Refund & Cancellation Policy

1. Overview

At Ask Us Here (operated by Imfiy BV), we strive to provide high-quality personal development coaching and professional advice services. This policy explains our refund and cancellation terms clearly and transparently.

2. Wallet Credit Purchases

Why Wallet Credits Are Non-Refundable:

• Credits are immediately added to your account and available for use
• They represent pre-purchased digital services, similar to gift cards
• You have full control over when and how to use them
• Credits never expire, so there's no pressure to use them immediately

3. Coaching Session Charges

3.1 Pay-Per-Minute Billing

Coaching sessions are charged per minute at the rate displayed on each coach's profile. You are only charged for the actual time you spend in an active session.

3.2 Session Control

• You can end a session at any time
• Charges stop immediately when you end the session
• You are only billed for minutes actually used
• There are no minimum session requirements or early termination fees

3.3 Free Minutes

Some coaches offer free introductory minutes for first-time clients. These free minutes are applied automatically before any paid time begins. Free minutes cannot be transferred, refunded, or converted to wallet credits.

4. Refunds for Session Issues

4.1 Technical Issues on Our End

If a session is interrupted or degraded due to technical problems with the Ask Us Here platform (e.g., server outages, database errors, platform bugs), we will:

• Credit your wallet for the affected session time
• Investigate the issue to prevent future occurrences
• Notify you via email about the credit adjustment

4.2 Technical Issues on Your End

We cannot provide refunds for issues caused by:

• Your internet connection problems
• Device malfunctions or incompatibility
• Browser issues or outdated software
• Power outages or network disruptions in your area

Recommendation: Test your connection and device before starting a paid session. Use free minutes to ensure everything works properly.

4.3 Coach Unavailability

If a coach accepts a session but fails to respond within 5 minutes of the session start, you can end the session without being charged. Any time spent waiting will not be billed.

5. Dispute Resolution Process

5.1 How to File a Dispute

If you believe you were charged incorrectly or experienced service issues, please contact us within 7 days of the session:

Email: [email protected]
Subject: "Session Dispute - [Session ID or Date]"

5.2 Information to Provide

• Your account email address
• Session date and time
• Coach name
• Detailed description of the issue
• Screenshots or evidence (if applicable)

5.3 Resolution Timeline

We will:

• Acknowledge your dispute within 2 business days
• Review session logs and billing records
• Provide a resolution within 7 business days
• Credit your wallet if the dispute is valid

5.4 Session Logs

We maintain detailed logs of all sessions, including:

• Start and end timestamps
• Chat message history
• Connection events and technical issues
• Billing calculations

These logs help us resolve disputes fairly and accurately.

6. PayPal Disputes and Chargebacks

6.1 PayPal Buyer Protection

If you paid via PayPal and are unable to resolve an issue directly with us, you may file a dispute through PayPal's Resolution Center within 180 days of the transaction.

6.2 Please Contact Us First

Before opening a PayPal dispute or chargeback, please contact us directly at [email protected].

Most issues can be resolved quickly and amicably without involving PayPal. Chargebacks can result in account suspension and may affect your ability to use our platform in the future.

6.3 Fraudulent Chargebacks

Filing false or fraudulent chargebacks (claiming services were not received when they were) may result in:

• Immediate account suspension
• Forfeiture of wallet balance
• Legal action to recover costs

7. Account Deletion

7.1 Wallet Balance Upon Deletion

If you delete your Ask Us Here account, any remaining wallet balance will be forfeited.

Before deleting your account, please:

• Use your remaining credits for coaching sessions, or
• Contact [email protected] to discuss withdrawal options (subject to our discretion)

7.2 30-Day Grace Period

When you request account deletion, we will:

• Suspend your account immediately (preventing new sessions)
• Provide a 30-day grace period to change your mind
• Permanently delete your account after 30 days

Wallet credits are accessible during the grace period but forfeited after final deletion.

8. Exceptional Circumstances

In rare and exceptional cases (e.g., serious coach misconduct, platform failure causing significant financial loss), we may offer refunds at our sole discretion.

Each case will be evaluated individually. Contact [email protected] with detailed information and evidence.

9. No Guarantees on Outcomes

10. Changes to This Policy

We reserve the right to modify this Refund & Cancellation Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of the platform after changes constitutes acceptance of the updated policy.

11. Contact Information

For questions about refunds, cancellations, or disputes:

Imfiy BV
Email: [email protected]
Address: Raamplein 1, 1016 XK Amsterdam, Netherlands
KVK: 67058094
VAT: NL856812419B01