Booking, Cancellation, Refund and Dispute Policy

This policy says what you pay for, when a booking exists, when you get your money back, what happens when something goes wrong, and how Pros are paid. It describes what the Platform actually does.

1. Bookings

What you buy. When you book, you buy the Pro's reserved time and the service described at booking — the Pro, the service, its length and price, and the Booking Notes and any deliverables the Pro stated (together, the booking record). You are not buying a result, an outcome, a recommendation, satisfaction or a particular value. The same standard applies whether the Pro is an Independent Pro or ProsAccess Verified: verification describes what we checked about the person, not how a session will go. Your statutory rights as a consumer are unaffected by this policy and override it where the law requires.

1.1 The price. Pros set their prices per session length within the limits available to their account. The price is shown before you book and is set on our servers from the Pro's published services, so you are always charged the published price. A confirmed booking's price, session type and length are locked; anything additional (Add Time, a recording add-on) is a separate, separately confirmed charge.

1.2 How a booking comes to exist.

• Published Availability: you pick a published time, pay, and the booking is confirmed automatically when payment succeeds. The Pro does not separately approve it.
• Availability Upon Request: you send a request; it reserves nothing and costs nothing. If the Pro offers a time and you choose it, the time is held for a few minutes while you pay; the booking exists when payment succeeds.
• Available NOW: you pay and enter the session room; the Pro is alerted. If the Pro does not join, Section 4 applies.
• Group Session seats: see the Group Sessions policy.
• Free Intro: a free 15-minute session some Pros offer, once per User and Pro. It is confirmed without payment, carries no money, cannot have a recording add-on or paid Add Time, and cannot be reviewed.
• Gift sessions: a session bought by one person for another; see Section 2A.

1.3 We may refuse a booking when the time has passed or is too soon, overlaps another commitment of the Pro, the Pro is not currently selling, the service or category is not available to you (eligibility, location, age status, a required acknowledgement), or you try to book yourself.

1.4 If your payment succeeds but the time is gone (two people paid for the same time in the same moment), your booking is cancelled and you are refunded in full automatically, and you are told in the product.

1.5 Currency. Prices are shown and charged in the currency displayed at checkout (U.S. dollars today). Your bank may apply its own conversion or foreign-transaction fees.

2. Add Time and add-ons

Add Time. During a session you may ask for more time in fixed increments, priced from the booking's own rate. The Pro must accept; the extended time must not clash with their other commitments; you are charged only after the Pro accepts, on your saved payment method (or through checkout), and the extension applies only when payment succeeds. Not available on a Free Intro.

Recording + replay add-on. Where offered, a paid add-on records the session and gives the person who paid for it a replay, on the web, for the period shown. The price is shown when you buy it. It is refunded in full if no recording is made. It is platform revenue, outside the Pro's share. See the Recording and Replay Policy.

2A. Gift sessions

What a gift is. Where a Pro's ordinary one-to-one service can be gifted (regulated advice, clinical care and Group Session seats cannot be), you — the purchaser — may buy a session of a stated length with that Pro for someone else — the recipient — by giving the recipient's name and email address and, if you like, a message. You pay the Pro's price for that session length at purchase, through Stripe, exactly as for your own booking; the price and the fee structure are locked for that gift.

Delivery and claiming. When your payment succeeds we email the recipient a claim link and you a receipt; the Pro is told that a session with them was bought as a gift. The recipient claims the gift by signing in to a ProsAccess account that uses the email address you gave (creating one if they have none; accounts are for adults 18 and older) and then schedules a time with the Pro under the Pro's ordinary availability rules. Until the gift is claimed you may correct the recipient's name or email address or have the claim email sent again; a corrected email cancels the earlier link.

A gift session does not expire. The recipient may claim and schedule it whenever they like, as long as the Pro offers that service.

Cancelling a scheduled gift session. If the recipient or the Pro cancels a scheduled gift session before it starts, the gift is not refunded — it returns to the recipient to be scheduled again. The purchaser is not refunded for a cancellation, and the recipient, who paid nothing, receives no money.

Refund to the purchaser. The purchaser is refunded in full, to the original payment method, when a gift cannot be fulfilled — for example the Pro no longer offers that service or has left the Platform. Write to support@prosaccess.com with the gift reference if you believe a gift can no longer be used. A gift is not redeemable for cash.

Once a gift session has taken place, Section 4 (the session-issue standard) applies to the recipient as the participant; any refund that results goes to the purchaser's original payment method. The recipient may leave a review (Section 9). The Pro is paid after the session takes place under Section 8, on the economics locked at purchase.

Recording, Add Time and invited participants follow the ordinary rules for the booked service.

3. Cancellations and refunds

3.1 You can cancel any time before the session starts, for a full refund. There is no cancellation window, no cancellation fee and no partial refund on cancellation — a cancelled booking is refunded in full. Cancel from the booking in the app or on the web. The same applies to a Group Session seat (until the session's scheduled start) and to a Free Intro (nothing to refund). A gift session is different: cancelling a scheduled gift session returns the gift to the recipient to reschedule and refunds nobody; a gift's money goes back to the purchaser only when the gift cannot be fulfilled (Section 2A).

3.2 The Pro cancels. A Pro may cancel or decline, including when you need something outside their scope, licence or jurisdiction. You are refunded in full. A late cancellation by the Pro is recorded in their Session Reliability (Section 9), and Pros who cancel repeatedly may be restricted.

3.3 Once a session is in progress you can no longer self-cancel. If something is wrong, report a session issue (Section 5) and we review it against the session record.

3.4 After a session it is no longer cancellable. If something went wrong, report a session issue within 7 days of the scheduled end — 14 days if you booked as a consumer in the EU or UK (Section 5).

3.5 Rescheduling. Where the Pro offers rescheduling, a moved booking keeps its price and its refund right. A Group Session may be rescheduled by the host until shortly before the start; every seat holder is told and keeps the right to cancel: a seat paid on the web for a full refund from us, a seat bought through the App Store through Apple's refund process.

3.6 How refunds are paid. Refunds go to the original payment method, usually within 5–10 business days depending on your bank. We charge no fee to refund. When a session is fully refunded, our platform fee is refunded with it. If a refund fails on the first attempt it is retried automatically; if you do not see it within the window, write to support@prosaccess.com with the booking reference. If Group Session seats are offered for purchase in the iPhone app, a seat bought through the App Store is refunded through Apple under Apple's rules.

4. Missed, late, short, interrupted or failed sessions — the session-issue standard

The Platform keeps a non-content record of each session — who joined, when, for how long, how the connection behaved, Add Time — and decides session issues on that record, the booking record and what you report. Sessions are not recorded for this purpose (5.3). A refund follows an objective delivery failure, not how the session felt.

4.1 What is refunded.

A session both of you were in and ended together, with no issue reported, is a completed session.

4.2 What is not normally refunded.

• You did not join. The Pro is paid for the reserved time if they joined and waited (4.3). If you cannot attend, cancel beforehand and you are refunded in full (3.1). A Free Intro you miss counts as used.
• You were late. There is no refund for time you lost by joining late.
• Your own device, network or location failed. A refund is not automatic, though we look at what happened (4.4).
• You are dissatisfied with the advice, style, opinion, result, outcome or perceived value of a delivered session. That is what reviews are for (Section 9).
• You changed your mind after a delivered session.

Your statutory rights as a consumer override this list where the law requires.

4.3 Material lateness and waiting. A Pro is materially late when they have not joined within 20 % of the purchased session length — never less than 5 minutes and never more than 10, so 5 to 10 minutes depending on the session length. If you are in the room and the Pro has not joined by then, you may leave and receive the remedy in 4.1. The same period is what a Pro must wait: a Pro is paid for a session you did not join only if they actually joined and waited that long.

4.4 The connection fails. Try to rejoin — the room stays open. Where a session was substantially lost to a failure on our side or our providers', we normally arrange a replacement session or a refund. Where the failure is in your own device, network or location, a refund is not automatic, though we look at what happened.

4.5 The session was inappropriate or unsafe. Leave and report it as a Trust & Safety report (5.2). Safety reports are a priority; we may refund you and act against the account.

4.6 Available NOW. If the Pro does not join, or the session fails to connect, the booking is treated as not delivered and refunded.

5. Reporting a session issue, Trust & Safety reports, and how we review

5.1 Report a session issue. Use Report a session issue on the booking and choose the reason that fits — the Pro did not join, the Pro was late, the session was cut short, a technical failure, a duplicate or incorrect charge, the wrong Pro, a promised deliverable missing, the service was not what was booked — or write to support@prosaccess.com with the booking reference. Report within 7 days of the session's scheduled end — 14 days if you booked as a consumer in the EU or UK. There is no "request a refund" control: a refund is the outcome of an eligible session issue (Section 4), not something you ask for. If your concern is that the session was not useful or the advice not what you hoped for, leave a review (Section 9); dissatisfaction is not a session issue.

5.2 Trust & Safety reports. Safety, harassment, fraud, impersonation, prohibited conduct and professional-policy concerns can always be reported — from the booking, from a profile, or at support@prosaccess.com — at any time, with no deadline. A Trust & Safety report does not by itself create a refund; where it also describes a delivery failure in Section 4, that part is handled as a session issue.

5.3 What we look at. Sessions are not recorded for disputes, and we do not need a recording to investigate. We decide on our own non-content records — join and leave times, room duration, connection events, Add Time, messages you sent through the booking, the booking record, and the version of the Terms and of this policy you accepted — together with both sides' accounts and prior reports. A paid recording (Recording and Replay Policy) is used as evidence only where the law and that policy allow; staff never assume access to a recording of a legal, medical, therapy or similar sensitive session. We tell both sides the outcome.

5.4 What we review: impersonation, false or misleading claims, credential misrepresentation, non-performance, no-shows, lateness, technical failure, payment problems, harassment, safety and other policy violations.

5.5 What we do not decide: professional malpractice or negligence, the legal merits of a claim, the correctness of a diagnosis or advice, whether a Pro met the standard of care of their profession, or whether the advice, opinion or outcome was right for you. Dissatisfaction with a delivered session is not a ground for a refund. Our decision is a commercial decision about the transaction and the account, not a finding about anyone's professional conduct.

5.6 Outcomes: no action; a full or proportional refund; a replacement session; release of the Pro's earnings; a warning, restriction, suspension or removal; referral to an authority where appropriate. Either side may appeal to support@prosaccess.com within 30 days.

5.7 The other side is told what was alleged so they can respond. We share no more personal information than that requires.

5.8 After the settlement window. The session-issue window (7 days, or 14 for EU and UK consumers) is the period a Pro's earnings stay Pending (8.2). After it, ProsAccess does not voluntarily underwrite a session against later dissatisfaction. Your statutory claims, fraud, Trust & Safety obligations and your card network's dispute rights are not limited by that window.

6. Chargebacks

If you believe a charge is wrong, contact us first — we can usually resolve it faster than a card dispute. Nothing here removes your rights under your card network's rules or the law, and we never retaliate against you for disputing a charge. You agree not to file a chargeback for a session you attended and were satisfied with. How a chargeback is allocated between ProsAccess and the Pro is in the Professional Agreement (Section 9.3); repeated abusive chargebacks may result in suspension.

7. Fraud, abuse and reversal

We may cancel bookings, reverse transactions, hold or reverse earnings and suspend accounts where we reasonably believe there is fraud, collusion, payment abuse or an attempt to take a Platform booking off-Platform to avoid fees.

8. How Pros are paid

8.1 Gross booking value → platform fee + Pro earnings. For each paid booking we record the amount the User paid (gross booking value), our platform fee, the payment-processing cost and the Pro's earnings, together with the fee structure and the rules that applied when the booking was made; later changes to fees never change an existing booking. The User pays exactly the listed price — no checkout fee is added. For a one-to-one session the Pro bears the actual payment-processing cost of the payment; for a regulated service the fee structure approved for that service and jurisdiction applies, which may be a fixed fee (Professional Agreement, Section 9.1A). The fee is shown to the Pro on every transaction. A fee discount (a promotion, a referral benefit, a waiver) changes only the split between us and the Pro; it never changes the price a User pays.

8.2 Pending → Available → Paid Out. After a session is completed the Pro's earnings are Pending for 7 calendar days — 14 days when the User booked as a consumer in the EU or UK — then Available unless a hold applies (8.3), then Paid Out to the Pro's connected payout account on the provider's schedule. A country policy may extend the Pending period but never shorten it. Payment processing and settlement are handled through Stripe Connect; the Pro's earnings are a payment obligation of ours.

8.3 Holds. Earnings stay on hold while an eligible session issue reported within the window is open, while a session is under review or reported to Trust & Safety, while a refund is owed, when a chargeback is open, when we suspect fraud or a policy breach, when a compliance requirement is unmet (identity, tax information, a restricted payout account), or when the law requires. Release after a review is a deliberate step.

8.4 Refunds, chargebacks and set-off. Every refund is settled from the booking's own recorded economics. For a refund or chargeback attributable to the Pro, ProsAccess reverses its own platform fee and the Pro bears their share of the transaction and the payment-processing cost that cannot be recovered; for a refund not attributable to the Pro (a cancellation the User is entitled to, or a Platform failure), ProsAccess bears that unrecoverable cost on the refunded amount. The Pro's share is recovered as the Professional Agreement (Section 9.3) sets out — from pending earnings, the current balance, a transfer reversal, future earnings or a negative balance on the connected payout account, and otherwise invoiced. We pay no interest on held or pending amounts and promise no specific payout date.

8.5 Payout setup. A Pro may earn before completing payout onboarding; setup with our provider is required to transfer earnings and may be required earlier for compliance or risk reasons. Earnings are never forfeited for a late setup.

8.6 Group Sessions. The host's share is 75 % of each seat's price (after refunds), whichever way the seat was bought (on the web or, if seats are offered for purchase in the iPhone app, through the App Store); ProsAccess's 25 % platform and channel share bears the payment provider's or app store's costs. It is released after the session completes and is reviewed. See the Group Sessions policy.

9. Reviews and Session Reliability

9.1 Reviews are independent of refunds and session issues. A poor review is not a refund request, and a refund does not remove your right to review a session that took place. Only a paid session that meaningfully took place can be reviewed: a session that was cancelled, or where the Pro or you never joined, gets no service-quality review — its objective outcome is recorded in the Pro's Session Reliability instead. Reviews follow Section 14.2 of the Terms of Service: honest negative reviews stay up, and no review may be bought, required or rewarded.

9.2 Session Reliability is a public percentage on a Pro's profile built only from ProsAccess's objective records of their paid sessions. It counts, against the Pro: a Pro no-show, material Pro lateness (4.3), a late Pro cancellation (inside 24 hours of the scheduled start), and time the Pro caused to go undelivered and did not make up. It never counts anything caused by a User — a User no-show, cancellation or device failure — or a ProsAccess outage. It is shown once a Pro has about 10 eligible paid sessions; before that the profile shows "New on ProsAccess" and the number of completed sessions. Verification status does not change it. It is not a rating, not a review and not a guarantee — it records whether paid sessions happened as booked. ProsAccess never publishes a Pro's chargeback, dispute or complaint rates.

10. If you are a consumer in the EU or UK — your right of withdrawal

You have a statutory right to withdraw from a distance service contract within 14 days of booking, without giving a reason, by telling us (from the booking, or at support@prosaccess.com). By booking a session for a time within that period, you expressly request that the service be performed at that time, and you acknowledge that once the session has been fully performed you lose the right to withdraw. If you withdraw after performance has begun, you pay for the part of the service provided up to then. ProsAccess's own rule is at least as generous: you can cancel any time before the session starts for a full refund (3.1), and the session-issue window is 14 days (5.1).

11. Changes

We may change this policy. Material changes take effect on at least 14 days' notice and, where they change your rights as a consumer, on acceptance. The policy in force when you booked governs that booking.

Questions, appeals and notices: support@prosaccess.com · XSTATIC ENTERTAINMENT, INC., California, USA