Cancellation & Refund Policy

Fair & Transparent Booking Policy

Every confirmed Kumpanio booking reserves dedicated time with a verified companion. Once a booking is confirmed, your companion commits their availability exclusively for your experience, which may prevent them from accepting other bookings.

This policy explains when you may cancel a booking, the refund you may receive, and how Kumpanio handles cancellations to ensure fairness for both users and companions.

1. Booking Confirmation

A booking is considered confirmed only after all of the following conditions have been met:

1. You submit a booking request.
2. A verified companion accepts your request.
3. You select your preferred companion.
4. Full payment is successfully completed.

If payment is not successfully completed, your booking is not confirmed and may automatically expire.

2. User Cancellation & Refund Schedule

For cancellations made within 3 hours of the scheduled meeting, the remaining amount may be applied toward applicable cancellation charges, including compensation payable to the companion in accordance with Kumpanio's Partner Cancellation Policy.

Approved refunds are generally processed to the original payment method within 3–5 business days. Actual processing times may vary depending on your bank, payment provider, or financial institution.

3. Cancellation Confirmation

Before your cancellation is finalised, Kumpanio will display:

• Total booking amount
• Refund amount (if applicable)
• Cancellation deduction (if applicable)

This allows you to review the financial impact before confirming your cancellation.

4. Why Refund Amounts Vary

Once a booking is confirmed, your companion reserves time exclusively for your experience.

Late cancellations often prevent companions from accepting alternative bookings, which is why refund eligibility changes as the scheduled meeting approaches.

Our cancellation policy is designed to balance flexibility for users with fair compensation for companions.

5. Cancellation Reasons

To help improve the Kumpanio experience, you may be asked to select a reason for cancelling your booking, such as:

• Change of plans
• Event cancelled
• Personal reasons
• Found another companion
• Other

Providing accurate feedback helps us improve our services and marketplace operations.

6. User No-Show

If you do not attend a confirmed booking and have not cancelled it beforehand:

• Your booking will be classified as a No-Show.

• No refund will be issued.
• The companion may still receive compensation in accordance with Kumpanio's Partner

Policy.

• Repeated no-shows may result in warnings, temporary booking restrictions, suspension, or permanent termination of your Kumpanio account.

7. Rescheduling

Kumpanio generally does not offer booking rescheduling.

If you wish to change the date or time of your booking, you will usually need to cancel your existing booking and make a new booking.

In exceptional circumstances, Kumpanio may review a rescheduling request at its sole discretion.

Approval is not guaranteed and depends on factors including:

• Companion availability
• Time remaining before the scheduled booking
• Operational feasibility
• Marketplace fairness

8. Companion Cancellation

If a confirmed companion cancels a booking before the scheduled meeting without an approved reason:

• You will receive a 100% refund.
• Kumpanio may assist you in finding another available companion where operationally feasible.
• The cancelling companion may be subject to penalties under Kumpanio's Partner

Cancellation Policy.

If Kumpanio cancels a booking due to safety, verification, operational, or policy-related reasons, you will generally receive a full refund unless otherwise communicated.

9. Events Beyond Our Control

Kumpanio is not responsible for cancellations, delays, or disruptions resulting from events beyond our reasonable control, including but not limited to:

• Event cancellations
• Venue closures
• Severe weather
• Traffic or transportation disruptions
• Government restrictions or public emergencies
• Decisions made by third-party organisers
• Technical failures outside Kumpanio's reasonable control

Unless the booking is cancelled by the companion or by Kumpanio, refunds will generally be processed in accordance with this policy.

10. Off-Platform Bookings

Bookings arranged, modified, or paid for outside the Kumpanio platform are not covered by Kumpanio.

Such bookings are not eligible for:

• Refund protection
• Customer support
• Safety assistance
• Dispute resolution
• Platform protections

For your safety and protection, always complete bookings and payments through Kumpanio.

11. Abuse of the Cancellation Policy

To maintain a safe and reliable marketplace, Kumpanio reserves the right to investigate accounts demonstrating repeated or suspicious behaviour, including:

• Frequent cancellations
• Refund abuse
• Fraudulent or fake bookings
• Intentional misuse of the platform
• Attempts to manipulate booking outcomes

Where appropriate, Kumpanio may issue warnings, restrict platform features, suspend bookings, temporarily suspend accounts, or permanently terminate accounts in accordance with its Terms of Service.

12. Discretionary Review & Exceptional Circumstances

While Kumpanio strives to apply this policy fairly and consistently, certain situations may involve unique or unforeseen circumstances that are not expressly addressed by this policy.

In such cases, Kumpanio may review the matter internally through its Trust & Safety, Operations, and Customer Support teams and, at its sole discretion, determine a fair resolution based on the specific facts of the case.

Where appropriate, Kumpanio may offer a goodwill resolution, which may include:

• A full or partial refund
• Platform credits
• Rescheduling assistance
• Another reasonable resolution considered appropriate under the circumstances

Any goodwill resolution:

• Is provided entirely at Kumpanio's discretion;
• Does not modify or override this policy;
• Does not establish a precedent for future cases;
• Does not constitute an admission of liability or fault by Kumpanio; and
• Does not limit Kumpanio's rights under its Terms of Service or applicable law.

Nothing in this section limits any rights that users may have under applicable law.

13. Need Assistance?

If you have questions regarding a cancellation, refund, or booking dispute, please contact Kumpanio Support through the Help Centre or the official support channels available on the Kumpanio platform.

Our team will review your request and make reasonable efforts to resolve the matter promptly and fairly.