Refund Policy

1. Before You Are Charged

A pending booking may temporarily reserve your selected time while you complete Checkout. A booking is marked paid only after Stripe confirms payment. Closing Checkout does not by itself establish whether payment succeeded: check the order status in your dashboard before retrying. If payment was not completed, there is no paid amount to refund.

2. Cancelling or Disputing a Paid Booking

If you need to cancel a booking you've already paid for, or a session did not go as expected, open the order from your dashboard and use its support/resolution option to explain the issue.

Refund and cancellation requests are reviewed by our team on a case-by-case basis — they are not processed automatically. We will confirm the outcome, and any approved refund amount, through the same order page and by email.

3. How Approved Refunds Are Processed

Approved refunds are issued through Stripe back to your original payment method. A refund can be for the full amount paid or a partial amount, depending on the circumstances of the request.

Refunds typically appear on your statement within 5–10 business days of approval, though the exact timing depends on your bank or card issuer.

4. Session Completion and Payout Timing

Session completion requires both the Customer and the Companion to confirm the session took place after its scheduled end. Completion makes an order eligible for settlement; it does not guarantee an immediate payout. Settlement also depends on Stripe Connect platform activation, the Companion's account capabilities, and any refund or dispute review. Your order and payout pages show the current status. Raise a concern through the order page before confirming completion if something went wrong.

5. Companion Verification Fee

[Policy decision needed: state here whether the one-time Companion application verification fee is refundable, and under what circumstances — for example, if an application is rejected. This has not yet been decided in the product and must be set intentionally before publishing this policy.]

6. Chargebacks and Payment Disputes

If you dispute a charge directly with your bank or card issuer (a chargeback) instead of contacting us first, your account and the related booking may be paused while the dispute is investigated. We encourage you to contact us through the order page first — most issues can be resolved faster that way than through a bank dispute.

7. Non-Refundable Circumstances

Refunds are generally not available for:

• A completed session where both parties confirmed completion and no issue was raised at the time
• Dissatisfaction based on personal preference rather than a failure to deliver the booked session
• [Counsel/product to review this list and add or remove circumstances to match the final Companion Agreement and Terms of Service.]

8. Contact

For a booking you've already paid for, use the order page's support option first — it routes the request to our team with the order context attached. For anything else, use the contact page.

9. Related Documents

This Refund Policy is part of, and should be read together with, our Terms of Service and Privacy Policy.