DRAFT — not yet effective. The owner approved the 24-hour customer cancellation rule and full refunds for creator cancellations. The remaining schedule, legal review and launch checks are still required. Contact cayla@pplonly.com.
Booking details and confirmation
The offer and checkout must show the creator, duration, date, timezone, total price, currency, taxes/fees, seller identity and cancellation rules. Payment-required reservations expire unless verified payment confirms the booking. Do not retry through a different booking if the first payment is unclear; check the existing booking or ask support. An authorization, charge, transfer and bank payout are distinct events.
Approved rules and remaining launch decisions
| Decision | Approved live value |
|---|---|
| Customer free-cancellation cutoff | Full refund when cancellation is received at least 24 hours before the scheduled call start. |
| Late customer cancellation remedy | Later customer cancellations receive individual support review; no automatic forfeiture or guaranteed refund. |
| Customer no-show definition, grace period and remedy | To be confirmed: customer no show rule |
| Creator lateness/no-show grace period | To be confirmed: creator no show rule |
| Rescheduling window and permitted changes | To be confirmed: rescheduling rule |
| Initial service-problem reporting window | To be confirmed: service issue window — does not reduce statutory rights |
| Approved refund processing target | To be confirmed: refund processing target — bank arrival is separate |
Proposed customer-protection baseline
If the creator cancels, does not provide the session, sends an unauthorized substitute, or a platform/provider failure prevents meaningful delivery, offer a full refund or a replacement session the customer voluntarily chooses. Do not force credits instead of an owed refund. For partial delivery, investigate how much service was actually usable and offer a proportionate remedy consistent with mandatory rights. A customer should not have to remain in an abusive call to preserve a refund claim.
Customer cancellations within the approved free-cancellation window receive the disclosed refund. Late cancellations and no-shows follow the published schedule, with fair review of emergencies and technical evidence. A customer arriving late does not automatically extend the session into another booking. A creator arriving late must not quietly shorten the purchased service; agree a suitable extension or remedy. No-show findings require evidence beyond a failed join click.
Creator does not join: reschedule or refund
If the creator does not join and the booked conversation is not delivered, the customer may choose a replacement session with the same creator and purchased duration at no extra cost, or a full refund of the session charge to the original payment method, including platform booking fees. Credit or a replacement session must not be forced instead of a refund. Both participants must agree to a replacement time. If no mutually suitable time is arranged, the customer retains the refund option.
Report the missed session through the booking help control or cayla@pplonly.com, and state your preferred remedy. Do not use customer cancellation to report creator non-attendance. Support reviews attendance, connection incidents and relevant messages before confirming a no-show outcome; missing attendance data or a failed join click alone is not conclusive. A recording is not required. A creator arriving late must not charge an extension fee to make up time the customer already purchased. Partial delivery is reviewed individually.
A report or refund approval is not a completed refund. Release an uncaptured authorization; refund a captured payment through the original provider. Provider confirmation and bank posting are separate. A replacement booking is not confirmed until the new time is agreed and reserved. Automated no-show detection, refunds and replacement scheduling are not activated by this draft.
Payment errors and late confirmations
If a verified payment arrives after a hold expires or the slot is unavailable, do not double-book. Notify the customer and arrange a refund unless a replacement is expressly accepted. Investigate duplicate settled charges and refund any duplicate that was not owed. Provider idempotency and reconciliation must be verified before this promise is launched.
Refund handling
Approved refunds return to the original payment method where possible and lawful. If that fails, use a verified alternative with safeguards; do not ask for card details by email. Show separate requested, approved, submitted, pending, succeeded and failed states. Cancellation alone does not establish a refund has occurred. Notify the customer of provider-confirmed progress and delays. Do not promise an exact bank posting time without evidence.
Safety and disputes
Both participants may end a session for safety. A human reviews related remedies using attendance, messages and voluntarily submitted lawful evidence; lack of a recording is not proof a report is false. A sanction does not automatically transfer all money to the other party. Do not retaliate over complaints or chargebacks. Support review does not waive payment-provider, court, regulator or statutory complaint rights.
Scope and implementation
Mandatory local cancellation/withdrawal rights take priority. If a regional rule requires a request or acknowledgment before early service performance, use a separate appropriate checkout step. No blanket waiver is included here. Paid gifts, subscriptions, stored-value credit and group sessions require separate approved terms before launch.
Current implementation: new bookings snapshot the 24-hour cancellation rule. Paid customer cancellations within 24 hours enter human review; earlier cancellations and creator cancellations require a full refund. Earlier bookings retain their existing refund treatment. An administrator must record a reason to approve or decline a late request. Approved refunds require a separate provider operation; cancellation is not proof that a refund succeeded. Live end-to-end refunds, partial refunds and bank arrival remain unverified.