This policy explains how catch-up bookings can be changed, what happens when a Friend or Customer is unable to attend, and when a refund may apply. By booking a catch-up through Hey Ruth, you agree to this policy.

Rescheduling

Customers may reschedule a catch-up once, provided the request is made more than 24 hours before the scheduled time.

Once a catch-up has been rescheduled, it cannot be rescheduled again. If the Customer is unable to attend the rescheduled time, the booking will be forfeited with no refund.

Refunds are not provided for rescheduled bookings.

Late Changes (Within 24 Hours)

Within 24 hours of a scheduled catch-up, changes are not available. By this point, your Friend has set aside time for your conversation and the booking will proceed as planned.

No-Shows

If a Customer does not attend a scheduled catch-up, the booking will be treated as a no-show. No refund or reschedule will be provided.

Friend Unavailability

If a Friend is unable to attend a scheduled catch-up, Hey Ruth will work with the Customer to reschedule at a suitable time. Where possible, the reschedule will be with the same Friend. If that is not possible, an alternative Friend may be offered.

If a Friend cancels within 24 hours of a scheduled catch-up, the Customer may choose to reschedule or receive a full refund to their original payment method.

If a Friend cancels with more than 24 hours notice and no suitable reschedule can be agreed, a credit will be applied to the Customer’s account for use toward a future booking.

Technical Issues

Hey Ruth facilitates catch-ups using third-party tools including Zoom, Calendly, and Stripe. Where a failure in any of these services, or in Hey Ruth’s own systems, prevents a catch-up from taking place or interrupts a catch-up in progress, Hey Ruth will arrange a reschedule at a time agreed with the Customer.

Hey Ruth is not responsible for issues arising from a Customer’s device, internet connection, or local setup. In these circumstances, standard booking conditions apply and no reschedule or refund will be provided.

Conduct

If a catch-up ends early or cannot proceed due to behaviour that breaches the Terms & Conditions or Code of Conduct, the booking will be forfeited. No refund or reschedule will be provided, and access to the Platform may be suspended or removed.

Refunds

Refunds are not provided as a standard outcome. A refund to the original payment method will be issued only in the following circumstances:

• A Friend cancels within 24 hours and the Customer does not wish to reschedule.
• A failure in the Hey Ruth Platform or its third-party tools prevents the catch-up and no suitable reschedule can be agreed.

In all other situations, including Customer cancellations, no-shows, and late changes, refunds are not available.

Your Consumer Rights

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law or other applicable consumer protection legislation.

Contact

If you have a question about this policy or your booking, please get in touch through the Contact Us page on the Hey Ruth Platform.