Refunds & Cancellations Policy

This Refunds & Cancellations Policy explains how cancellations, no-shows, refunds, and payouts work on Ourly.

Ourly is a marketplace that facilitates paid one-to-one conversations between users. Ourly does not provide the conversation itself and is not a party to the agreement formed between users.

1. Key definitions

"Payer": the user who makes the payment for a meeting.

"Recipient": the user who accepts the offer and is paid to attend the meeting.

"Service fee": the Ourly platform service fee (currently £2.49).

"No-show": where a user does not join the meeting within 15 minutes of the scheduled start time.

2. Cancellations (before the meeting)

Either user may cancel a meeting at any time up to the scheduled start time.

If a meeting is cancelled by either user before it starts:

• The payment will be refunded in full, including the service fee.
• Refunds are issued to the original payment method used at checkout.

3. No-shows (15-minute rule)

If a meeting is scheduled and the Recipient does not join the meeting within 15 minutes of the scheduled start time, the meeting is treated as a Recipient no-show.

In the event of a Recipient no-show:

• The Payer will receive a full refund, including the service fee.
• This applies regardless of whether the Payer joined the meeting or not.

If the Payer does not join the meeting within 15 minutes but the Recipient does attend:

• The meeting is treated as a Payer no-show.
• No refund will be issued.

Attendance is determined using platform-level join signals and meeting metadata, including logs generated when users follow Ourly meeting links and available meeting attendance metadata.

4. After the meeting takes place

If both users attend the meeting and the meeting takes place:

• No refunds are available after the meeting, once payment has been processed and/or released to the Recipient.

This includes dissatisfaction with:

• the content of the conversation,
• advice or opinions shared,
• outcomes or perceived value.

Conversations are provided by users to one another at their own discretion and risk.

5. Rescheduling

At this time, rescheduling is not supported once a meeting has been accepted.

Before accepting an offer, a Recipient may propose amended dates or times. Once accepted, a meeting may only be cancelled in accordance with this policy and, if desired, rebooked as a new meeting.

6. Refund processing times

Approved refunds are typically processed within 3–5 business days.

The time taken for funds to appear back in a user's account may vary depending on the payment provider and bank.

7. Payouts to Recipients

Recipients may be required to complete Stripe Connect Express onboarding before receiving payouts.

Once eligible and released, payouts typically arrive in 3–5 business days, depending on Stripe and the Recipient's bank.

We may delay, withhold, or reverse payouts where reasonably necessary to:

• comply with law or payment provider requirements,
• address fraud or suspected misuse,
• resolve disputes or chargebacks.

8. Fraud, abuse, and repeated missed meetings

We reserve the right to suspend or restrict accounts where we reasonably believe there is:

• fraud or attempted fraud,
• repeated missed meetings or no-shows,
• abuse of refunds or chargebacks,
• attempts to circumvent platform fees or payments.

9. Chargebacks and disputes

If a Payer initiates a chargeback or payment dispute through their bank or card provider:

• We may suspend the relevant account(s) while the dispute is investigated.
• Chargebacks may take several weeks to resolve and may result in account restriction or termination.

10. Contact

If you believe a refund decision is incorrect, please contact us at admin@ourly.uk with:

• the meeting date and time,
• the booking details,
• a brief explanation of what happened.