The policy shown at booking
The service specific cancellation policy is shown before confirmation.
It applies with mandatory consumer rights and cannot be changed retrospectively.
Customer cancellation
Request cancellation from the private booking management link or account.
The refund depends on the deadline, booking policy and whether the service has started.
SPOT keeps cancellation and refund records separately.
Host cancellation or material change
A host cancellation starts the full refund flow, invalidates entry passes, closes inventory and stops payout eligibility.
Hosts must notify customers of a material time change or other core change.
Customers may accept the alternative or request an eligible refund.
Online session problems
A material host side failure or invalid joining link may justify a refund.
A customer device or connection problem normally does not when the service was available as described.
Duplicate or failed payments
SPOT compares the booking record with the provider’s transaction record.
The provider corrects a verified duplicate charge or successful payment without a confirmed booking.
Refund method and timing
Approved refunds return to the original payment method through the provider. SPOT does not create a cash wallet.
A bank or card issuer may need extra time after the refund is accepted.
Requesting a refund
Use the private booking management link or the contact page and include the booking reference, reason and any available evidence. The reference helps match the booking and payment quickly.
Send the booking and payment reference to the finance support team.