The full policy
This page is the plain-English version. The binding terms — what’s refundable, what isn’t, and your rights under consumer law — live in Refunds & Cancellations; always defer to that page if anything here seems to disagree with it.
Payments are still in testing
Saathum uses 100 Tokens = $1 as an internal accounting anchor. Checkout may be shown in local currency using a server-owned FX quote. The quote and payment snapshot are immutable. If a refund or reversal is approved, it uses the exact token amount in that snapshot, not a later FX rate; see Refunds & Cancellations §2.
Creator no-show
If you book and pay for a live show or a 1:1 session and the creator never turns up, the system checks who was actually connected once the booking’s scheduled time has passed. If there’s no sign the creator ever joined, your booking is cancelled as a creator no-show and your tokens (including any tax charged) are automatically returned to your balance or refunded. If the evidence is unclear either way, it’s held for a person to review rather than resolved automatically — you don’t need to do anything, but you can also email us to flag it.
Cancelling your own booking
Each listing shows its cancellation terms at checkout. Cancel before the deadline shown and you’re refunded; cancel after it, or don’t turn up, and the booking is usually not refunded.
Buyer no-show
This runs the other way: if the creator showed up and was ready but you weren’t, the booking is treated as delivered on the creator’s side, and the creator is paid as normal. This is deliberate — a creator who kept their side of the booking shouldn’t lose out because the buyer didn’t attend.
Show cancelled, or never started at all
If a creator (or an admin) takes down a listing while there are still open, unattended bookings against it, everyone holding one of those bookings is refunded, or their booking is held for a person to review, before the listing is taken down. Separately, if a show or session simply never happens — nobody ever opens the room, and its scheduled time passes — that booking is treated the same way as a creator no-show and refunded once the window has passed, even if no one manually cancelled it.
App-store purchases (Google Play / Apple)
If you topped up tokens or bought a subscription inside the Android or iOS app, the payment went to the app store, not to Saathum — refunds for those follow Google Play’s or Apple’s own process and timelines, and we can’t reverse a store charge on your behalf. If the store approves a refund, we may adjust your token balance by the exact amount recorded in the immutable payment snapshot; if those tokens were already spent, your account may need the position corrected. See Refunds & Cancellations §4.
Chargebacks
If you think a charge is wrong, contact us first — it’s faster than a chargeback, and an open chargeback can restrict your account while it’s being resolved. See Refunds & Cancellations §8 for what a dispute against your account can mean for it.
How to raise a billing issue
Email [email protected] from the address on your account with your Saathum handle, the date and local-currency amount of the charge, the token amount if shown, how you paid, and the order or booking reference if you have one. We’ll look into it — see Refunds & Cancellations §10 for the full list of what to include.
