Payments & Refunds

Last updated: 22 October 2026

This policy explains how paying for a session works and when you're owed a refund. It is part of our Terms of Service.

You pay the host directly. Paid sessions are paid through PayPal straight to the host's PayPal account. Live With Me takes no commission, never holds your money and isn't a party to the payment — so refunds come from the host, not from us.

Your money is safe. Every payment is made through PayPal, so if something goes wrong you can always turn to PayPal. PayPal generally allows a dispute to be opened within 180 days of the payment; eligibility and outcomes are decided by PayPal under its terms for your country. Where needed, we provide PayPal and both sides with the session records we hold.

Paying

• You pick a time first; it's held for you for 15 minutes while you pay with PayPal or a card through PayPal.
• The booking is confirmed only once PayPal confirms the payment. If the time is taken before your payment finishes, you aren't charged.
• If your payment went through but the booking didn't finish (for example your connection dropped), we detect it and you'll find it in My bookings — either confirmed, or waiting for you to pick a new time without paying again.

Cancellation policy

Every session shows its own cancellation window (for example "free cancellation up to 24 hours before") before you book, and you confirm it at checkout. The window shown when you booked is the one that applies, even if the host changes it later.

• You cancel before the cancellation window → the host owes you a full refund.
• You cancel inside the cancellation window → no refund is owed; the host keeps the payment.
• The host cancels → the host owes you a full refund.
• The host doesn't show up → the host owes you a full refund. This is decided from the session's connection records.
• The session can't connect at all → the host owes you a full refund.
• You don't show up → no refund is owed.
• You paid but your time was taken and you'd rather not pick another → cancel it and the host owes you a full refund.

Bundles of meetings

• Some sessions are sold as a bundle — for example 3 meetings for one price. You pay once and book the meetings one at a time.
• Meetings in a bundle aren't refunded one by one. A meeting you cancel before the host's cancellation window, that the host cancels, or that the host misses goes back to your bundle so you can book another time.
• A meeting you cancel inside the window, or don't show up to, counts as used.
• If the host can't give you the meetings you paid for, the host refunds the unused part. If you can't agree, report it from My bookings.

How refunds happen

• When a refund is owed, we email both you and the host and show it in My bookings.
• The host refunds you from their PayPal account, back to the PayPal account or card you paid with. PayPal decides how long it takes to appear — usually a few business days.
• The host confirms in Live With Me once it's done, and we let you know.
• If a refund hasn't arrived within 7 days, report it from My bookings or email livewithme.app@gmail.com. Hosts who don't honour their cancellation policy may be suspended or removed.

Problems, disputes and refunds

Sessions are private: the call connects the customer and the host directly, and Live With Me is not present in it and never records it. If something goes wrong with a session — the host or the customer did not show up, the call did not work, the session was not as described, or a refund you are owed has not arrived — the matter is between the customer and the host, and it is resolved directly between them or through PayPal, because every payment goes from the customer's PayPal account straight to the host's.

• 1. Contact the other side first. Use the booking details or Report a problem in My bookings. Many issues are resolved with a short message.
• 2. Open a case with PayPal. If the matter is not resolved, the customer opens a dispute for that specific payment in PayPal's Resolution Center, under PayPal's buyer protection rules — generally within 180 days of the payment. The host responds there, and PayPal reviews the case and decides.
• 3. Records from Live With Me. On request, we provide the customer, the host or PayPal with the records we hold for that session (see below).
• 4. Further enquiries. Live With Me may contact the customer and the host by email, request information and look into the matter further.

What Live With Me can and cannot do

• We can provide the records we hold for the session: when each participant joined and left, whether and for how long the call was connected, any cancellation and its timing, and the booking and payment details.
• We can contact both sides, look into a report, and suspend an account for a limited period or remove it permanently if it has behaved in a manner that is not acceptable on our platform — such as explicit or sexual behaviour, drugs, harassment or fraud.
• We cannot see, hear or retrieve anything that took place in the call. We have no recordings, audio, video, screen sharing or chat, so we cannot judge what was said or done, or the quality of the session.
• We cannot issue, hold, withhold, reverse or guarantee a refund, decide a dispute, or override a decision by PayPal. Beyond the records and steps described here, we are unable to assist further with a refund.

Live With Me is not a party to the payment or the dispute, and PayPal — not Live With Me — decides PayPal cases. We may nevertheless act on what we learn under our Terms, for example by adjusting ratings, pausing sessions, or suspending or removing an account.

Fees

Live With Me is currently free for customers and hosts — we take no commission. If that changes, we'll tell you in advance and it won't apply to bookings already made.

Your legal rights

Where a mandatory consumer-protection law gives you a right to cancel or to a refund, that right applies in addition to this policy.

Contact

Questions: livewithme.app@gmail.com.