Refund Policy

This page summarises the existing booking rules. An order follows the rules in effect when it was paid; this summary does not apply a new cancellation schedule to an earlier booking. If information shown when you booked differs from this summary, contact support so we can review it with your booking record.

1. How the payment is held

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.

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.

2. If you cancel an in-person booking

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 a paid booking, request a refund on the order in the app. Simply not turning up is a no-show, not a cancellation.

3. If the provider cancels or does not deliver

The client gets a 100% refund whenever the provider cancels. Cancelling with notice is not a no-show: a provider who cancels the order in the app 2 hours or more before the start time, or accepts a refund the client asked for before the start time, has simply cancelled. Cancelling in the app less than 2 hours before the start is a late cancellation. It is not a no-show either, and neither one is shown on the provider's profile. A no-show is not turning up without a word. It starts with the client reporting it on the order at least 30 minutes after the start time, and it counts only if the provider then does not answer for 7 days, accepts the refund after the start time, or our team confirms it when deciding a full refund. The provider may also get a Penalty Credit under our Penalty Credit Policy.

4. Lateness and no-shows

• 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 and the provider recorded their arrival in the app chat, there is no refund. Keep messages and arrival photos in the app chat. See our no-show guide for the steps to follow.

5. Online sessions

• 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.

6. How to request and receive a refund

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.

Booking refunds are returned to your Credits balance. A booking refund is not an automatic refund of a credit purchase to a card or bank account. Contact support about a problem with a credit purchase.

Safety restrictions, rule breaches and disputed evidence can require review before a payment is refunded or released. Keep the relevant messages and evidence in the app chat. Emergencies are reviewed on the evidence; an exception is not a guaranteed full refund.

7. Contact

Email hello@ebunex.tech with your booking ID and a description of the issue. Response times vary by case. Request a booking refund on the order in the app.