Refund & Cancellation Policy

1. Current payment status

ComePlay runs in Stripe test mode. A test booking has no cash value and cannot create a real charge, creator earning, payout, or cash refund. The paid-booking rules below are the US launch defaults. They take effect only after ComePlay enables live payments and completes the remaining cash-reconciliation and release gates. The product already applies the cancellation schedule to eligible test bookings.

This Policy is part of the Member Terms and Creator Terms. Before any live charge, the final order review should state the rule that applies.

2. Standard Member cancellation schedule

• At least 24 hours before the scheduled start: full refund of the session price and separately charged taxes.
• From 24 hours until two hours before the scheduled start: 50% refund. The retained 50% is allocated between Creator and ComePlay under the normal 80/20 split.
• Less than two hours before start: ordinarily no refund, subject to the exceptions below and nonwaivable law.

ComePlay measures timing from its recorded cancellation time against the booking's absolute scheduled timestamp, not a participant's device clock. A cancellation takes effect only when the product records it; a Discord message to the other participant does not cancel a booking.

ComePlay does not currently offer an in-place reschedule control. To choose another time, cancel through the supported booking control and create a new booking. The schedule above applies to the original booking.

3. Creator cancellation or no-show

If the Creator cancels, does not enter the supported session space within the ten-minute grace period, or cannot deliver the booked service for a Creator-controlled reason, the Member receives a full refund. The Creator allocation is zero, and a previously transferred amount may be recovered.

A Creator may invite the Member to make a new booking at another time, but the original booking is still cancelled and refunded under this section. A message or proposed time does not create a new booking or move the original one.

4. Member no-show or lateness

A Member is a no-show when the Member has not entered the supported session space or used the applicable check-in control within ten minutes after the scheduled start and has not reported a platform-controlled access problem. A Member no-show is ordinarily not refundable.

Arriving late does not extend the scheduled end time. A Creator may continue for the remaining time but must not pressure the Member to purchase an extension or pay elsewhere.

5. Platform, provider, and connection failures

A full refund applies when ComePlay fails to create or grant access to the supported session space and the session cannot reasonably proceed. A material Discord, Stripe, or ComePlay outage that prevents both participants from using the supported path also qualifies.

A participant-controlled device, game, account, internet, audio, or video problem does not automatically qualify. ComePlay may grant a full or proportional refund when reliable evidence shows the problem prevented a material portion of the booked service despite reasonable troubleshooting. If both participants voluntarily use an unsupported path, ComePlay has less evidence to review.

6. Materially short or different service

A Member may request review when a Creator materially shortened the session, substituted a materially different service, or failed to provide a central feature stated in the booking. A poor game result, ordinary disagreement, personality mismatch, or dissatisfaction with a subjective outcome is not by itself non-delivery.

A completed session is otherwise nonrefundable. The exceptions are a verified material technical failure, material non-delivery, or Creator misconduct connected to the session, plus rights that applicable law does not permit ComePlay to waive.

ComePlay may issue a proportional refund based on the supported service actually delivered or a full refund for material non-delivery. Operational signals are context; no check-in, presence, or completion click automatically decides the case.

7. Request and review window

Submit a service or payment issue as soon as practical and ordinarily within 72 hours after the scheduled end. Reports of unauthorized recording or publication of session content are not subject to this window: they remain available indefinitely and are handled under the Safety policy regardless of any financial-remedy deadline. Use the Help page. The Discord "Report an issue" button flags the booking for owner attention but is not by itself a refund request; follow the instructions on the Help page.

Include the booking, issue category, relevant timestamps, requested outcome, and a concise factual description. Submit only relevant, lawfully obtained evidence. ComePlay may ask both participants for information, preserve the affected allocation, and decide the refund and creator allocation separately from any safety sanction.

8. Safety cases

If a session involves harassment, sexual conduct, a suspected minor, threats, coercion, stalking, doxxing, or retaliation, leave first and use the safety-report path described on the Safety Policy. A safety report may preserve the payment while facts are reviewed. It does not automatically establish guilt or determine a refund.

9. Refund method and timing

Approved refunds return to the original payment method through Stripe. ComePlay does not issue a cash, crypto, gift-card, or off-platform replacement. ComePlay aims to submit an approved refund within five business days after the decision. The bank or card network may take another five to ten business days or longer to display it, and ComePlay does not control that posting time.

Required taxes are refunded in proportion to the taxable amount when supported by the tax and payment system. ComePlay does not separately deduct ordinary processor fees from the Member's approved refund unless a nonrefundable amount was clearly disclosed and applicable law permits it.

10. Chargebacks, duplicates, and unauthorized charges

Report a duplicate, incorrect, or unauthorized charge through Help promptly. You keep every right your card issuer and the law provide. Stripe and the issuer—not ComePlay—make final network dispute decisions. ComePlay will not pressure anyone to withdraw a good-faith dispute.

Knowingly using a false chargeback, altered evidence, or another person's payment method may lead to account restrictions and recovery of amounts lawfully owed. Losing a refund or card dispute does not by itself prove abuse.

11. Appeals and legal rights

A participant may request one review of a ComePlay refund allocation within seven days after the decision by identifying a material error or new relevant information. A different reviewer should be used when reasonably available. This internal review does not limit card, small-claims, arbitration, regulatory, or statutory rights that cannot be waived. Submit the review through the authenticated private intake with the booking and decision references.

Questions, reports, or requests

Start at the ComePlay Help page. The current Discord session button creates a private owner-attention flag; it is not an emergency line or a complete legal, privacy, copyright, or payment claim by itself. Never put identity documents, card details, intimate media, or illegal content in Discord.