Cancellation, refunds and the clock
What is kept when a booking is called off follows the notice given: everything back beyond twenty-four hours, half inside the final day, none once she leaves.
Itineraries move, flights move, and a couple who has just spent nine days at sea sometimes lands ashore wanting nothing at all. The house treats all of that the same way, by reading the clock rather than the reason.
The scale, in three lines
More than twenty-four hours before the booked time, nothing is kept and the deposit comes back whole. Inside the final twenty-four hours but before she has left, half the deposit is kept as fee already earned and half is repaid. Once her journey has begun, the whole deposit stays with the house. Nothing is ever claimed past the deposit, and cancelling never makes either of you liable to the house for damages.
Two things that soften the last line
If somebody else takes the hour you released, the deposit is repaid in full, because the time was not lost after all. And if you can show that the loss to the house was smaller than the share it kept, only that smaller amount stays.
A worked example, on the night before a sailing
Take ninety minutes for two with one therapist at EUR 540, confirmed with EUR 270. Called off the previous morning, all EUR 270 returns. A message at seven in the evening against a nine o'clock start splits it: EUR 135 stays and EUR 135 comes back. Called off at ten past nine with her already in a taxi, the EUR 270 stays unless the hour is re-let.
A same-day hour with nothing behind it
Where no deposit was taken, the scale has nothing to work on. Called off while she has not yet set out, nothing at all is owed. Called off once she is already crossing the city, it costs the share of the fee her journey represents and not a euro more.
Moving rather than cancelling
One change of date is free, if the request lands more than twenty-four hours ahead and the new date falls within fourteen days. The booking terms carry the whole of this, including what happens when a transport shutdown makes the journey impossible.