Cancellation and credit policy

Cancelled bookings become credit, not refunds

When a confirmed booking is cancelled, the session price is not paid back to your bank account or card. It is kept as credit in your Tactimo account, with the expert you booked, and you can use it on a later booking with that expert.

Whoever cancels, the client or the expert, must give a reason. The reason is shown to the other person and kept on the booking.

If you cancel

Times are measured against the session start.

• 24 hours or more before start: the full session price becomes credit with that expert.
• Less than 24 hours before start: no credit, and the session price is not returned.
• No-show: no credit.

If your expert cancels or does not show

You get the full session price as credit with that expert at any time, and we will offer to help you rebook. If your expert does not show, contact support and we will add the credit.

How credit works

Your credit with an expert works like this.

• Credit belongs to you and is held per expert and per currency. It cannot be used with another expert, transferred to someone else or exchanged for cash.
• It does not expire.
• It is applied automatically the next time you book that expert. If it covers only part of the price, you pay the rest by card. If it covers all of it, you confirm the booking without paying.
• While you are checking out, the credit is held for you. If you leave before paying and the 10-minute hold runs out, the credit goes back to your balance.
• Your balance is shown under Your bookings in your account.

Payment processing fees

The payment processing fee you paid on top of the session price is charged by the card provider, who does not return it. It is not turned into credit. Only the session price is.

If an expert can no longer take bookings

If an expert leaves Tactimo or is removed, contact support. We will arrange a refund of any credit you hold with them to your original payment method.

Rescheduling

You can move a session at no cost if you do so 24 hours or more before it starts. Limits on repeat reschedules may apply.

For experts

You keep the payment for a booking that is cancelled. The client holds the price as credit with you, and the later session it pays for needs no new payout. A booking you cancel always gives the client credit, so please only cancel when you must.

Completed sessions and disputes

Completed sessions are not credited or refunded, except where an admin upholds a dispute raised within 48 hours. In that case an admin decides on an outcome between 0% and 100%, as credit or, where appropriate, a refund.

Mistakes on our side

If a double-booking or another fault on our side stops your session going ahead, or you are charged twice, the payment concerned is refunded in full to your original payment method through Paystack or Stripe. This can take several business days to appear. Payment provider fees are generally not returned by the providers; Tactimo absorbs them on refunds you are entitled to.

Your statutory rights

This policy does not limit your rights under the Consumer Protection Act or the ECT Act. Supplier details and cancellation terms are shown before you pay.