Payments and refunds

Last updated 19 October 2026.

In these cases you pay nothing, and you don’t need to contact us:

• You cancel before delivery: the hold is released and you pay nothing, including Priority, gifts and the service fee.
• No answer within 5 days: the hold is released and you pay nothing, including Priority, gifts and the service fee.
• The creator declines. You see “Declined, you were not charged,” and the full hold is released.
• The creator does not join a live chat or a video call. The hold is released.
• You don’t join a live chat or video call: you can still be charged.
• Moderation rejects the question, or a rejected answer is not replaced within the 5 days. The hold is released.

Got an answer but something is wrong? Tap “Something went wrong” on the order within 7 days of delivery. We review it and can refund all or part of what you paid.

A partial refund lowers the 5% service fee by the same share.

Refunds go back to the card you paid with. We don’t give store credit.

If you dispute a charge with your bank, the creator’s payment for that order is held until the dispute is settled.