When charges begin
Session charges begin only when the expert presses Start Session. Time spent waiting, in the lobby, or on hold before the expert starts the session is not billed.
Overage charges
Each session includes a set number of minutes. Overage charges apply only after those included minutes are exceeded. The app shows a clear warning before overage begins.
When refunds may be available
- Verified billing errors or duplicate charges.
- Technical failures that prevented the session from taking place.
- Disputes reviewed and approved by a HANDiY admin.
Completed sessions
Completed sessions are not automatically refundable. If you believe a session was not delivered as expected you can request an admin review from the session details screen.
Final authority
HANDiY admin staff have final authority over refund decisions. Approved refunds are issued back to the original payment method through Stripe.