The short version
- More than 24 hours before the session: cancel for a full refund, or move it once.
- Less than 24 hours before: the session can't be refunded or moved, because the guide has reserved that time.
- Guide cancels or doesn't show up: full refund.
- Something else goes wrong: report it within 24 hours. The guide isn't paid until our team has looked at the evidence and decided.
At a glance
| What happened | What you get |
|---|---|
| You cancel 24 hours or more before the start | Full refund, automatically |
| You cancel less than 24 hours before | No refund; the guide is paid for the reserved time |
| You reschedule 24 hours or more before | Moved once, to any open time the guide offers |
| The guide cancels | Full refund, automatically |
| The guide doesn't join | Our system spots it from the call records and opens a case. After a quick review you're refunded in full |
| Neither of you joins | A case is opened automatically and reviewed |
| You join late or don't join | The session still ends on time and counts as delivered |
| The session was much shorter than booked, not as described, or the guide behaved badly | Report it within 24 hours. Full, partial or no refund depending on the evidence |
| Technical problems stopped the session | Report it within 24 hours. We look at whose connection failed and decide fairly |
| You were charged twice or the wrong amount | The extra is refunded |
| Your payment went through after the time was taken by someone else | Full refund, automatically |
Cancelling
Cancel from the session page. Both of you are emailed, and the calendar invite is cancelled. If you're owed a refund, it's issued immediately.
Guides who cancel often are shown less in search and may lose the ability to take bookings.
Rescheduling
Customers can move a session once, up to 24 hours before it starts, to any open time in the guide's calendar. Both of you get the new time by email.
Reporting a problem
If something went wrong, report it from the session page within 24 hours of the session ending. Tell us what happened, what you're asking for (a full or partial refund) and add screenshots if they help.
When a problem is reported:
- The guide's payout for that session is paused.
- The guide is asked to share their side.
- Our team reviews the evidence and decides. Both of you are emailed the decision and the reason.
We look at the records from the call: when each person joined and left, how long you were both there, connection quality and errors, and the transcript if both of you agreed to one. We also look at your messages, both people's feedback, any files attached, and the booking details.
How refunds are paid
- Refunds go back to the card or payment method you used. We can't send them anywhere else.
- Once we issue a refund, banks usually show it within 5 to 10 business days. That timing is up to your bank, not us.
- If a refund fails, for example because the card was closed, we'll contact you to arrange another way.
- Refunds are made in US dollars, the currency you paid in. If your bank converted the payment, the amount you see may differ slightly because of exchange rates.
- When you're owed a full refund, you get the full amount back. We don't deduct payment processing fees.
Chargebacks
Please contact us first; most problems are fixed faster that way. You can always dispute a charge with your bank, and we'll never ask you to withdraw a genuine dispute as a condition of helping you. While a chargeback is open, the guide's payout for that session is paused.
Your legal rights
Nothing in this policy limits rights you have under the consumer law of the country where you live.