Refunds & Cancellations

1. Bookings with independent providers

A booking contract is between you and the provider. Cancellation windows, deposits, call-out fees and no-show charges are set by the provider and should be confirmed before you accept a quote.

If you cancel an advance booking or reservation, the provider may charge a reasonable cancellation fee under section 17 of the CPA. A fee must be reasonable and must reflect the actual loss caused by the cancellation, not a penalty.

2. Cancelling an agreed service

Where a provider fails to arrive, delivers a service that is materially different from what was agreed, or the service cannot be delivered, tell us and the provider promptly. Where the platform processed the payment, we will investigate and, where the claim is valid, refund the platform portion.

Payments made directly to a provider must be taken up with that provider. We can assist with the record of the request, but we cannot reverse a payment we did not process.

3. Guard Credits and platform purchases

Guard Credits are used for live escorted trips. Credits used for a session that has started are not normally refundable, because the escort has already been provided.

Unused credits can be refunded on request where they were bought directly from the platform, less any payment processing cost, unless the credits were granted as a promotion. A promotional credit has no cash value.

4. Provider subscriptions and listings

A provider may cancel a paid listing at any time. Where a fixed-term subscription is cancelled early, the balance of the term may be charged, subject to section 14 of the CPA, which allows cancellation on 20 business days' notice and a reasonable cancellation charge.

5. How long refunds take

Approved refunds are processed to the original payment method within 10 business days of approval. Your bank or card issuer may take a further few days to reflect the amount.

6. Your consumer rights

Nothing in this policy limits the rights you have under the CPA, including the right to receive services of good quality, the right to cancel an advance booking on reasonable terms, and the right to approach the National Consumer Commission with a complaint.