Resolving a Problem with a Booking

Most bookings go smoothly, but sometimes something goes wrong: a piece of equipment breaks, the space isn't as described or there's damage after a booking. Here's how to sort it out.

Step 1: Talk to the other person through Syzl

Start by messaging the host or food maker in the Syzl app. Many issues can be fixed with a quick conversation.

• Describe what happened and when.

• Attach photos if something is damaged, dirty or missing.

• Keep the conversation in Syzl messages so there's a clear record if our team needs to help.

See Messaging your host for how messaging works.

Step 2: Contact our support team

If you can't agree, email help@syzl.io or tap the email address on the Support page in the app. Include:

• the booking date and kitchen name

• a short description of the problem

• photos or screenshots

• what you'd like to happen (for example, a refund or a deposit claim)

Our team will review the details with both sides and help you reach a fair outcome.

If there's damage to a kitchen

Food makers: tell the host right away, with photos and a description. See Damage to a kitchen host's property.

Kitchen hosts: message the food maker with photos, then email our team to request a damage or cleaning charge. We'll help both sides reach a resolution. See Damage deposit for how deposits work.

Report damage within 72 hours after the booking ends. Our support team reviews the details from both sides and makes the final decision on any damage or cleaning charge, usually within 5 business days. If a charge is approved, it goes to the food maker's card as a separate invoice and is paid out to the host.

Cancellations and refunds

If the problem is about cancelling or getting money back, see the Syzl cancellation policy and Refunds.