Cancellation and Refund Policy

Payment is taken when a booking is confirmed. The Expert is paid 48 hours after the scheduled end of the session. That gap is deliberate: it is the window in which almost every problem surfaces, and it means a refund can be made without chasing money that has already left.

Rescheduling is free and unlimited more than 24 hours before the start, and allowed once inside 24 hours if the Expert agrees. Rescheduling is better for everyone than cancelling and we surface it first in the interface.

Standing. More than 2 late cancellations or no shows in any rolling 90 days may reduce your search visibility. More than 4 may result in removal. Emergencies happen; tell us and we will look at it.

A no-show occurs when a participant does not join within 15 minutes of the scheduled start time. If a participant joins but the Session cannot meaningfully proceed, Nurvimo will determine the outcome under the dispute process based on the available records.

If the Explorer does not show, the Expert is paid in full. If the Expert does not show, the Explorer is refunded in full.

If the session cannot proceed because of a failure in Nurvimo's video service:

• less than 50 percent of the scheduled time was usable: full refund or free reschedule, at the Explorer's choice, and the Expert is still paid 50 percent of the session fee, funded by Nurvimo, because the failure was not theirs;
• more than 50 percent usable: no refund, and either party may request a goodwill credit which we assess.

If the failure is on one participant's side (their connection, their device, they were not in a usable place), the ordinary cancellation and no show rules apply.

If a session happened but was not what you expected, tell us within 48 hours through the dispute flow with a short explanation. We look at the listing, the messages, the attendance record, and any recording both parties consented to.

We will refund where the Expert did not deliver what the listing said, was not present or engaged, breached the Code of Conduct, or gave guidance in a prohibited or restricted subject. We will not refund because the guidance was not what you hoped to hear, or because a decision you made afterward did not work out. That distinction is the whole point of the Experience Disclaimer, and we apply it consistently in both directions.

On a full refund, the platform fee is refunded too. Keeping a fee on a service that did not happen is an unfair practice risk in several provinces and it generates chargebacks that cost more than the fee.

On a partial refund, Nurvimo retains its percentage of the retained portion only.

Payment processor fees are not returned to Nurvimo when a payment is refunded. Nurvimo absorbs that cost rather than passing it to either user.

If you have a problem with a Session or payment, please contact us first so we have an opportunity to resolve it. Nothing in this Policy limits any right you have under applicable law or your card issuer's rules to dispute a charge. We may restrict or terminate an account for fraudulent, knowingly false or repeated abusive chargeback activity. Where a chargeback relates to a Session delivered by an Expert, Nurvimo may recover the amount from the Expert as permitted by the Expert Agreement.

We will waive these rules where something genuinely serious happened: a death, a medical emergency, a natural disaster, a regional outage. Tell us what happened at support@nurvimo.com. We do not ask for documents for a first request.

Refunds go back to the original payment method within 5 to 10 business days, depending on your bank. Credits appear in your Nurvimo balance immediately.

Nothing here limits any refund, cancellation or remedy you have under the consumer protection law of your province or state. Where that law gives you more than this policy does, that law applies.