Each situation below matches a case the platform really handles. Where a situation needs a human decision, it says so — we would rather say it than promise an automation that does not exist.
I want to cancel my request
You can cancel as long as the session has not started, from your request. Two cases:
- You cancel MORE THAN 24 hours before the session, and you had paid: a refund is recorded as due, and prepared by our team.
- You cancel LESS THAN 24 hours before: the rule is a credit note, not a refund. You are given a credit note, usable for a future session, with its reference.
The credit note is not visible from your space: keep the reference you are given, and present it to the Support Centre when you want to use it.
Nobody accepts my request
If no Technician could be engaged within the 48 hours following your payment, our team is alerted automatically and picks up your case. They can then mark the request “Unfulfilled”, which opens a refund to prepare.
Avoid That refund is not automatic and not instant: it is a decision by our team, executed afterwards. There is nothing for you to chase, but you can write to the Support Centre if the case seems stuck.
The Technician did not show up
Do not confirm the session. Use “Report a problem” on your request, category “absence”, and describe what happened. Our team examines it and decides.
I was the one who was absent
The Technician can declare your absence. It is never taken on their word alone: it must be validated by our team. If you were not absent, say so by reporting a problem.
Reporting a problem — how it works
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During the confirmation window
The button is only available while your request is “To confirm”. Do not let automatic validation pass.
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Choose a reason
Absence, quality, behaviour, payment, or other.
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Describe the facts
What was planned, what happened, what is missing.
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What it triggers
The request moves to “Dispute in progress”, automatic validation is blocked and the Technician’s payment is put on hold.
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The examination
Our team investigates and decides: full or partial refund, cancelling or releasing the Technician’s payment, or another reasoned outcome.
Avoid After automatic validation the button disappears. A problem discovered later is still admissible, but it goes through the Support Centre rather than this form. The terms of sale and service remain the contractual reference.
My payment does not go through
“Payment failed” comes from your operator: balance, PIN, daily ceiling. You can retry from your request. If the money left without your request changing state, do not try again — write to the Support Centre with the reference received by SMS.
In every case, give your request’s reference — the one shown on its screen. It is designed to be read out over the phone, and it finds the whole history in one search.