Refund & Cancellation Policy

• Every paid Offer shows its refund policy (Flexible, Moderate, Strict or Non-refundable) before you pay. That policy decides what a change-of-mind cancellation returns.
• If the provider doesn't deliver — a no-show, a cancellation by the provider, or access that never becomes available — you get a full refund regardless of the Offer's policy.
• Refund requests are made inside SuCo from the Connection page. Our team reviews every request and replies there. Approved refunds go back to the original payment method.
• Subscriptions can be turned off at any time. Access continues to the end of the paid period and the next renewal is not charged.
• Tips are voluntary gifts and are not refundable unless the charge was unauthorised or duplicated.

Providers choose one of four policies when they create an Offer. The policy is displayed on the Offer page and on the purchase confirmation. The "window" is measured from the scheduled start time for Book and Join Offers, and from the moment of purchase for fixed-period Access.

Providers can always choose to refund more generously than their policy. SuCo can also refund more generously where we consider that fair, for example after a technical failure on our side.

• The provider cancels the Connection.
• The provider doesn't show up for a scheduled session and you report the no-show from the Connection page.
• Fixed-period Access or a Subscription is never made available after payment.
• A group session is cancelled by the host or SuCo, or never reaches its start time.
• Your card was charged twice for the same purchase, or you did not authorise the charge.
• The Offer materially misrepresented what it delivered, or the provider breached our Community Guidelines during the Connection.

In these cases the provider's earnings for the Connection are cancelled or clawed back; the SuCo platform fee on that purchase is returned to you as part of the refund.

Provider no-show. If a provider doesn't join a scheduled 1-on-1 or group session within 15 minutes of the start time, report it from the Connection page. You receive a full refund and the provider's reliability record is updated. Repeated no-shows lead to restriction or removal of provider status.

Member no-show. If you don't join within 15 minutes of the start time and the provider was present, the session counts as delivered and is charged according to the Offer's refund policy — usually no refund. The provider may report the no-show from the Connection page. If you had a genuine emergency, tell us through a refund request and we will look at the circumstances.

• Turn renewal off from the Connection page any time. Access continues until the end of the current paid period.
• Renewal charges are not refunded once a new period has started, except where a provider fails to deliver during that period or the renewal was unauthorised.
• If a renewal payment fails, access pauses; nothing further is charged until payment succeeds or the subscription ends.
• A provider who ends a subscription early refunds the unused portion of the current period.

Seats are refundable under the Offer's policy until the window closes. If the host cancels, every seat is refunded in full. If the host reschedules and the new time doesn't work for you, you can cancel for a full refund up until the original start time, even under a Strict policy.

• Open the Connection from Connections, choose Request a refund, pick the reason and add details. You can request a full or partial amount.
• We aim to review every request within 3 business days. You'll see the status (Submitted, Under review, Approved, Partially approved, Not approved, Refunded) and our note on the Connection page and in your notifications.
• Approved refunds are sent back to the original payment method. How quickly the credit appears depends on SuCo's approved payment provider, your bank and your card issuer. Once an approved provider gives us a confirmed timeframe, we'll show that estimate with your refund status.
• You can withdraw a request while it is still open, and re-submit later if something changes.
• If you disagree with a decision, reply through Contact Support quoting the Connection. A second reviewer looks at it.

Disputing a charge with your bank while a refund request is open, or instead of making one, slows everything down and costs the provider money they never received. If a bank dispute is opened, the Connection is frozen, the provider's earnings are held, and we share the Connection record with the payment provider. Good-faith disputes are always welcome and are handled through the normal dispute and refund process. Where a review shows a chargeback was fraudulent or abusive — for example used repeatedly to obtain services for free — the account can be restricted or terminated after that review.

• Choose the refund policy that fits each Offer; it is shown to every buyer before they pay.
• Cancelling a Connection yourself always refunds the member in full and is recorded on your reliability history.
• When a refund is approved after your earnings were released, the refunded net is recovered from your available balance or future earnings. The SuCo fee on that purchase is returned to the member too.
• You can see every refund request on your Connections and reply to our team from there.

This policy is part of the Terms of Service. Fees, clearance and payouts are described in Payments & Payouts; provider obligations are in the Provider Terms.