Booking Rules

When a client pays, the Credits are held by us, not by the provider. They are released to the provider after the session: when the client confirms it, or automatically after a set time if nobody raises a problem.

A client who wants money back requests a refund on the order in the app. The provider has 7 days to accept or dispute it. A request the provider does not answer is refunded. A disputed order is decided by our team under these rules.

Always pay with Credits in the app. A payment made directly to the other person never reaches us, so we cannot hold it or return it.

Times are counted from the start time in the order, or a new time both sides agreed in the app chat.

• 6 hours or more before the start time: 100% refund.
• Less than 6 hours before the start time: 50% refund. The other 50% goes to the provider for the time they kept free.
• Grace period: if the provider accepted the order less than 6 hours before the start time, cancelling within 15 minutes of that acceptance is refunded 100%, as long as the start time is still at least 1 hour away.
• To cancel, request a refund on the order. Simply not turning up is not a cancellation; it is a no-show (section 4).

The client gets a 100% refund, whenever it happens. The provider may also get a Penalty Credit under our Penalty Credit Policy.

• If the provider is up to 15 minutes late, the session is extended by the same time.
• If the provider is more than 30 minutes late, the client may cancel and get a 100% refund.
• If the client is late, the session still ends at the agreed time.
• If the client has not arrived 30 minutes after the start time, it is a client no-show. When the provider's arrival is in the app chat (section 5), there is no refund and 100% goes to the provider.
• If there is no arrival record in the app chat, we decide on the evidence available.

• Agree the exact meeting point in the app chat before the day, not just the name of a mall or area.
• When you arrive, say so in the app chat, say exactly where you are, and send a photo of the place taken in the chat.
• Wait 30 minutes after the start time and keep messaging in the app chat. If the other person still has not come, say in the chat that you are leaving, then leave.

• Before the session starts, the client can cancel by requesting a refund on the order. If the provider accepts, the client is refunded. If the provider disputes it, our team decides from the chat.
• If the provider does not show up or does not deliver the session, the client gets a 100% refund.
• There is no refund for things that were not agreed in the chat beforehand, such as looks, skill level, game results or personal preferences.

Paying for an order does not change our Community Rules. They apply in the chat, during an online session and at a meet-up, to both sides.

• Before an order is paid, sharing contact details is against our rules.
• Once an order is paid, sharing contact details or moving the conversation to another app is allowed. It is not a rule break and it never removes a refund on its own.
• But we can only check what is in the app chat. If a dispute depends on what was said on another app, the review can take much longer, and we may not be able to settle it either way.
• So agree the time, the place and anything that changes in the app chat, even after you have swapped contacts.

If either side is banned, or their chat is paused for something sexual, fraud or a payment outside the app, while an order is paid and not yet finished:

• The payment is held. It is not released automatically.
• Both sides are told.
• If it is the client, before the session, it counts as the client cancelling at that moment. For a meet-up, section 2 decides how much is refunded.
• If it is the provider, the client gets a 100% refund.
• If it happened during the session, section 7 applies.

Many disputes are settled quickly from the app chat. A case that depends on another app, has missing records, or involves a report of a rule break can take much longer, because we review it carefully before any money moves.

The payment stays held until the case is decided. Keep everything in the app chat and answer our questions there; it is the fastest way to a decision.

For every meet-up, the client pays for all meals during the meet-up. This is shown as "Meals included" on the order and is separate from the booking price.

We may update these rules. Each version is listed below with its effective date, and we post a new version on this page before it takes effect. An order is settled under the version in effect when it was paid. Emergencies are the exception: with clear evidence, we may refund more than these rules allow.