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Cancellations & Refunds

Cancellations

Can I cancel my request?

We understand things change and you may want to cancel your request. 

If you haven’t awarded your request to an Expert, you can cancel your request via the following steps:

  1. Go to ‘Get Expert Advice’ on the left hand side of your Lisnic Dashboard
  2. Click ‘View All My Requests’ 
  3. Select the request you would like to cancel under the tab ‘Open Requests’. 
  4. Click ‘Go to request’ 
  5. Find the Request Settings option at the top right of the screen 
  6. Select “Cancel Request”.

If you have awarded a request to an Expert, you can cancel your request by contacting our Customer Support Team.

If you were not happy with your session, you can also contact our Customer Support Team.

My Expert is not responding to my messages, what can I do?

Give your Expert at least 48 hours to respond to your messages. If they still don’t get back to you, you can tell your Expert via private messaging that you’ll be lodging a cancellation request.

If you are having issues with this, you can contact our Customer Support Team.

What happens if a request gets cancelled?

A Business Advisee has the right to cancel a request prior to a session being booked in. In the event a session is cancelled, it will not impact the Expert’s completion rate. However, if a Business Advisee continues to cancel multiple requests, this may result in their account being deactivated.

In the event an Expert needs to cancel a request, it will impact their completion rate. 

Once a request cancellation has been approved, the Business Advisee will receive a full refund of the money held in Lisnic Pay.

Can I withdraw my cancellation request?

You currently cannot withdraw your cancellation request. If you want to continue with your request, you will need to get in contact with our Customer Support Team.

Refunds

What happens to my funds when the request gets cancelled?

If your request is cancelled, your funds will be refunded in Stripe. Funds will take between 5 to 10 business days to appear on your card.

I’m an Expert, how do I cancel my offer?

We understand that things can happen that are out of your control and you may need to withdraw your offer for a request or withdraw from a request you have been awarded. 

We’re here to help.

If you need to cancel your offer on a request, you will need to contact our Customer Support Team. 

What’s this first date guarantee? 

Much like dating, your first session with your Expert might not go the way you were hoping. Don’t worry, we’ve got your back. Unlike dating, we offer you a First Date Guarantee. If you aren’t satisfied with your first session, it’s on us.

If you aren’t happy with one of your sessions down the track, your payment in escrow may be refunded to your card within 5 to 10 business days (per the discretion of Lisnic).

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