Refund Policy

A Colin session costs $25 and covers one 30-minute video conversation with a working engineer. You pay only for a time an engineer has offered. Here's when you get your money back.

Full refund

• You cancel 24 hours or more before the session starts.
• Your engineer cancels, at any time.
• Your engineer doesn't show up: you pressed Join, and they never did.
• You were charged twice for the same session.
• Your session can't go ahead for a reason on our side.

No refund

• You cancel less than 24 hours before the session starts.
• You don't show up: your engineer pressed Join, and you never did.
• The session happened as planned.

How we know who showed up

Your session page has a Join button and an "I've left the call" button, for you and for your engineer. We record when each of you presses them, and those times decide any question about who showed up. If you didn't press Join, we count you as not having shown up, even if you say you did, so please use the buttons every time.

Something went wrong

If a call drops, a connection fails, or something else gets in the way, tell us. We'll either set up a new time or refund you, whichever you prefer.

How refunds work

Refunds go back to the card you paid with. Most banks show them within 5 to 10 business days. We email you when a refund is issued. You can cancel from your session page in your dashboard, which tells you before you confirm whether a refund applies.

Questions

To ask about a refund, email support@colinchats.com.