Payments, Poofs, Cancellations & Refunds

• Granted through a programme or membership rather than bought individually.
• May renew daily, weekly, or monthly, depending on the plan.
• Do not roll over unless the plan explicitly says otherwise — an unused Poof expires at the end of its period.
• End when your access to the programme ends.
• Have no cash value.
• Are nontransferable, including between Providers and between accounts.

• Bought individually or in packages from a Provider.
• Restricted to the Provider and the call type shown at purchase.
• Expire on the displayed date and cannot be used afterwards.
• Have no cash value.
• Are nontransferable unless we expressly permit a transfer.

A Poof is reserved the moment a booking is created, so the same Poof cannot be double booked. A reserved Poof is shown separately from your available balance until the call happens or the booking is cancelled.

A reserved Poof is consumed when the call takes place, when a Client cancels inside the Provider's cancellation window, or when a Client does not attend. Consumption is recorded in your ledger with a timestamp.

When you have more than one usable Poof for a Provider, we spend them in this order:

• Included Poofs before purchased Poofs.
• Within each group, the Poof that expires soonest is used first.
• Poofs that cannot cover the booked call length are skipped.

If a Provider cancels or does not attend, the reserved Poof is returned to your balance with its original expiry. If a returned Poof would expire before you can reasonably rebook, contact legal@poofcall.com and we will look at extending it.

Cancelling outside the Provider's stated cancellation window returns the Poof to your balance. Cancelling inside that window normally consumes it. The window is shown before you confirm a booking and on the booking detail screen.

A call ends at its scheduled end time regardless of when you join. Arriving late shortens the call; it does not extend it and does not create a right to a replacement Poof.

If a Client does not attend, the Poof is consumed. If a Provider does not attend within a reasonable part of the scheduled time, the Poof is returned.

If a Poof outage prevents a call from happening, we return the Poof. Where a purchase can no longer be delivered at all because of a platform failure, we may issue a refund at our discretion.

Problems with your own device, browser, camera, microphone, or internet connection are not platform failures. Test your setup in the waiting room before the call starts.

Unless the law where you live says otherwise, purchases are final once Poofs are issued, because access is granted immediately. We will consider refunds for duplicate charges, undelivered packages, and platform failures. Send requests to legal@poofcall.com within [REFUND WINDOW PLACEHOLDER] of the charge.

Please contact us before raising a chargeback so we can resolve the issue directly. While a chargeback is open we may suspend the related Poofs, and if it is decided against you we may close the account and forfeit remaining balances.

Promotional Poofs may carry shorter expiry dates and extra conditions, cannot be refunded or exchanged for cash, and may be withdrawn if they were issued in error or obtained through abuse.

Poofs are tied to a specific Provider and cannot be moved to another. If a Provider leaves the platform with unused purchased Poofs outstanding, contact legal@poofcall.com; resolution depends on the Provider's arrangement with their clients and their settlement with Poof.

Subscriptions renew automatically at the stated price and interval until cancelled. Cancelling stops future renewals and keeps access until the end of the paid period. Included Poofs stop being granted when access ends, and unused included Poofs expire at that point.

Billing and credit questions: legal@poofcall.com.