PairLume Refunds and Disputes: How Claims Are Handled

When you get money back on PairLume, how to open a dispute on a booking, how our team reviews it, and how long a refund takes to arrive.

Most bookings run without incident. When one does not, this is the path.

Cancelling before the session

Cancel from the booking page. With reasonable notice the amount returns to your wallet automatically. Very late cancellations may be partly retained, because the professional held that hour and can no longer sell it. The exact windows are in our [refund policy](/refund policy).

When we refund in full

The professional did not attend. The session could not run because of a fault on our side. The booking was duplicated or charged twice. The professional cancelled and no acceptable alternative time was offered.

When a refund is partial or declined

The session ran and the disagreement is about the approach rather than the delivery. In that case we would rather help you find a better fitting professional than take the fee off someone who did the work. You did not attend and did not cancel. The claim arrives long after the session, with no earlier contact.

Opening a dispute

Open it from the booking itself. Describe what happened and add anything relevant: the messages in the thread, timestamps, what you were charged. A human on our team reviews it. We look at attendance data from the session room, the message history, and the professional's response.

Outcomes are approve, partial, or decline, and you get the reason in writing rather than a one line rejection. Where a refund is approved, we tell you whether it lands in your wallet or on your original card.

How the professional is involved

The professional is asked for their side. They cannot see a dispute as a way to pressure you, and they cannot resolve it themselves. Repeated upheld disputes against one professional trigger a review of their listing, and in serious cases removal.

Timing

Wallet refunds are immediate once approved. Card refunds go back through the original payment route and take as long as your bank takes, typically a few working days. Purchases made through Apple's in app purchase system are refunded by Apple, and we will point you to that route because we cannot process it for you.

Courses and books

Digital products are refundable when they are faulty, when the content does not match the description, or when the purchase was duplicated. Because a book can be read in a sitting, we cannot refund simply for having finished it. Tell us what went wrong and we will look properly.