Refund & reschedule policy
Last updated: July 2026
We want every session to be great. This policy explains what happens if something goes wrong, and how we decide fairly using our own session logs.
Rescheduling
- You can reschedule once for free, subject to slot availability.
- A second reschedule isn't possible and doesn't carry a refund.
If your session is disrupted
- Our fault(our host or network was down, hardware failed, or we couldn't start your session): full refund or a free reschedule — your choice.
- Minor disruption (more than ~15 minutes were unusable but the session largely happened): a credit to your wallet to use on a future booking.
- Your side (your internet or device, or you leave early): no refund, though we may offer a goodwill credit at our discretion.
How we decide
Every session is monitored from our end. We log whether our host and network were healthy and when the stream connected or dropped, so refund decisions are based on evidence rather than guesswork.
Raising a request
Open a request from your bookings (or email support@consolebythehour.com). We review it against the session logs and, if approved, process the refund to your original payment method. Bank refunds typically take 5–7 business days.