Refund & Cancellation Policy
How much of a session price comes back, and when. These are the exact rules the platform applies — the same numbers the cancel screen uses when it calculates your refund.
Last updated 26 September 2026
1. If you are the client and you cancel
What you get back depends on one thing: how long before the session starts you cancel. The Xpert has held that time and turned away other bookings for it, which is why the middle tier is a part refund rather than all or nothing.
| When you cancel | Refund |
|---|---|
| More than 24 hours before the startThe full session price is returned. | 100% |
| Between 2 and 24 hours before the startHalf the session price comes back to you. The other half is not refunded — the Xpert held that time and it is now too late to sell it. | 50% |
| Less than 2 hours before the startNothing is refunded. The slot is gone. | 0% |
Each boundary belongs to the lower tier, exactly as the calculation applies it: at precisely 24 hours before the start the refund is 50%, and at precisely 2 hours before the start there is no refund.
Cancel inside 24 hours and you are refunded 50%, not the full price.
The 50% tier runs from 24 hours before the start down to 2 hours before it. Inside 2 hours there is no refund at all. If you know you cannot make a session, cancelling early is worth real money.
2. If the Xpert or Xpert cancels
A cancellation that is not your fault is always refunded in full, whatever the timing. The tiers above apply only to a client cancelling.
- The Xpert cancels
- You are refunded 100%, no matter how close to the start it happens. Repeated Xpert cancellations are flagged for review and can cost an Xpert their listing.
- Xpert support cancels
- If we cancel a session — a suspended listing, a failed verification, a safety concern — you are refunded 100%.
- The Xpert does not turn up
- Report it from the booking page within 24 hours of the time the session was due to end. A no-show is one person’s account of what happened, so it is not refunded automatically: the report takes the booking out of the payout queue, holds the Xpert’s money, and puts it in front of a person at Xpert. A confirmed Xpert no-show is refunded in full.
- You do not turn up
- The Xpert held the time and was there, so a client no-show is not refundable.
- Checkout was never finished
- A held slot that was never paid for is released on its own. Nothing was charged, so there is nothing to refund.
3. How to cancel
Open the session from your sessions list and cancel from the booking’s own page. You do not need to email anyone.
- The cancel screen shows the exact amount that will be refunded, in money, before you confirm — worked out from the tiers above and the moment you are looking at it.
- Confirming is final: the slot is released immediately and returns to the Xpert’s availability.
- The refund goes back to the card that paid, through Stripe. We issue it at once; how long it takes to appear is your bank’s, usually a few working days.
- You will get an email confirming the cancellation and the refund amount.
4. When the Xpert is paid
The Xpert’s money is not released the moment the session ends. It is held for 48 hours after the session completes, and released after that. The hold is what makes a refund possible without chasing anyone for money back, and it stays in place while a reported problem or dispute is open.
Xperts: the amount released is the session price less the platform fee snapshotted on that booking, and less any refund already made on it.
5. These figures can change
The thresholds and the part-refund percentage on this page are platform settings, not constants in the code — an administrator can change them without a release, and the numbers shown above are the ones in force right now.
The terms shown to you at the time of booking are the terms that apply to that booking. A change here never reaches back to a session you have already paid for, in the same way that a change to an Xpert’s rate never changes the price of a booking already made.
6. Your statutory rights
This policy sits inside the Terms of Service and does not limit any statutory right you have as a consumer where such a right applies to a booked, time-specific service. If you think a refund has been calculated wrongly, write to support@xpertmarketplace.co with the session and we will check it.