When you are entitled to a refund
- The provider cancelled, did not attend, or could not deliver what was listed.
- You cancelled within a window that entitles you to a refund — see the Cancellation Policy.
- The service delivered was materially different from the listing.
- You were charged twice for the same booking, or a payment was applied in error.
- A booking expired because the provider never confirmed.
When a refund is not due
- You did not attend and did not tell anyone.
- You cancelled inside the no-refund window of 24 hours.
- The service was delivered as described but did not meet a personal expectation that was not part of the listing.
- The booking ended early because of unlawful, unsafe or abusive behaviour on your side.
- You paid someone directly instead of through Congif. We cannot refund money that never reached the platform.
How to request one
Open the booking, choose Request refund and tell us what happened. Attach anything that helps — screenshots from the booking conversation are usually the strongest evidence. Our team reviews every request individually.
Timing
Most refund decisions are made within 24 hours and always within 5 business days. Approved refunds land in your Congif wallet immediately. Withdrawals from the wallet to a crypto address are reviewed and normally sent within 24 hours.
Partial refunds
Where part of a service was delivered, we may approve a proportionate refund. We will explain the calculation in writing.
If we decline
You will receive a written reason. You may reply once with new evidence and a different reviewer will look at it. After that, the Dispute Policy applies.
Chargebacks
Because payments are made in cryptocurrency there is no chargeback mechanism. That is exactly why every payment is reviewed manually, why funds are held by the platform, and why you should never pay anyone directly.