What Happens If a Session Goes Wrong

The dispute path, what counts as a real complaint, how refunds are decided, and what happens to the professional.

Most bookings are unremarkable. When one is not, what matters is whether there is a route that ends somewhere. Here is ours, described honestly, including the parts that are judgement calls.

## What counts as a dispute

The session did not happen. The professional did not appear, or appeared very late. The session ended far short of the booked length without agreement. The professional worked outside their scope, for example a coach treating a clinical condition. Conduct that breached our standards, including boundary issues or pressure to move payment off platform.

## What is not a dispute

Disagreeing with what the professional said. Finding the session uncomfortable. Not getting the outcome you hoped for in one hour. Those are real experiences and belong in a review, or in a decision not to rebook, but they are not transaction failures.

We say this plainly because a dispute process that refunds discomfort stops being usable for the cases that need it.


## How to raise one

Open the booking and use the dispute path there. Describe what happened, with times. The message thread on that booking is part of the record, which is one of several reasons to keep conversation on the platform.

## What happens next

A person on our team reviews it. Not an automated rule and not the professional. We look at the booking record, attendance data for the session, the message thread, and both accounts.

The payout for that booking is held while the dispute is open, which is the mechanism that makes the outcome meaningful rather than theoretical.


## Possible outcomes

A full refund, typically where the session did not happen or the professional did not attend.

A partial refund, where the session happened but fell materially short of what was booked.

No refund, where the record shows the session ran as booked. You will be told why rather than receiving a silent decline.

Separately from money, conduct findings can lead to a required profile change, a warning, suspension, or removal. Serious findings lead to refunds for other affected clients too.

## You are told the outcome

Decisions are communicated by email, including whether a refund was approved, partial or declined. You should not have to chase a result or work out what happened from your bank statement.

## Where the money goes back to

Refunds return by the original route where that is possible, and to wallet credit where it is not. The [refunds page](/how-it-works/refunds) sets out the rules, including cancellation windows and no shows.

## The uncomfortable honesty

Some disputes are genuinely two accounts of the same hour with no way to be certain. In those cases we weigh the record, we tend to favour the client on first occurrence, and we watch for patterns. A professional with a pattern is a different question from a professional with one contested session, and we treat them differently.