Refund & Cancellation Policy
Effective November 7, 2026
Here's exactly when you can cancel and when you get your money back. You're never charged unless you're booked: we hold your card when you request and charge it only once the seller uploads your booking.
1. At a glance
| Situation | What happens | Your card |
|---|---|---|
| Request sent | Your card is held for the price plus the service fee. | Nothing charged yet. |
| Seller books your class | The seller uploads proof of your reservation. | Your card is charged now, and only now. |
| Seller can't book, or doesn't book in time | Automatic, as soon as they tap "Can't book this" or after 2 hours. | Hold released. You're never charged. |
| Class is full | Automatic. The seller shows us a screenshot of the full class. | Hold released. You're never charged. |
| You cancel before the seller books | Cancel from the booking page. | Hold released. You're never charged. |
| Booked, and you can't make it | Contact us as soon as possible. | Not refundable once booked, because the seller's credit is used. Studio no-show or late-cancel fees may also apply. |
| Booked, but your reservation isn't there | Report a problem from the booking page. | Full refund when we confirm the problem. |
2. Reporting a problem
If your reservation is missing, the details are wrong, or something went wrong at the studio, use "Report a problem" on the booking page. Please report within 24 hours after your class, before the seller is paid. While we review, the seller's payout is on hold. If the problem is the seller's, we refund you in full.
3. How refunds are paid
A released hold disappears from your card without a charge; some banks take a few days to show that. Refunds after a charge go back to the card you paid with, through Stripe, and banks usually show them within 5 to 10 business days. While the site is in test mode, payments and refunds are simulated and no real money moves.
4. For sellers
- Only list credits you can book a guest with, and book every request within 2 hours.
- If you can't book, or the 2 hours run out, the buyer's hold is released, your listing is paused, your reliability score goes down, and we charge a $5 missed-booking fee to your card on file. It's never taken from your payouts.
- Repeated missed bookings can lead to suspension.
- If a buyer reports a problem, your payout is held until we review it.
- If you cancel, please also cancel the studio reservation so the studio's own fees don't apply to you.
5. Questions
Email support@sweatneighbor.com and include your booking number.