Cancellation & refunds

The 5 minutes is measured back from the time the session was due to start, not from when you booked it. When you book, the page tells you the exact date and time that cut-off falls on.

Open the session from your Connect or Spaces tab and use the cancel control on its page. You are shown what the refund will be before you confirm, and the refund is started straight away — there is no form to fill in and nothing to ask us for.

A session that has already started cannot be cancelled. If something went wrong during it, report it instead — see below.

• Always to the original payment method. The card, UPI ID or bank account the money came from. We do not issue credits, vouchers or a platform balance.
• Normally 5 to 7 working days from when the refund is issued, and up to 10 with some banks. The time is your bank’s, not ours — we release it immediately.
• You are emailed when it has actually arrived, not when we asked for it. If a refund fails on its way back, we are told, and we chase it — you do not have to.
• Partial refunds are possible. Where only part comes back, you are told the amount and what happened to the rest.

If you attended and did not get what you paid for, you can report it from the session’s own page. You have 5 minutes after a Connect’s scheduled end, and 5 minutes after a Space’s — which is exactly as long as we are still holding the money.

• Say what went wrong in your own words. You do not name an amount; how much comes back is our decision.
• Reporting freezes the money for that seat until somebody here has looked at it. There is no deadline on us that could make it lapse in the Luminary’s favour.
• A report can end in a full refund, part of one, or nothing. Either way you are emailed the outcome and the reason for it, in writing.
• One open report per booking. A second complaint about the same session is the same complaint.
• Once a payout has been approved there is nothing left to freeze, so the control disappears. Write to us instead and we will look at it.

Only the person who paid can report a session, and it can only be reported after it has happened. Before that, the thing to do is cancel — which has the published price above.

• A session we could not deliver. If a fault on our side stops a session happening, you are refunded in full.
• A Space that never ran. Every seat is refunded in full, automatically.
• A payment that arrived too late. If your payment reaches us after the seat was released, it bought nothing and all of it comes back, without you asking.
• Not turning up. If you miss a session the Luminary was present for, there is no refund. If the Luminary missed it, there is a full one.

Write to us — our address, phone number and email are on Contact us, along with our Grievance Officer. This policy forms part of our terms and conditions.