Either side can cancel, from the meeting itself in your Sociala calendar. Whoever cancels has to give a reason, and the other side sees it in the notification and in your chat.
If the client cancels
24 hours or more before — full refund. The hold is lifted, or if the money hadn't been held yet, nothing is taken at all.
Less than 24 hours before — half the price is kept and goes to the expert; the other half is released.
This is why booking something within a day of the start comes with a warning before you confirm.
If the expert cancels
The client gets everything back, whenever it happens.
There's no rescheduling
To move a meeting, cancel it and book again. The usual cancellation rules apply — so moving a meeting that's less than a day away costs half the price, the same as cancelling it.
When someone doesn't turn up
Five minutes after the start, the other side can be counted as a no-show. The meeting doesn't end by itself — whoever did turn up decides whether to wait.
Mark it in the feedback form afterwards, under the other side not showing up. What then:
The expert didn't come — the client gets a full refund.
The client didn't come — the full price is charged and goes to the expert.
Neither came — the client gets a full refund.
What happens either way
Cancelling frees the money according to the rules above, removes the event from your Sociala calendar and from the expert's external one, and updates the client's wallet. How long a refund takes to show up depends on the payment provider and the bank.
When something went wrong on our side
A confirmed failure of Sociala's service, or an expert who couldn't hold the call, takes priority over the rules above, and so do the rights the law gives you where you live. If you think a charge for a call is wrong, write to us at [email protected] with the date, the time and what happened.
Need help? Contact support at [email protected]