Bookings, Cancellations & Refunds
Our cancellation and refund rules for paid sessions, and how to withdraw a pending request.
Effective: 9 November 20261. Current pre-payment stage
Submitting a booking request does not reserve a guaranteed time and does not incur a charge. Molly must review and accept requests individually. Until a payment method is integrated, there is no online payment to refund.
2. Changing or withdrawing a request
To withdraw or change a pending request, email hello@companionchat.net with your booking reference, selected date and email address. Please do not include payment card information.
3. Full refund: at least 72 hours' notice
For a confirmed, paid session, you are eligible for a full refund of the session price when your cancellation request reaches us at least 72 hours before the scheduled session start time. The 72-hour period is measured in elapsed hours from the scheduled appointment, not calendar days. Email hello@companionchat.net with your booking reference to cancel.
4. Cancellations within 72 hours
A customer-initiated cancellation received fewer than 72 hours before the confirmed session start time is not eligible for a discretionary refund. This includes missed sessions and cancellations on the appointment date, subject to any non-excludable consumer rights.
5. Same-day bookings
If you book and pay for a session on the same calendar day as the appointment, it is non-refundable for a change of mind or customer-initiated cancellation, even if you cancel shortly after making the booking. This rule is displayed before any future payment is authorised and does not affect mandatory statutory remedies.
6. Mandatory rights and exceptions
These are our standard customer-initiated cancellation rules. They do not override any mandatory cancellation, cooling-off, refund or other consumer rights that apply to the transaction. Where applicable law entitles you to a refund, that entitlement takes precedence over the 72-hour and same-day rules.
7. Service unavailable or cancelled by us
If a proposed booking cannot be accepted, we will notify the requester using their supplied email where reasonably possible. For future paid sessions, remedies for non-delivery or cancellations by us will be described before checkout and will comply with applicable law.
8. Questions or complaints
Send cancellations to hello@companionchat.net. Formal complaints can be sent to info@companionchat.net. Include any reference number, relevant dates and a description of the concern.
Contact info@companionchat.net. For session questions, use hello@companionchat.net.