Refund and Cancellation Policy

Buyer cancellation

Cancellation at least 24 hours before the scheduled start is eligible for a full refund. Cancellation between 4 and 24 hours before the start is eligible for a 50% refund. Cancellation less than 4 hours before the start is normally non-refundable, subject to mandatory consumer rights and exceptional evidence.

The order page displays the exact deadline using the booking time zone before payment.

Provider cancellation and no-shows

If the provider cancels or does not appear within the documented grace period, the buyer is eligible for a full refund. If the buyer does not appear, the service may be treated as delivered unless the provider agrees to reschedule or mandatory law requires otherwise.

After service starts

A service that was not delivered, was materially different from the post, or ended because of provider conduct may qualify for a full or partial refund after evidence review. Quality preference alone is not automatically refundable when the described service was delivered.

Submit the request from the order page or public support channel with the order reference, reason, relevant messages, and delivery evidence.

Disputes and chargebacks

CatchMate may freeze the related order, Credits, and provider payable while investigating. A chargeback does not create a right to retain both the service and the disputed value.

Refund method and timing

Eligible refunds return to the original card, store purchase, or Credits source. CatchMate normally submits an approved refund within five business days; the bank, card network, or app store may take a further 5 to 10 business days to display it.