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At Profound, we want you to be completely satisfied with your experience. This refund policy explains how cancellations and refunds are handled for sessions booked through our platform.
1. Cancellation and Refund Timeline
| Cancellation Time |
Client Refund |
Expert Compensation |
| More than 24 hours before session |
100% refund |
No payment |
| Less than 24 hours before session |
50% refund |
50% payment |
| Client no-show (no cancellation) |
No refund |
100% payment |
| Expert no-show or cancellation |
100% refund + $25 credit |
No payment |
2. How to Cancel a Session
2.1 For Clients
- Open the Profound app
- Navigate to "Bookings"
- Select the session you want to cancel
- Tap "Cancel Session"
- Select a cancellation reason
- Confirm cancellation
2.2 For Experts
- Open the Profound app
- Navigate to "My Clients" or "Bookings"
- Select the session to cancel
- Tap "Cancel Session"
- Provide a reason (client will be notified)
- Confirm cancellation
2.3 Emergency Cancellations
If you cannot access the app due to an emergency, contact us immediately:
- Email: support@getprofound.net
- Phone: 1-800-555-1234
3. Refund Processing
3.1 Automatic Refunds
Refunds for cancellations made more than 24 hours in advance are processed automatically:
- Refunds are initiated immediately upon cancellation
- Refunds appear in your account within 5-10 business days
- Refunds are issued to the original payment method
3.2 Disputed Cancellations
For cancellations within 24 hours or no-show situations, the refund policy is automatically applied. If you believe there are extenuating circumstances, you may request a review within 7 days of the scheduled session.
4. Session Quality Disputes
4.1 Requesting a Refund
If you're unsatisfied with a completed session, you may request a refund by:
- Contacting support@getprofound.net within 7 days of the session
- Providing details about the issue
- Including any relevant evidence or documentation
4.2 Review Process
Our support team will:
- Review your complaint and any evidence provided
- Contact the expert for their perspective
- Review session records and communications
- Make a determination within 5 business days
4.3 Possible Outcomes
- Full Refund: Issued if service was not provided as described
- Partial Refund: Issued if service was partially delivered or substandard
- No Refund: If service was delivered as agreed
- Platform Credit: May be offered as an alternative to refund
5. Expert Cancellation Penalties
When experts cancel sessions, especially on short notice, the following applies:
- First Cancellation: Client receives full refund + $25 credit; expert receives a warning
- Second Cancellation: Expert's profile may be temporarily suspended for review
- Repeated Cancellations: May result in removal from the platform
- No-Show: Expert account may be immediately suspended pending investigation
6. Platform Credits
6.1 Credit Issuance
Platform credits may be issued in the following situations:
- Expert cancellations or no-shows ($25 credit)
- Technical issues preventing session completion
- Resolution of disputes
- Promotional offers
6.2 Using Credits
- Credits are automatically applied to your next booking
- Credits never expire
- Credits are non-transferable
- Credits cannot be redeemed for cash
7. Non-Refundable Fees
The following are non-refundable:
- Platform Service Fees: Not refunded except in cases of expert no-show
- Payment Processing Fees: Charged by Stripe, not refundable
- Completed Sessions: Once a session is completed, standard cancellation refunds don't apply (but quality disputes can be filed)
8. Package and Multi-Session Refunds
For packages or multiple sessions:
- Individual sessions within a package can be cancelled according to this policy
- Unused sessions in a package can be refunded (less any per-session booking fees)
- Partial package refunds are calculated based on the per-session price
9. Rescheduling vs. Cancellation
Tip: Consider rescheduling instead of cancelling! Rescheduling to a new time doesn't incur any fees and keeps your booking with the expert.
To reschedule:
- Open the session details in the app
- Tap "Reschedule"
- Select a new time (must be more than 24 hours away)
- Expert must approve the new time
- No fees or refund implications
10. Force Majeure
In cases of natural disasters, pandemics, or other events beyond our control:
- Refunds or credits will be issued on a case-by-case basis
- We will work with both clients and experts to find fair solutions
- Standard cancellation penalties may be waived
11. Abuse of Refund Policy
Profound reserves the right to:
- Deny refunds if there's evidence of abuse or fraud
- Suspend or terminate accounts that repeatedly request unjustified refunds
- Take legal action in cases of fraud or chargebacks
12. Chargebacks
Important: Before initiating a chargeback with your credit card company, please contact us at support@getprofound.net. We're committed to resolving issues fairly and chargebacks can result in account suspension.
If a chargeback is filed:
- Your account will be immediately suspended pending investigation
- You may be required to provide documentation
- Fraudulent chargebacks may result in permanent account termination
- You may be liable for chargeback fees ($15-25) plus the original transaction amount
13. Contact Us
For questions about refunds or to request a refund review:
- Email: support@getprofound.net
- Phone: 1-800-555-1234
- Website: www.getprofound.net/support
Please include:
- Your account email
- Session date and time
- Booking confirmation number
- Detailed description of the issue
- Any supporting documentation
Effective Date: This Refund Policy is effective as of January 1, 2025.
We reserve the right to modify this policy at any time. Changes will be communicated via email and posted on our website.