Legal
Refund Policy
Last updated: March 2025
For Users
To cancel, go to My Bookings and click the cancel button next to a Pending booking. Confirmed bookings can only be cancelled via our support team at least 24 hours in advance.
For Experts
If you need to cancel a confirmed session, please notify us immediately via email. Repeated cancellations may affect your profile visibility and expert ranking on the platform.
Refund Scenarios
| Scenario | Refund Eligibility | Timeline |
|---|---|---|
| Booking is still Pending (not confirmed) | Full refund | Instantly |
| Expert cancels a confirmed booking | Full refund | 3–5 business days |
| Expert is a no-show for the session | Full refund | 3–5 business days |
| User cancels 24+ hours before session | Full refund | 3–5 business days |
| User cancels within 24 hours of session | No refund | N/A |
| User is a no-show | No refund | N/A |
| Technical issues caused by BookExpert | Full refund or rescheduling | 3–5 business days |
How to Request a Refund
For Pending bookings, you can self-serve by cancelling from the My Bookings page. For all other cases, email us at support@bookexpert.com with the subject line: Refund Request — [Booking ID]
Approved refunds are credited back to the original payment method within 3–5 business days, depending on your bank.
Dispute Resolution
If you believe a session was conducted poorly or the expert misrepresented their qualifications, report the issue within 48 hours of the session. Our team will review the case and may issue a partial or full refund at our discretion.
Platform Commission
Note that platform commissions (the percentage retained by BookExpert) are non-refundable except in cases where BookExpert's technical failure directly caused the issue.
Contact
For refund enquiries: support@bookexpert.com