms & Conditions for details.

Question 7

Who is liable if I am injured during an activity? Do service providers need insurance?

Accepted Answer

Except where Hong Kong law requires otherwise, personal safety and property during the experience are primarily the responsibility of the guest and the service provider. Bookwme is a booking platform only. Service providers must hold insurance appropriate to their activities and as required by law or venue rules (for example public liability), and agree to indemnify Bookwme under section 8A of the Service Provider Agreement. See Terms sections "Platform role & limitation of liability" and "Risks during experiences", and Service Provider Agreement sections 8 and 8A.

Question 8

How do I contact Bookwme or report a problem? Is the FAQ updated?

Accepted Answer

If this FAQ does not answer your question, please message us on Instagram DM @bookwme_official, Threads DM @bookwme_official, or email bookwme.official@gmail.com. You can also use the "Contact us" form or "Report a problem" link in the footer of every page. After you submit a form, you will see a reference code (for example BW-XXXXXXXX), and we will also email a confirmation; please keep the code for follow up. General enquiries receive a reply within 3 business working days. We regularly update this FAQ so you can check back for new answers.

Question 9

How do I escalate a same-day or next-day payment or booking problem?

Accepted Answer

For same-day or next-day experiences with payment errors, duplicate charges, or a mismatch between the confirmation email and My Bookings, start your Contact us message with "URGENT: booking/payment" and include the confirmation number, payment screenshot and time. General enquiries still follow the 3 business day reply window; we prioritise these emergencies during Hong Kong office hours. You can also email bookwme.official@gmail.com with the same URGENT subject. For post-experience disputes (raise within 36 hours), see the dispute FAQ entries.

Question 10

What personal data does Bookwme collect?

Accepted Answer

We collect data you give us (for example username, email, phone, display name at registration; name, email, phone and optional notes at booking; for service provider applications: name, contact details, service type and social/portfolio links for individuals, or business registration and contact person details for companies) and data we obtain automatically when you use the platform (for example IP address, browser type, pages visited). For full detail see the Privacy Policy under Terms and Conditions: "Personal data you give to us" and "Personal data we collect automatically".

Question 11

What are the purposes and legal bases for collecting my personal data?

Accepted Answer

We collect data to provide booking services, verify service provider identity, process payments and confirmation emails, perform contracts and comply with Hong Kong law. Legal bases include the Hong Kong Personal Data (Privacy) Ordinance (PDPO) data protection principles (especially DPP1—lawful purpose and fair collection), contract performance, your consent, and legitimate interests. See "Purposes of collecting and processing your personal data" and "Legal bases for personal data processing" in the Terms. We do not use your data for direct marketing without your consent.

Question 12

How does Bookwme protect my personal data?

Accepted Answer

We use HTTPS encryption for transmission, hash passwords (one way encryption) before storage, restrict access to authorised personnel, and use licensed payment provider Stripe so we do not store full card numbers. Other data is stored in a database protected by access controls (Row Level Security, RLS). We retain data only as long as necessary. You can further protect your data by using a strong password, using a secure network, and not entering unnecessary sensitive data in booking notes. See "How we protect personal data" and "How you can further protect your personal data on Bookwme" in the Terms. If a breach may pose a risk to you, we will assess and, where appropriate, notify affected individuals and the Privacy Commissioner as required by law.

Question 13

What technical tools does Bookwme use to keep my data safe?

Accepted Answer

We use HTTPS encrypted connections (the padlock in your browser), Stripe for encrypted payments (we never store full card numbers), and database level Row Level Security so that each user can only access their own account and bookings. We also apply rate limiting on login and API endpoints to reduce brute force attacks, and modern security headers such as Content Security Policy and X Frame Options to help prevent cross site scripting and clickjacking. We do not show your personal data to other users without a clear need, and we do not sell your personal data. For more information, see the Trust and Security page and other privacy questions on this FAQ.

Question 14

What rights do I have over my personal data?

Accepted Answer

Under the Hong Kong PDPO you have the right to access and obtain a copy of your personal data we hold, request correction of inaccurate data, request erasure or cessation of use (subject to legal and operational requirements), and opt out of direct marketing. If you believe we have breached the Ordinance you may complain to the Office of the Privacy Commissioner for Personal Data. To exercise your rights or enquire, email bookwme.official@gmail.com. See "Your rights" in the Terms. We will respond within the time limits required by the Ordinance.

Question 15

What do terms like 'personal data', 'data user' and 'processing' mean in your privacy notice?

Accepted Answer

"Personal data" means data relating to a living individual who can be identified directly or indirectly. "Data user" in this policy means Bookwme, which controls the collection, holding, processing or use of the data. "Processing" includes collecting, holding, disclosing, transferring, erasing and other operations on personal data. Full definitions are in "Terms we may use in our privacy notices" under the Privacy Policy in the Terms. We process your data in accordance with the six Data Protection Principles under the Hong Kong PDPO.

Question 16

How long do you keep my bookings and personal data?

Accepted Answer

We keep your personal data and booking records only for as long as reasonably necessary to fulfil the purposes described in our Privacy Policy and to meet legal, accounting and risk management requirements. In practice this means that key transaction data such as your name, contact details, booking details and amounts are kept for a number of years so that we can handle disputes, audits and financial reporting, while data that is no longer needed is deleted or anonymised where feasible. Exact retention periods vary by data type (for example transaction records, identity documents and technical logs) and applicable law or regulatory guidance. If you would like to ask about or request deletion of certain data, please contact us using the “Your rights” section of the Terms; we will consider your request subject to legal and operational constraints.

Question 17

Do you use cookies or analytics tools? What for?

Accepted Answer

We use cookies and similar technologies to provide basic functions (such as keeping you logged in and remembering your language preference), improve site performance and understand which pages are most used. Some information may be collected in aggregated or pseudonymised form via analytics tools, for example usage statistics that help us improve the product and detect abnormal activity; we do not sell this data to third parties for their own independent marketing. If we introduce advertising-related tracking in future, we will explain it clearly and, where required by law, obtain your consent first. You can limit or delete cookies via your browser settings, but this may affect how some features work.

Question 18

Will my data be transferred outside Hong Kong?

Accepted Answer

Depending on the infrastructure and vendors we use, some data may be processed or stored outside Hong Kong, for example by email, payment or database hosting providers whose servers are located in other regions. Regardless of location, we use contracts and technical measures to require our partners to provide a level of protection consistent with the Hong Kong Personal Data (Privacy) Ordinance, including processing data only on our instructions, applying appropriate security measures, and not using your data for their own unrelated purposes. For more details about how and where data may be processed, please see our Privacy Policy. If you have specific concerns about cross-border transfers, you can contact us to ask for more information.

Question 19

Are free events or free (HK$0) bookings charged?

Accepted Answer

HK$0 bookings never incur platform fees. For approvals on or before 31 July 2026 (HKT, inclusive), paid bookings have no Bookwme per-booking platform fee for 90 days after approval; Stripe card payments still incur separate processing fees. Approvals from 1 August 2026 receive 30 days (duration may change). After the promo, fees follow your plan (Free 1.5% cap HK$60, Starter 1.0% cap HK$45, Growth 0.6% cap HK$35, Business generally HK$0 under agreement). Off-platform methods such as PayMe/FPS are available on all plans after billing-card verification. Your first Starter, Growth or Business subscription includes a separate 14-day trial on monthly fees. Optional charges include storage overage, voluntary ads, and WhatsApp/website referral clicks after your plan's monthly free quota (Free 10, Starter 30; Growth and Business unlimited).

Question 20

What does the "Can issue receipt or invoice" filter mean in search? Is it only for companies with a BR?

Accepted Answer

When you tick the "Can issue receipt or invoice" filter in search, results are limited to service providers who have declared that they can issue receipts or invoices in their business or company name and who have provided basic business registration details in their account so we can perform a limited form check. Other providers who have not given sufficient BR information will not appear in this filtered view, even though they may still be able to give you simple payment records in individual cases. Each formal invoice is issued only by the service provider for that specific booking; Bookwme and payment providers such as Stripe do not issue tax invoices on behalf of service providers and do not provide tax or accounting advice. If you have specific tax, reimbursement or accounting needs, please confirm directly with the service provider or their professional adviser before booking. Any payment confirmations or receipts sent by the system or payment providers are payment records only and are not the same as a formal tax invoice from the service provider.

Question 21

Does the total price at checkout already include platform fees? Are there any hidden charges?

Accepted Answer

Yes. The total amount you see at checkout already includes all platform fees and, where applicable, card processing costs for that booking when you pay by card on Bookwme. You do not need to pay an extra hidden platform fee on top of what is shown. Platform fees are calculated between Bookwme and the service provider based on their plan and the order amount, and are deducted from the service provider’s share. For other payment methods such as PayMe, FPS or bank transfer where you pay the service provider directly, any fees charged by those payment tools or banks are between the service provider and their providers and are not added as a separate platform fee on the Bookwme checkout page.

Question 22

Why does the price change when I pick a different date, time or number of guests?

Accepted Answer

Some listings use advanced pricing rules set by the service provider (for example weekend rates, evening surcharges, seasonal date ranges, or prices that depend on group size or product options). The booking page recalculates the total as you change date, time slot, headcount or options. The amount shown before you confirm payment is the same amount charged at checkout.

Question 23

Why must I pick every session when buying a course style package?

Accepted Answer

Some hosts sell course style session packages (for example a 4 class course), or set Course sessions on a single listing. You must pick each date and time on the listing calendar and add those dates until every session is selected, then pay. The booking page shows Session X of Y and prompts you for the next session after each add. After checkout there are no remaining sessions to redeem later. If the calendar does not reach far enough, ask the host to extend the listing rolling availability window. Flexible packages (for example a gym 5 visit card) may only require one booking day at purchase, with the rest redeemed later.

Question 24

What are the guest booking steps? Do I need to sign in first?

Accepted Answer

On the listing page, booking is three steps: pick date and time, enter your details (name, email, phone), then choose payment and confirm. On phones the booking section opens by default, with a sticky Book bar at the bottom. You can select a date and fill details first; if you are not signed in when you confirm, Bookwme asks you to sign in or register, keeps your draft, and returns you to the same page. Stripe card payments usually confirm instantly after payment. PayMe, FPS and similar methods open a dedicated payment page where you pay within the hold window and upload a screenshot for the host to confirm. Afterwards, use the thank-you page to add the event to your calendar, download a receipt, or manage changes in My bookings.

Question 25

Is there a refund guarantee for Starter or Growth plans?

Accepted Answer

Your first Starter, Growth or Business subscription includes a 14-day trial on monthly fees when you subscribe. Bookwme per-booking platform fees are waived during the post-approval promo period (90 days if approved on or before 31 July 2026 HKT, 30 days for later approvals; Stripe processing still applies on card payments); then charged by plan. HK$0 bookings are always free. Subscription prices may change; if you already paid for the current billing period, you keep that price until it ends. You can request a refund within 14 days of your first paid subscription charge using the Request refund button on the Pricing page or in plan settings.

Question 26

Does the Business plan include a free trial? How do I get it?

Accepted Answer

Yes. Business includes a one-time 14-day free trial. You can request a refund by logging in and using the Request refund button on the Pricing page or in your plan settings.

Question 27

Is it safe to use my credit card on Bookwme?

Accepted Answer

Yes. We use Stripe, a globally recognised payment platform, to process all credit card transactions. All transaction data is encrypted to protect your payment information. Bookwme does not store your full credit card numbers.

Question 28

Why do I need to provide my card details?

Accepted Answer

When you choose to pay by card on the platform, we need to process the payment through our licensed payment provider Stripe, so you will be asked to enter your card details to complete the booking. Your card details are processed and encrypted by Stripe and Bookwme does not store your full card number. If you use another payment method, for example PayMe, FPS, or arrange payment with the service provider via WhatsApp, you do not need to enter card details on the platform.

Question 29

How does confirmation timing differ between Stripe and other payment methods?

Accepted Answer

We recommend Stripe card payment: after a successful payment, your booking is confirmed instantly without waiting for service provider approval. If you choose PayMe, FPS, AlipayHK or similar off-platform methods, the booking stays pending until the service provider confirms after you submit payment proof.

Question 30

How long does a card refund usually take and where does it go?

Accepted Answer

If you paid by card on Bookwme and your booking is eligible for a refund, the refund is processed via Stripe back to the same card or payment method you originally used. Once a refund is submitted, most banks and card schemes show it on your card statement or account within about 5 to 10 business days, but the exact timing depends on your bank’s processing. If you paid the service provider directly via PayMe, FPS, bank transfer or other off-platform methods and they agree to refund, Bookwme will only help calculate and record the amount; the actual refund and timing are handled manually by the service provider through the original payment channel.

Question 31

What does a custom policy like "80% refund within 7 days" actually mean?

Accepted Answer

When a listing shows a custom refund policy such as "80% refund within 7 days", it normally means that if you cancel within the stated time window counted from when you made the booking, you are entitled to that percentage of your payment back. For example, “80% refund within 7 days” means cancelling within 7 days of booking gives you roughly an 80% refund; after that window there is usually no refund unless the listing describes another rule. For listings that use custom text, our system reads the policy and automatically calculates any eligible refund percentage and amount for you during the cancellation flow so you can see how much you would get back before confirming.

Question 32

How do security deposits (押金) work on Bookwme?

Accepted Answer

Some listings charge a refundable security deposit in addition to the activity price. At checkout, the order breakdown shows a security deposit line and includes it in the total you pay. If you paid by card on Bookwme (Stripe): about 24 hours after the activity ends, if there is no open dispute, Bookwme normally auto-refunds the unused deposit via Stripe. The service provider may lower the refundable amount for damage or breach (refund amount 0 means withhold all), and you will get an email or notification with the refund and withheld amounts. In My Bookings you can see held, adjusted, refunded or withheld status clearly. If you cancel the booking, the deposit is normally returned separately from the activity fee. For PayMe, FPS and other off-platform payments, the service provider returns the deposit manually; Bookwme does not auto-refund those deposits via Stripe.

Question 33

What should I do if the booking page shows an error or no confirmation but my card seems to have been charged?

Accepted Answer

Very occasionally, for example if your connection drops or you close the browser too quickly, you might see an error screen while your bank temporarily shows a pending charge or authorisation. In this situation, first log in to Bookwme and open “My Bookings” to check whether a booking was actually created for that date and listing; if nothing appears, the booking was likely not completed or has been automatically cancelled and your bank should release any temporary hold after a few days. If you are unsure whether the booking succeeded, or you still see a charge on your statement, please take screenshots of the error page and the card statement entry and contact us via the footer “Contact us” link or email bookwme.official@gmail.com. We will check our transaction records and coordinate with the service provider or payment processor as needed, including arranging a refund where appropriate.

Question 34

How can I contact the service provider before or after booking? Will I see unread message alerts?

Accepted Answer

You can contact service providers using the Inbox messaging system on Bookwme. Before booking, use the “Contact service provider” button on the listing where available, or start a new chat from the Inbox page; after booking, you can open the booking detail in “My Bookings” and send a message from there so your conversation is linked to that booking. New messages and unread counts are shown in the Inbox page and, in some layouts, as a badge in the navigation bar so you can see when there are replies waiting for you.

Question 35

How can I get an invoice?

Accepted Answer

After a successful booking you will usually receive a booking confirmation email. The thank-you page and confirmation email include a signed order receipt PDF link (no login required to download). If you need a formal invoice, you can request one from the service provider of that booking. Invoices are issued by the service provider: they may use the platform-provided invoice template, sign it with their name (digital signature) and send it to you; or when they email you their own PDF invoice, they may optionally CC us (bookwme.official@gmail.com) so we can keep a record (not compulsory). See "Invoices & receipts" in the Terms and the platform's invoice template. If you pay on the platform by card or other online methods, any payment confirmation or receipt sent by the system or by our payment provider (for example Stripe) is only a payment record and does not count as a formal tax invoice from the service provider. If you need a formal invoice, you still have to request one directly from the service provider.

Question 36

I didn't receive my confirmation email / I can't find it. What should I do?

Accepted Answer

Please check your inbox and your spam or promotions folder—some providers filter confirmation emails there. If you still can't find it, verify the email address you used at booking was correct and contact us at bookwme.official@gmail.com for assistance.

Question 37

If the platform is temporarily unstable or unavailable, can I still see previous data? Will confirmation records and emails be affected?

Accepted Answer

Yes. When live services are temporarily unstable, Bookwme will try to show your latest successful dashboard or booking snapshot in read-only mode. Existing booking confirmation records remain valid and are not cancelled by short frontend outages. Confirmation and update emails continue through background delivery with automatic retries if the provider has a temporary failure. You should still rely on My Bookings and received confirmation emails as your primary records, then check again after service recovery for the latest status.

Question 38

Why can I not see the full address before payment for some listings?

Accepted Answer

Some service providers choose the "show address after payment" setting for privacy and safety. In that case, before payment you may only see area-level or limited location information. The full address is shown after payment when the booking is confirmed.

Question 39

How are room details shown for multi-room listings? Will I see a room number?

Accepted Answer

If the service provider has configured multiple rooms, your booking-related pages can show the assigned room name and, when provided, the room number to help on-site navigation. The actual assignment follows booking data and the provider configuration.

Question 40

What address will I see if the provider does not enter a room-specific address?

Accepted Answer

If a room-specific address is not provided, the system falls back to the listing main address by default. If that listing also uses "show address after payment", the full address is still revealed only after payment.

Question 41

Why do I no longer see the access code or some room details later?

Accepted Answer

Access codes are shown only within a valid display window and are hidden after expiry. Some location details may also depend on the provider's address visibility setting, so what you see can vary by timing. Contact the provider directly if you need confirmation.

Question 42

I'll be arriving outside check-in hours. Can I still check in?

Accepted Answer

This depends on the service provider's policy. The service provider will do their best to meet your needs but can't guarantee your request. We recommend checking the service provider's check-in policy on their profile or listing (if shown) and contacting the service provider directly to confirm.

Question 43

What should I do if I encounter a problem?

Accepted Answer

Check your confirmation email or the “My Bookings” page, which both show the booking and the service provider’s contact details such as WhatsApp or phone. You can also contact the service provider directly through the Bookwme platform. We recommend choosing service providers with more contact options so you can reach them easily if needed. If the issue still cannot be resolved, use the “Contact us” link in the footer or email bookwme.official@gmail.com for assistance.

Question 44

Does Bookwme handle availability checks, price negotiations, contracts or payments on my behalf?

Accepted Answer

No. Bookwme is an information and referral platform only. All final arrangements such as dates, pricing, contracts, payments and delivery are handled directly between guests and service providers or venue operators. For products that use our booking form, the service provider can set multiple delivery methods with different fees and decide for each method whether a delivery address is required; the final delivery arrangements, including how and when items are shipped or picked up, remain between you and the service provider.

Question 45

When can service providers use off-platform methods such as PayMe, AlipayHK, or FPS?

Accepted Answer

Off-platform payment methods (such as PayMe, AlipayHK, FPS, and bank transfer) are available on all plans after you add and verify a billing card in your dashboard and upload your own payment QR or code for that method (guests only see it at checkout once details are uploaded). When you confirm an off-platform payment, Bookwme charges the per-booking platform fee to that card (unless legacy credit or an allowed overdraft covers it). HK$0 free activities remain available.

Question 46

If I take off-platform payments, do I still need to log bookings in Bookwme?

Accepted Answer

Yes. To keep marketplace data quality and ranking fairness, service providers must log booking outcome (completed/cancelled/no-show), final amount, completion time, and payment method within 48 hours after service completion. Bookwme may request transaction references or payment proof based on risk checks. Repeated missing or inaccurate logs may lead to reduced visibility, off-platform suspension, or account restrictions.

Question 47

After being referred off-platform (e.g. WhatsApp), how should I complete my booking?

Accepted Answer

After being referred off-platform (e.g. WhatsApp), please confirm directly with the service provider: dates / times, prices, deposit and payment method, house rules, and cancellation / refund policy. We recommend keeping a record of all messages and payment proofs.

Question 48

Can I cancel or change my booking made via WhatsApp or off-platform? How are refunds handled?

Accepted Answer

For bookings completed via WhatsApp or off-platform, all changes, cancellations and refunds are handled solely by the service provider or venue operator. Bookwme does not process these refunds directly; please check the service provider's own terms and contact them for any changes or refund requests.

Question 49

Can I cancel or change my booking? (On-platform payments)

Accepted Answer

For on-platform card payments, cancellation and refund policies depend on each service provider's settings and are clearly displayed on each listing page. Common policies include: No Refund (non-refundable after payment), 24-Hour Full Refund (full refund within 24 hours), 3-Day Flexible (100% refund within 3 days), and Custom Policy (service provider-defined refund terms). If the policy is a full refund (or if the service provider cancels), the service provider agrees to cover any extra transaction costs so you receive the full amount you paid. For partial refunds, the refunded amount follows the policy.

Question 50

Can I change the dates or timeslot of my ticket?

Accepted Answer

For confirmed bookings on Bookwme, open "My Bookings" and use "Reschedule" to pick a new date and time slot when still within the window before your experience starts (based on the listing refund policy). If self-service is not available, use "Request service provider adjustment" so the service provider can apply the change from their dashboard; you will receive a confirmation email when updated. You can also cancel and rebook if your refund policy allows.

Question 51

Can I book an experience as a gift for someone else?

Accepted Answer

Yes. On the listing checkout, tick "This is a gift" and enter the recipient email (optional name and short message). After payment, the recipient receives a Bookwme email with the experience details and confirmation number. The paying guest still manages the booking (reschedule, cancel, disputes).

Question 52

How do I leave a review with photos?

Accepted Answer

About 24 hours after the experience date, open "My Bookings" and submit a review for that booking (rating, text, up to 5 photos). Photos appear on the listing page and on the service provider shop page under recent reviews. Bookwme may hide inappropriate photos after moderation while keeping the written review.

Question 53

Can my wishlist send price-drop or remind-me emails?

Accepted Answer

Yes. On your Wishlist, turn on "Notify on price drop" for a saved listing, or set a remind-me date. When the price falls below the last price you saw, or when the remind date arrives, we email you. You can turn these alerts off at any time.

Question 54

What is a guest referral code and what reward do I get?

Accepted Answer

When you sign up, you can enter a friend's referral code (or open a sign-up link with a ref parameter). The new guest and the referrer each receive a one-time Bookwme promo credit (about HK$20 equivalent) for eligible platform uses. Each new account can use a referral code once. See Account Settings and the Terms.

Question 55

Where are the Privacy Policy and Contact pages?

Accepted Answer

Privacy Policy is at /privacy (aligned with the privacy section in the Terms). Contact us is at /contact. You can also use the Contact us form in the footer of every page or email bookwme.official@gmail.com.

Question 56

How are fees calculated?

Accepted Answer

When you book, the total amount you pay is clearly displayed on the booking page, including: Listing Price (the price you see), Service Provider Amount (amount the service provider receives after platform fees), and Platform Service Fee (per booking, not per item), plus any applicable card processing fees for card payments such as Stripe: Hong Kong cards around 3.4% + HK$2.35; international cards may be slightly higher; Stripe Radar fraud screening fees may apply and are often waived for standard pricing. Bookwme has different plans, including Free. For Free, Starter and Growth, per-booking platform fee follows one unified percentage-plus-cap model: Free 1.5% (cap HK$60), Starter 1.0% (cap HK$45), Growth 0.6% (cap HK$35). Business generally has HK$0 per-booking platform fee under its agreement terms. Stripe card processing is calculated apart from the Bookwme platform fee and is not Bookwme revenue. Platform fees apply to paid bookings created and completed on Bookwme across payment methods, including Stripe, PayMe, FPS and offline/cash booking records; for off-platform methods, guests pay the service provider directly. Any separate fees charged by payment tools or banks are between the service provider and those providers. All fees are transparently displayed before booking confirmation. See the Pricing page for details.

Question 57

What if I have a dispute about my booking? How do I raise a dispute and what is the deadline?

Accepted Answer

If you have an issue with a completed or past experience, please try to resolve it with the service provider first. If you cannot agree, you may raise a dispute within 36 hours of the experience date and time: go to "My Bookings", find the booking and click "Raise dispute", then submit your reason and description. The service provider must reply within 24 hours. Bookwme will process the case per our terms and our decision is final. See "Dispute resolution" in the Terms and the Trust and Security page.

Question 58

What happens if the service provider cancels, or the event is cancelled due to weather or safety issues? Will I get a full refund?

Accepted Answer

If a booking is cancelled by the service provider, or cannot go ahead at the scheduled time for safety, weather or other force majeure reasons, the general expectation is that you will receive a full refund and the service provider will bear any extra transaction costs so you are not out of pocket. Some listings may instead offer rescheduling, moving the experience online or issuing a voucher; the exact arrangements are defined in the listing and confirmation email. If you receive a cancellation notice and are unsure about the options, contact the service provider via Bookwme messages or the contact details on the listing. If you still cannot agree, you may raise a dispute within 36 hours of the scheduled time via “My Bookings”, and Bookwme will review the case under our terms.

Question 59

If I am late or do not show up (no-show), can I get a refund or reschedule?

Accepted Answer

Unless the listing or service provider expressly states otherwise, arriving very late or not showing up at all is generally treated as having used your spot and normally does not qualify for a refund or reschedule. Some experiences may offer a limited grace policy in their refund or rescheduling terms, for example allowing one reschedule if you notify them before a certain deadline, or still accommodating you if you arrive only slightly late. Always read the refund and usage terms on the listing and in your confirmation email carefully, and if you expect to be late or your plans change, contact the service provider as early as possible to see what can be arranged.

Question 60

What is the guest profile and booking statistics?

Accepted Answer

When you book as a guest, Bookwme summarises your booking counts, completed/confirmed bookings, cancellations and no-show marks for you to view in "My Bookings". Service providers who have shared a booking with you may see a summary (without your email in the URL). You can hide statistics from other hosts in Account Settings. Statistics do not prove attendance or experience quality and do not automatically block future bookings. An individual service provider may still add your email or phone to their own block list to refuse new public bookings, waitlist joins or event enrollments with them.

Question 61

Why can I not complete a booking with a service provider?

Accepted Answer

If checkout says the booking cannot be completed and asks you to contact the service provider, that provider may have declined new public bookings, waitlist joins or event enrollments that use the email or phone you entered. Existing confirmed bookings are not cancelled automatically. Please contact that service provider directly; Bookwme does not show block list details to guests.

Question 62

Can I appeal a no-show mark?

Accepted Answer

Yes. If a booking was marked as no-show and you believe it is incorrect, open that booking in "My Bookings" and submit an appeal with your explanation. Bookwme will review it but cannot guarantee the mark will be removed; outcomes follow our terms.

Question 63

Can I join a waitlist when a timeslot is full?

Accepted Answer

Yes. When a slot shows as fully booked, enter your name and email on the listing page and tap "Join waitlist". If another guest cancels and frees a spot, we email you so you can return to the listing to book while availability lasts (first come, first served; not guaranteed).

Question 64

Will I get a reminder before my booking?

Accepted Answer

For confirmed bookings, if you keep "upcoming booking" reminders enabled, Bookwme sends best-effort email and optional PWA push at times chosen by the service provider (default about 24 hours and 1 hour before). Providers may turn reminders off or choose 36 / 24 / 12 / 6 / 3 / 1 hours. Without a timeslot start time, you may only get a calendar day-before style reminder when 24 hours is selected. Upcoming reminders are a helper; delivery also depends on your notification settings, your email provider, and system operation. Please rely on your confirmation email and My Bookings for authoritative details; Bookwme does not guarantee that reminders will always be delivered on time. Adjust this in Account Settings → Notifications. SMS reminders are not available today and may be added in future.