GiG Refund Policy

GiG sessions are live, on-demand video calls charged per minute at the host's rate, plus a small transaction fee, after the session ends. Because you only pay for connected call time, most issues are prevented by the billing model itself — you are never charged for a call that didn't connect. This policy explains when refunds apply and how to request one.

1. When you won't be charged at all

Host doesn't answer or declines: billing only starts when both of you are connected in the call. If the host never accepts, there is no charge.
You cancel before the host accepts: no charge.
Free trial sessions: your first session with a host without a payment card on file is a free trial and is never charged.

2. When you can request a refund

You may be eligible for a full or partial refund if:

Technical failure: the call failed to connect properly, dropped early, or had audio/video problems severe enough that the session couldn't reasonably continue;
Host no-show in call: the call connected but the host was absent or unresponsive;
Incorrect charge: you were charged the wrong amount, charged twice, or charged for time after the call ended;
Host misconduct: the host seriously breached the Community Guidelines during your session (this may also trigger a complaint — see the Complaints Handling Process).

3. What isn't refundable

Change of mind after a completed session that ran normally;
Dissatisfaction with the host's opinion or style where the session was delivered as described;
Issues caused by your own device, network, or ending the call early by choice. Nothing in this policy limits any rights you have under applicable consumer law that cannot be excluded.

4. How to request a refund

Email support@gig.community within 7 days of the session.
Include: the session date and time, the host's name, the amount charged (see your transaction history in the App), and what went wrong.
We aim to respond within 1 business day and resolve refund requests within the timeframes in our support SLA.

5. How refunds are paid

Approved refunds go back to your original payment method via Stripe, typically within 5–10 business days depending on your bank. Partial refunds may be issued where only part of a session was affected (e.g. charged minutes after a call dropped).

6. Chargebacks

Please contact us before disputing a charge with your bank — most issues are resolved faster through support. We keep session and payment records and will respond to card disputes with that evidence where a charge was legitimate.

7. Abuse

We monitor refund patterns. Repeated or fraudulent refund claims may result in refund requests being declined and, in serious cases, account suspension.

8. Hosts

Where a refund is issued for reasons attributable to the host (no-show, misconduct, failure to deliver), the host's earnings for that session may be reversed, as set out in the Host Agreement.

9. Changes and contact

We may update this policy from time to time; the version in the App and on our website applies. Questions: support@gig.community