Cancel and
refunds

I need to cancel. What comes back?

It depends on the notice the companion gets, because notice decides whether they can fill that slot. 48 hours or more before the start: 100% back. 24 hours or more but under 48: 75% back. 2 hours or more but under 24: 50% back. Under 2 hours, or a no-show: the companion’s rate is not refunded.

Our service fee comes back in full at every step, the no-show included.

See also: Refund policy

The companion cancelled.

Everything comes back, our fee included, automatically. A companion cancelling, at any time, for any reason, never goes through the ladder.

The companion declined, or never answered.

Nothing was charged. A request only places a hold on your card; declining releases it, and a request with no answer for 24 hours expires on its own.

Something wasn’t right. How do I report it?

From your dashboard, tap “Something wasn’t right?” on the booking, from when it ends until 24 hours after. The payment waits. The companion is told and can give their side within 24 hours, and a person reads both sides with the booking chat and both check-ins.

The decision is a refund of 100%, 75%, 50%, 25%, or none: that share of the companion’s rate and the same share of our fee. The booking page on Rentadeto is the record: its chat, both check-ins and any report. Refunds and payouts are decided from it. We can’t see another app, so what happened there counts only as far as the booking chat or a report shows it.

See also: Appeal a decision

What is not refunded?

Things that were not agreed in the booking chat beforehand: how someone looks, their skill level, the result of a game, or a personal preference. A booking buys the companion’s time and the activity you booked.

The exception is a booking that was not as described: a companion who does not offer the game, the language or the activity you booked is refunded, as a report decides.

One of us ended early.

If you end it, the companion is paid in full. If the companion ends it for an emergency or illness, they are paid for the time you had together, counted in started 15-minute blocks, and the rest comes back to you with the same share of our fee. An emergency exit counts as the companion's one in 90 days when it pays the companion for the time together; a second one in 90 days goes to a person. If the companion ends it because they felt unsafe or you broke the rules, a report opens and a person looks before any money moves.

How does a refund arrive?

In Canadian dollars, to the card you paid with, through our payment processor. How long it takes to show depends on your bank. We never ask for gift cards, e-transfers or any payment outside Rentadeto.

If you plan to dispute a charge with your bank, tell us first at hello@rentadeto.com; a person answers.