Cancellations and refunds
Holding your slot
When you choose a time, it's held for 10 minutes while you pay. If payment doesn't complete, the slot is released.
If you cancel
Cancel before the professional has accepted, or at least 12 hours before the start time, and you get a full refund. Cancel later than that, and the session isn't refunded.
If the professional cancels or declines
You're refunded in full, whenever they cancel. The same applies if they decline your requirement, or don't accept it before the start time.
If the professional doesn't join
If the professional never joins — or you both join but the call never connects — you're refunded in full automatically when the session time is over. You don't need to ask.
If you don't join
If the professional joins and waits but you never do, the session counts and isn't refunded. If something stopped you joining, tell us from the session's page within 72 hours and our team will look at it.
How refunds arrive
Refunds go back to the original payment method. Banks usually take 5–7 working days to show them.