Cancellation & Refund Policy
Version 2026-08-13 · Effective 13 August 2026
This policy explains when a Booking can be cancelled, who gets refunded, and how. It forms part of, and should be read with, our Terms of Service. The specific cancellation window and any fee for a given Booking are also shown to you at checkout; where they differ, the terms shown at checkout for that Booking govern.
1. Explorer cancellations
The refund depends on how far ahead of the scheduled start you cancel. Unless the Booking screen says otherwise, the standard schedule is:
| When you cancel | Refund of Companion Service Amount |
|---|---|
| More than 24 hours before start | Full refund |
| 6–24 hours before start | Partial refund (a cancellation fee may apply, shown at checkout) |
| Less than 6 hours before start | Generally non-refundable (the Companion has reserved the time) |
Payment-processing charges may be non-refundable where the provider does not return them. The Platform Fee is refunded whenever the Companion Service Amount is refunded in full.
2. Companion cancellations
If a Companion cancels a confirmed Booking, the Explorer receives a full refund (Companion Service Amount + Platform Fee). Repeated or last-minute cancellations by a Companion may affect their standing, visibility, or ability to take Bookings.
3. No-shows
- Companion no-show: the Explorer receives a full refund. Report it in-app so we can act.
- Explorer no-show: the Booking is generally non-refundable, as the Companion reserved and attended the time. If you were prevented by a genuine emergency, contact Support.
- We may ask both parties for information (e.g. timing, location, messages you choose to share) to establish what happened.
4. Service issues & disputes
If a session was materially not as agreed — for example it was cut short, the Companion behaved inappropriately, or a Community-Guidelines violation occurred — raise a dispute in-app promptly (and in any case within a reasonable time of the session). We review the available information and may issue a full or partial refund, release payment, or take enforcement action. Where a serious violation is involved, safety action takes priority over the payment outcome.
5. Events outside anyone’s control (force majeure)
If a Booking can’t proceed because of events outside either person’s reasonable control — for example a venue or event cancellation, transport disruption, natural events, or a platform/payment outage — we will generally refund the Explorer or help reschedule. Alongo is not the supplier of third-party events, venues, tickets or transport and doesn’t guarantee them.
6. Chargebacks
If you have a problem, please use this policy first — it’s faster than a bank chargeback. Raising a chargeback for a service you received, or to avoid a valid charge, is not a substitute for the process here and may be treated as fraud under our Terms. Where a chargeback is raised, related payouts and balances may be held or reversed while it is investigated.
7. How refunds are issued
- Approved refunds go back to your original payment method.
- Timing follows your bank/payment provider’s standard timelines (often a few business days).
- Because only the booking fee is paid online, most eligible refunds are straightforward and don’t depend on recovering funds from anyone else.
8. How to cancel, refund or escalate
Cancel from the Booking screen in the app. For a refund or dispute, use in-app Support. If you’re not satisfied, escalate to our Grievance Officer, Grievance Officer, Companion (PLACEHOLDER — named individual), at grievance@companion.app (we acknowledge within 24 hours and aim to resolve within 15 days). This process is in addition to any rights you have under applicable consumer-protection law, including approaching a consumer forum.
9. Changes & contact
We may update this policy; the version and effective date above will change and material changes will be notified. Alongo Technologies Pvt. Ltd. (PLACEHOLDER), Bengaluru, Karnataka, India (PLACEHOLDER — registered office). Support: support@companion.app · Grievance: grievance@companion.app.