Refund & Cancellation Policy
Last Updated: September 7, 2026
This Refund & Cancellation Policy (“Policy”) governs payments, cancellations, refunds, session access, and booking disputes made through Cry-Fi (“Cry-Fi”, “Platform”, “we”, “our”, or “us”).
This Policy should be read together with Cry-Fi’s Terms & Conditions, Booking Terms, Listener Agreement, Safety & Reporting Policy, and other applicable policies.
1. General Policy
Payments made through Cry-Fi are generally final unless a refund, cancellation, credit, or other resolution is expressly available under this Policy or applicable law.
Cry-Fi may:
Review booking disputes
Investigate reported technical issues
Review participant conduct
Examine available booking, payment, session, and technical records
Request supporting information or evidence
Approve or deny refund requests
Provide full or partial refunds, credits, or other appropriate resolutions where justified
Refund decisions are made based on the circumstances, available information, applicable Cry-Fi policies, and applicable law.
2. Potentially Eligible Refund Cases
A refund may be considered in circumstances including:
a. Listener No-Show
A refund may be issued or considered if:
The Listener fails to attend a confirmed session
The Listener does not join the scheduled online session without a valid reason
The Listener fails to provide the booked service
For online sessions, Cry-Fi may review available booking records, meeting access information, join/leave information, timestamps, session status, and other relevant technical information to assess attendance.
b. Listener Misconduct
A refund may be considered if the Listener:
Engages in abusive or threatening behavior
Harasses the Support Seeker
Engages in prohibited sexual conduct
Acts fraudulently
Materially violates Cry-Fi policies
Materially fails to provide the booked service
Supporting information or evidence may be requested.
c. Cry-Fi Technical Failure
A refund may be considered where a verified Cry-Fi platform failure materially prevents the Support Seeker and Listener from accessing or conducting an online session.
Examples may include:
Failure of the Cry-Fi booking or session system
Failure to generate or provide required session access
Platform errors preventing authorized session access
A verified Cry-Fi system failure that materially prevents delivery of the booked service
Cry-Fi may review available technical logs and other relevant information before determining eligibility.
d. Significant Session Disruption
A refund may be considered where a verified Cry-Fi-related or Listener-related issue materially prevents the session from being delivered for a substantial portion of the booked duration.
Minor interruptions, temporary connectivity problems, or brief disruptions do not automatically qualify for a refund.
3. Generally Non-Refundable Cases
Refunds generally will not be provided for:
Support Seeker no-shows
Support Seeker arriving late
Support Seeker voluntarily leaving a session without a qualifying platform-related reason
Change of mind after booking
Personal dissatisfaction without a policy violation or material service failure
Subjective dissatisfaction with the conversation
Failure to use the provided meeting access correctly
Device, browser, microphone, camera, or internet problems originating from the Support Seeker
Failure to maintain a suitable internet connection
Joining late and therefore receiving less than the full scheduled duration
Failure to provide reasonably requested information or evidence
Abuse or misconduct committed by the Support Seeker
Off-platform arrangements made independently by participants
Circumstances outside Cry-Fi’s reasonable control
These circumstances do not prevent Cry-Fi from considering an exception where required by applicable law or where exceptional circumstances justify another resolution.
4. Gender Preference & Compatibility Mismatch
A Listener may specify a Gender Preference for a particular service. This preference is displayed as part of the service information and is intended to communicate the Listener’s compatibility preference before booking.
Support Seekers are expected to review the applicable service information, including any displayed Gender Preference, before booking.
Because bookings are processed through the Platform based on the selected service, a Listener does not manually accept or reject each individual booking.
If a participant who does not fall within the stated Gender Preference connects to the session:
The Listener may politely end the session if they are genuinely uncomfortable continuing; or
The Listener may continue the session if they are comfortable doing so.
A gender compatibility mismatch by itself does not create an automatic entitlement to a refund, compensation, payment reversal, or other special financial consequence.
Cry-Fi may review the circumstances if a dispute is submitted, particularly where the matter also involves alleged harassment, abuse, threats, sexual misconduct, fraud, misleading service information, or another policy violation.
A gender preference does not permit harassment, humiliation, insults, threats, abuse, or discriminatory misconduct.
5. Online Video Sessions
For online Video Sessions, meeting access may be provided through the Support Seeker’s and Listener’s applicable Booking Details or session interface.
Participants are responsible for:
Joining through the provided meeting access
Using a compatible device and browser
Maintaining a suitable internet connection
Allowing required microphone and camera permissions where applicable
Joining at the scheduled time
Participants generally do not need to exchange personal contact information solely to access an online Cry-Fi Video Session.
6. Scheduled Session Time & Automatic Expiry
Online sessions operate according to the booking’s scheduled start and end time.
The session may include an on-screen timer showing the remaining session duration.
At the scheduled end time:
The session may expire automatically
Participants may be removed from the meeting
Meeting access may become unavailable
The session does not automatically extend because a participant joined late
Participants are responsible for joining on time.
Any additional session time must be booked separately where available.
7. Late Arrival
If a participant joins after the scheduled start time, the original booking end time generally remains unchanged.
For example, if a session is scheduled from 6:00 PM to 6:30 PM and a participant joins at 6:10 PM, the session may still expire at 6:30 PM.
Late arrival by a Support Seeker generally does not create an entitlement to:
Additional session time
Automatic extension
Refund
Rescheduling
An exception may be considered where the delay was caused by a verified Cry-Fi platform failure.
8. Support Seeker Abuse & Session Termination
If a Support Seeker engages in:
Harassment
Threats
Abuse
Sexual misconduct
Coercion
Fraud
Other prohibited conduct
the Listener may end the session where appropriate.
Cry-Fi may also terminate or restrict the session or account.
Where the Support Seeker caused the termination through prohibited conduct:
A refund will generally not be provided
The Listener may remain eligible for applicable payment
Cry-Fi may take additional enforcement action
Nothing in this section prevents Cry-Fi from making a different determination where required by applicable law or exceptional circumstances.
9. Listener Abuse & Session Termination
If a Listener engages in:
Abuse
Harassment
Sexual misconduct
Fraud
Threats
Manipulation
Other prohibited conduct
the Support Seeker may end the session and submit a report.
Cry-Fi may investigate the matter and may issue a full or partial refund where appropriate.
Additional enforcement action may also be taken against the Listener.
10. Sexual Misconduct Disputes
Cry-Fi maintains a strict prohibition against sexual or sexually inappropriate conduct.
Where a report involves prohibited sexual conduct:
The session may be terminated immediately
Accounts may be restricted or suspended
Relevant available information may be preserved
Cry-Fi may investigate the matter
A refund may be issued where appropriate
Knowingly submitting fabricated evidence or deliberately false allegations may result in account enforcement.
A report or allegation does not by itself establish that misconduct occurred.
11. Technical & Connectivity Issues
Cry-Fi distinguishes between Platform-related failures and participant-side technical problems.
Cry-Fi-related issues
A refund may be considered where a verified Cry-Fi system failure materially prevents session access or delivery.
Participant-side issues
Refunds generally will not be provided for problems such as:
Poor internet connection
Device failure
Browser problems
Microphone or camera issues
Unsupported device configuration
Failure to grant required permissions
Participant-side network restrictions
Cry-Fi may review available technical information where a dispute is raised.
12. Offline Session Refunds
Offline sessions may have limited technical verification because Cry-Fi does not directly supervise physical meetings.
Refunds may be considered where:
The Listener failed to provide the booked service
A serious Cry-Fi policy violation occurred
Credible supporting information is available
The circumstances otherwise justify a refund under this Policy
Cry-Fi cannot guarantee the outcome of disputes involving events that cannot reasonably be verified through available information.
13. Proof & Evidence
Cry-Fi may review available information, including:
Booking records
Payment records
Session status
Scheduled start and end times
Meeting access information
Participant join/leave information
System timestamps
Technical logs
Screenshots
Chat records
Support communications
Participant statements
Other relevant technical or documentary information
Participants may be asked to provide additional information or evidence reasonably necessary to assess a dispute.
Providing fabricated, manipulated, or knowingly misleading evidence is prohibited.
Participants should not secretly record or capture sessions in violation of applicable law or Cry-Fi policies.
14. Cancellation Policy
a. Support Seeker Cancellation
Support Seekers may cancel bookings subject to the cancellation conditions applicable to the booking.
Refund eligibility may depend on:
Time of cancellation
Booking status
Whether the session has started
Applicable cancellation conditions
Other relevant circumstances
Late cancellations may not qualify for a refund.
b. Listener Cancellation
If a Listener cancels a confirmed booking before the session:
The Support Seeker may be offered rescheduling where available; or
The Support Seeker may be eligible for a refund.
Listener cancellations may also affect the Listener’s eligibility for payment and may be considered for platform enforcement where repeated or unjustified cancellations occur.
c. Cancellation After Session Start
Once a session has started, cancellation does not automatically create a refund entitlement.
Any refund request will be reviewed according to the circumstances of the session and the portion of the service successfully delivered.
15. Chargebacks & Payment Abuse
Users must not initiate fraudulent or abusive payment disputes or chargebacks.
Cry-Fi may:
Contest disputed transactions
Restrict accounts
Suspend Platform access
Investigate suspected payment abuse
Preserve relevant information
Pursue lawful recovery where applicable
A legitimate chargeback or payment dispute will not, by itself, be treated as misconduct.
16. Refund Processing
Approved refunds are generally returned through the applicable payment method or payment provider.
Processing times may vary depending on:
Payment provider
Banking system
Payment method
Transaction status
Cry-Fi is not responsible for delays caused solely by third-party payment processors or banking systems.
17. Partial Refunds & Platform Credits
Depending on the circumstances, Cry-Fi may provide:
Full refunds
Partial refunds
Platform credits
Other appropriate resolutions
The resolution may depend on:
The portion of the service successfully delivered
The severity of the issue
Available evidence
The circumstances of the dispute
Applicable Cry-Fi policies
Applicable law
A platform credit is not guaranteed and may be offered only where Cry-Fi considers it appropriate.
18. Listener Earnings During Refund or Dispute Review
Where a booking is subject to refund, dispute, fraud, safety, or policy review, Cry-Fi may temporarily delay or hold the associated Listener payout where permitted by applicable arrangements and law.
If a refund or payment adjustment is approved, the Listener’s earnings may be adjusted accordingly.
A gender compatibility mismatch alone does not automatically require withholding, reversing, or otherwise changing the Listener’s payment.
19. Refund Requests & Review
Users requesting a refund may be asked to provide information reasonably necessary to assess the request.
Cry-Fi may consider:
Platform records
Payment information
Technical information
Participant statements
Available evidence
Booking information
Applicable policies
The circumstances surrounding the booking
Cry-Fi may request clarification from the relevant participants where appropriate.
Users should submit refund requests as soon as reasonably practicable after the relevant incident.
20. Final Review
Cry-Fi will make a reasonable determination based on the information available at the time of review.
Depending on the circumstances, Cry-Fi may determine that:
A full refund is appropriate
A partial refund is appropriate
A platform credit is appropriate
No refund is appropriate
Another resolution is appropriate
Additional investigation or review is required
Nothing in this Policy limits any rights or remedies that cannot legally be waived under applicable law.
21. Policy Changes
Cry-Fi may modify this Policy from time to time.
Updates may apply to future bookings and transactions.
Where required by applicable law, users will be provided with appropriate notice regarding material changes.
22. Contact
General matters:
hello@cry-fi.com
Support and refund assistance:
support@cry-fi.com
Safety, misconduct, or urgent complaints:
safety@cry-fi.com