Step 1 — Talk to the other party
Most problems are resolved in the booking conversation within a few hours. Keep it in writing on Congif so there is a record.
Step 2 — Open a case
If that does not work, open the booking and choose Request refund or contact us and select “Booking cancellation” or “Report an issue”. Do this within 48 hours of the booking date where possible. Tell us what you expected, what happened, and what outcome you are asking for.
Step 3 — Review
A case handler reads the listing, the booking record, the payment record and the full conversation, and asks both sides for anything missing. Both parties are given a fair opportunity to respond. Money involved in the dispute is held by the platform while the case is open.
Step 4 — Decision
We aim to decide within 5 business days and always explain the reason in writing. Possible outcomes: full refund, partial refund, release to the provider, a credit to your wallet, or a re-booking with another provider.
Step 5 — Review of the decision
You may ask for one review if you have evidence that was not considered. A different, more senior handler looks at it. That decision is final within the platform.
Evidence that helps
- The conversation on Congif — this is the single most useful record.
- Photos or video with timestamps.
- The listing as it was at the time of booking (we keep our own copy).
- Third-party documents such as a cancelled flight or a medical note.
What weakens a case
- Arrangements agreed off-platform, which we cannot see or verify.
- Payments made directly to an individual, which we cannot recover.
- Reports made weeks after the event.
Providers
Providers may open a case for non-payment, abusive behaviour, damage, or a member who does not attend. Provider payouts may be held while a case is open, and are released promptly when the case closes in their favour.
Outside the platform
Nothing in this policy removes any legal rights you have where you live, including your right to take a matter to a consumer body or a court.