Fair & Transparent

Cancellation & Refund Policy

Flexible cancellation with refunds based on timing. Card is pre-authorized at booking but not charged until the session completes.

48+ hrs = 100% Refund

Automatic Processing

Refund Policy by Timeframe

Three tiers based on when you cancel relative to your session time

Full Refund

Cancel 48+ hours before session

100%

Authorization released or full refund issued

No penalty or fees of any kind

Processing time depends on your card issuer (typically 5-10 days)

Partial Refund

Cancel 24–48 hours before session

50%

50% refunded to your card — consultant keeps other 50%

Applies when cancelling 24 to 48 hours before your session

Compensates consultant for short-notice cancellation and reserved time

Refund processing time varies by card issuer (typically 5-10 days)

No Refund

Cancel <24 hours before or no-show

Consultant keeps full payment — they blocked calendar time

Applies to cancellations within 24 hours of session start

No-shows are treated the same as late cancellations

Exception: Genuine documented emergencies — contact support@nexprolink.com

If the Consultant Cancels

You're Always Protected

Automatic 100% refund regardless of timing

Refund initiated immediately by Stripe

You can rebook with same or different consultant

Tip: If a consultant cancels, they may offer to reschedule at no extra charge.

Group events: If the host cancels a paid group event or does not start it within 3 minutes of the scheduled time, every registered seat is refunded in full automatically — you never need to contact your bank. Card-processing costs on those refunds are covered by the host under our Group Event Host Cancellation Policy, never by you.

If the host disconnects or ends early: if the host was connected for less than 50% of the event (or under 2 minutes), every registered seat — whether or not you joined — is refunded in full automatically, including the service fee. If 50% or more was delivered, your ticket stands. See Terms of Service §13.3d.

Group event service fee: Paid group-event tickets include a small, clearly itemised service fee that covers card-processing costs (shown as “Ticket price + Service fee = Total charged” before you pay). If you cancel, the 48h / 24h tiers above apply to the ticket price and the service fee is not refunded. If the host cancels, you get back the full amount you paid, service fee included. See ToS §13.3a.

How to Cancel & Get a Refund

Go to Your Appointments

Find the booking you want to cancel in your appointments list

Click "Cancel Booking"

Button is available up until the session start time

✓

Refund Processed Automatically

Based on timeframe, refund is issued to your original payment method

Common Questions

How long do I have to report a problem?

Session problems — a no-show, session quality, a technical issue or someone's behaviour — can be reported for 30 days after the session ended (use "Report a problem" on the booking in Appointments). Charge problems — a wrong amount, a duplicate charge, a refund request, a charge you don't recognise, or a missing payout — can be raised for 120 days after the charge (use "Report a problem" on the transaction in the Financial tab, or Help & Support → Billing). Only the people on the booking can report it. A safety concern or anything illegal can be reported to Support at any time. These limits never reduce any right you have under the law or with your card issuer.

How long do refunds take?

Refunds are processed immediately by Stripe. The time to appear in your account depends on your card issuer — typically 5-10 business days.

Can consultants set custom cancellation policies?

The platform's standard policy is: 48+ hours = full refund, 24–48 hours = 50% refund, under 24 hours = no refund. This policy is set by NexProLink's Terms of Service and applies to all bookings on the platform.

What if I have an emergency?

Contact the consultant directly via messaging. Many will work with you on rescheduling for genuine emergencies. If unresolved, email support@nexprolink.com.

The session dropped after a few seconds — will I be charged?

No. One-on-one On-Demand and Request-to-Book sessions use a card hold, not an immediate charge. If the time you and the consultant were actually connected is under 2 minutes — for any reason, including the other party dropping and not rejoining — the hold is released automatically, you are not charged, and your booking recap shows "Short Session Protection applied". Connected time is measured by our servers, and excludes lobby time and reconnection countdowns. Once a session passes 2 minutes of connected time it is billable at the booked price, even if someone leaves early — with one exception: if the consultant loses connection and does not come back before half of the booked time was delivered, the hold is released and you are not charged (Consultant Disconnect Protection, ToS §13.3c).

I am a consultant — what happens to my payout on a short session?

If connected time was under 2 minutes, no payout is issued because the client was never charged; the client's hold is simply released. Your recap shows the connected time, the 2-minute minimum, and who ended the session. Sessions that reach 2 minutes of connected time pay out in full at the booked price, even if the client leaves early. If your own connection drops and you do not return before half of the booked time was delivered, the client is not charged and no payout is issued (ToS §13.3c) — there is never a fee charged to you.

Need Help with a Refund?

If you have issues with cancellation or refund processing, our support team is here to help.

Cancellation & Refund Policy