wayfind.
Get started

Last updated: 20 April 2026

Refund Policy

We want every Customer to feel good about supporting a local Host. If something goes wrong, this policy explains when you can get your money back. It sits alongside, and does not replace, your statutory rights under UK consumer law.

1. The 14-day window

You can request a refund for any paid chat within 14 days of the payment date. After 14 days the payment is considered settled and the Host's earnings are released for payout. Requests received after the window are reviewed at our discretion and only granted in exceptional circumstances.

2. What's eligible

You're eligible for a full refund if any of the following applies:

  • No response from the Host. The Host has not sent a meaningful reply within 48 hours of your first message. Auto-replies and one-line acknowledgements don't count.
  • Community guideline breach. The Host behaved in a way that breaks our Community Guidelines — for example harassment, discrimination, soliciting payments off-platform, or trying to arrange in-person meet-ups.
  • Good-faith dissatisfaction. You engaged with the Host in good faith but the help you received wasn't useful or accurate. We review these case-by-case and usually side with the Customer the first time it happens.

3. What's not eligible

  • You changed your mind after receiving substantive local advice.
  • You didn't message the Host during the 14-day window.
  • The trip was cancelled for reasons unrelated to the Host (weather, flights, personal plans).
  • Repeated refund requests across multiple Hosts that suggest misuse of the policy.

4. How to request a refund

  1. Open the chat with the Host and tap Report a problem, or email support@wayfind.app from the address on your account.
  2. Tell us which of the eligibility reasons applies and include any relevant context. Screenshots help but aren't required — we can see the chat history.
  3. We aim to respond within 2 working days. Most decisions are made within 5 working days.
  4. Approved refunds are returned to your original payment method. Banks typically take 5–10 working days to show the credit.

5. Effect on the Host

When a refund is approved, the corresponding amount is reversed from the Host's earnings. We don't penalise Hosts for one-off good-faith refunds, but repeated valid complaints can lead to suspension under the Host Agreement.

6. Chargebacks

Please contact us before raising a chargeback with your bank. Most issues can be resolved faster directly, and unjustified chargebacks may result in your account being suspended while the dispute is investigated.

7. Your statutory rights

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

8. Contact

Questions? Email support@wayfind.app.

Starting draft. Have a UK consumer-law solicitor review before launch.