1. Overview
This Refund & Cancellation Policy ("Refund Policy") governs all refund and cancellation requests related to bookings made through the Meezoy platform. This policy applies to both Customers and Companions and should be read in conjunction with our Terms of Service, Customer Terms, and Companion Terms.
Meezoy acts as a technology platform that connects Customers with independent Companions. As such, Meezoy facilitates payments and refunds but is not a direct party to the service agreement between Customers and Companions.
2. Customer Cancellations
Customers may cancel a confirmed booking at any time before the scheduled start time. The refund amount depends on how far in advance the cancellation is made:
Cancellation Timeline & Refund Schedule
- More than 24 hours before the booking: Full refund of the Companion's fee. The platform service fee is non-refundable.
- Between 12 and 24 hours before the booking: 50% refund of the Companion's fee. The platform service fee is non-refundable.
- Less than 12 hours before the booking: No refund will be issued. The full booking amount (including platform service fee) is non-refundable.
- No-Show (failure to appear): No refund will be issued. The full booking amount is non-refundable.
Note: Cancellation timelines are calculated based on the scheduled start time of the booking as displayed on the Meezoy platform.
3. Companion Cancellations
If a Companion cancels a confirmed booking, the Customer will receive a full refund of the entire booking amount, including the platform service fee.
- Automatic Refund: When a Companion cancels, the refund is automatically initiated and processed to the Customer's original payment method.
- Companion Consequences: Companions who cancel bookings frequently may face account restrictions, reduced visibility on the platform, or account suspension as outlined in the Companion Terms.
- Companion No-Show: If a Companion fails to appear at the scheduled time and location, the Customer is entitled to a full refund. Customers should report no-shows through the app within 24 hours of the scheduled booking time.
4. Platform Service Fee
Meezoy charges a platform service fee on each booking to cover operational costs, payment processing, customer support, and platform maintenance.
- Customer-Initiated Cancellations: The platform service fee is non-refundable for all customer-initiated cancellations, regardless of timing.
- Companion-Initiated Cancellations: The platform service fee is fully refundable when the Companion cancels or fails to show up.
- Meezoy-Initiated Cancellations: If Meezoy cancels a booking due to safety concerns, policy violations, or platform issues, the full amount including the platform service fee will be refunded.
5. Refund Eligibility
In addition to cancellations, refunds may be issued in the following circumstances:
- Service Not as Described: If the Companion's service significantly differs from what was agreed upon during the booking (e.g., activity type, duration, or location), the Customer may request a partial or full refund.
- Safety Concerns: If a booking is terminated early due to legitimate safety concerns by either party, Meezoy will review the situation and may issue an appropriate refund.
- Technical Errors: If a duplicate charge or system error results in an incorrect payment, Meezoy will correct the charge and issue a refund for any overcharge.
- Unauthorized Transactions: If you believe an unauthorized transaction has occurred on your account, contact us immediately. Verified unauthorized charges will be fully refunded.
6. Non-Refundable Situations
Refunds will not be issued in the following situations:
- The Customer was dissatisfied with the Companion's personality, appearance, or conversation style, unless the Companion's profile was materially misleading.
- The Customer failed to show up at the agreed time and location ("No-Show").
- The Customer violated the Code of Conduct during the booking, resulting in the Companion ending the session early.
- The booking was completed as scheduled and both parties confirmed attendance.
- The Customer's account has been suspended or terminated due to policy violations.
- External factors beyond Meezoy's or the Companion's control, such as weather, traffic delays, or venue closures, unless covered under Force Majeure (Section 12).
7. Refund Process & Timelines
How to Request a Refund
- In-App Cancellation: Cancel directly through the Meezoy app by navigating to your booking details and selecting "Cancel Booking." Eligible refunds are automatically calculated and initiated.
- Support Request: For refund requests outside of standard cancellations (e.g., service quality issues), contact our support team at info@meezoy.com with your booking ID and a description of the issue.
Processing Timelines
- Refund Initiation: Refunds are typically initiated within 1–3 business days of the cancellation or approved refund request.
- Refund Arrival: Depending on your payment method and financial institution, refunds may take 5–10 business days to appear on your statement after initiation.
- Review Period: For non-standard refund requests (e.g., disputes about service quality), Meezoy may require up to 14 business days to investigate and resolve the request.
8. Refund by Payment Method
Refunds are always processed to the original payment method used for the booking:
- Credit/Debit Card: Refund credited back to the original card. Processing time: 5–10 business days.
- Digital Wallets (Apple Pay, Google Pay, etc.): Refund returned to the linked wallet or card. Processing time: 3–7 business days.
- Bank Transfer/UPI: Refund returned to the originating bank account. Processing time: 5–10 business days.
If the original payment method is no longer available (e.g., expired card, closed account), please contact our support team to arrange an alternative refund method.
9. Partial Refunds
Meezoy may issue partial refunds in the following situations:
- Early Termination by Mutual Agreement: If both the Customer and Companion agree to end a booking early, a pro-rata refund may be issued for the unused portion of the booking time.
- Service Quality Issues: If the service fell short of the agreed-upon terms but was not completely unsatisfactory, Meezoy may issue a partial refund after investigation.
- Late Arrival by Companion: If the Companion arrives significantly late (more than 30 minutes past the scheduled time), the Customer may be eligible for a partial refund proportional to the lost time.
10. Dispute Resolution
If you disagree with a refund decision or believe your case warrants special consideration, you may escalate the matter through our dispute resolution process:
- Step 1 — File a Dispute: Contact our support team at info@meezoy.com within 7 days of the booking date with your booking ID, a description of the issue, and any supporting evidence (screenshots, messages, etc.).
- Step 2 — Investigation: Our team will review the dispute, which may include contacting both the Customer and Companion, reviewing in-app communications, and assessing any available evidence.
- Step 3 — Resolution: Meezoy will issue a decision within 14 business days of receiving the dispute. The decision may include a full refund, partial refund, or denial of the refund request.
- Step 4 — Final Appeal: If you are unsatisfied with the decision, you may submit one final appeal within 7 days of the resolution. The appeal will be reviewed by a senior member of the Meezoy team, and the decision is final.
For disputes not resolved through this process, the arbitration provisions in our Terms of Service apply.
11. Booking Modifications
Customers may request to modify a booking (e.g., change date, time, or activity) instead of cancelling, subject to the following:
- Companion Approval Required: All modification requests require the Companion's acceptance. If the Companion declines, the original booking terms remain in effect.
- Price Adjustments: If the modified booking results in a higher fee, the Customer will be charged the difference. If the modified booking results in a lower fee, the difference will be refunded.
- Modification Deadline: Modifications must be requested at least 6 hours before the original booking start time. Modifications requested after this deadline are treated as cancellations followed by new bookings.
12. Force Majeure & Extraordinary Events
In the event of extraordinary circumstances beyond the reasonable control of either party — including but not limited to natural disasters, government-imposed travel restrictions, pandemics, civil unrest, or other force majeure events — Meezoy may, at its discretion:
- Issue full refunds for affected bookings, including the platform service fee.
- Offer booking credits for future use on the platform, valid for 12 months from the date of issuance.
- Allow free rescheduling of affected bookings to a mutually agreed-upon date.
Meezoy reserves the sole right to determine whether an event qualifies as a force majeure situation. Decisions on force majeure refunds are made on a case-by-case basis.
13. Policy Changes
Meezoy reserves the right to modify this Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting on the Meezoy website and app. We will make reasonable efforts to notify users of significant changes through in-app notifications or email.
Your continued use of the Meezoy platform after any changes to this policy constitutes your acceptance of the updated terms. We encourage you to review this policy periodically to stay informed about our refund practices.
14. Contact Us
If you have any questions about this Refund & Cancellation Policy, or need to request a refund, please contact us:
- Email: info@meezoy.com
- In-App Support: Navigate to Settings → Help & Support → Contact Us
- Response Time: We aim to respond to all refund-related inquiries within 24–48 hours during business days.
