Refund & Reschedule Policy

We want every session to be worth your time and money. This policy explains exactly what happens when things don't go as planned — and how we decide fairly using our own session logs and recordings.

Cancelling a booking

Cancel any time from My Bookings— the cancellation itself is instant and self-service, no need to wait for a review. How much comes back depends on how much notice you give, since a slot cancelled at the last minute usually can't be resold. Eligible amounts are refunded back to you directly (payment is by UPI/QR, not an automated gateway, so this is sent by our team rather than instant):

• 6 hours or more before your session starts — 100% refundable
• 2–6 hours before — 50% refundable
• 1–2 hours before — 25% refundable
• Under 1 hour before, or a no-show — not eligible

Rescheduling

Rescheduling (moving to a different slot, rather than cancelling outright) is separate from the cancellation tiers above:

• Every booking includes one free reschedule. Request it from your bookings page at least 2 hours before your session starts.
• Rescheduling is subject to slot availability in the current 14-day booking window.
• A second reschedule of the same booking is not available. If you miss a session after a reschedule, it is treated as a no-show (see below).

If your session is disrupted

• Our fault — our host PC, network, or streaming service was unavailable and your session was cut short by more than 15 minutes: you get a refund equal to the pro-rated unused time, or a free reschedule — your choice.
• Our fault, and your session never started at all— for example, the host wasn't ready in time and nothing was ever delivered: a full refund, since you received no value at all.
• Minor disruption — up to ~15 minutes of your session were unusable (whether from a disconnect or noticeably poor stream quality) but it otherwise ran: a partial refund proportional to the disruption.
• Your side — your internet dropped, your device had issues (including not having a controller ready — see our requirements before booking), or you chose to leave early: no refund is issued. We recommend testing your setup with our free demo before booking.
• No-show— if you don't connect within the first 20 minutes of your booked time, the session is forfeited. No refund.

How we decide

Every session is monitored from our end. We log whether our host and network were healthy, when the stream connected, and when it dropped, and sessions may also be recorded — so decisions are based on evidence, not assertions. We will share the relevant log or recording excerpt on request. See our Privacy Policy for how long recordings are kept.

How refunds are paid

All eligible compensation is a direct refund, sent back the same way you paid (UPI/QR) — we don't currently offer account credit. Approved refunds are sent by our team, usually within 1–2 business days of approval.

Cancellations by us

In the rare case we need to cancel your booking before it starts (scheduled maintenance, hardware failure), you get a full refund, plus a priority reschedule offer. We will notify you by email as soon as possible.

How to raise a request

Cancellations are instant and self-service from My Bookings — see the tiers above. For a disruption during a session, click Reschedule / issue on the relevant booking, or email support@consolebythehour.com with your booking reference. We review requests within 1 business day.