Cancellations, Refunds, and Rescheduling

What happens when sessions are canceled, rescheduled, or affected by technical issues — and how refunds are calculated.

Key Terms

Before diving into the policies, it helps to understand a few terms used throughout this section.

Session: A scheduled 1:1 video call that has been booked through Vidor.
Start time: The system timestamp shown on the booking confirmation. This is the official time the session is scheduled to begin.
Total Paid: The full amount charged to the fan for a session, including the package price, platform fees, and any applicable taxes.
Delivered minutes: The minutes during which you are connected and available to conduct the session, as measured by platform connection logs.
Usable time: Time during which both audio and video meet minimum quality standards. If either falls below acceptable thresholds, that time may not count as usable.
Check-in window: The period before the scheduled start time when both parties should be in the app lobby and complete their device and network checks.

When a Fan Cancels

Fans can cancel a booked session at any time, but the refund they receive depends on how far in advance they cancel.

More Than 24 Hours Before Start

If a fan cancels within 24 hours of purchasing and at least 24 hours before the session is scheduled to start, they receive a full refund to their original payment method.

24 Hours or More Before Start (After the First 24 Hours of Purchase)

If a fan cancels 24 hours or more before the session start time (but outside the initial 24-hour purchase window), they receive a full refund to their original payment method.

Between 3–24 Hours Before Start

If a fan cancels less than 24 hours before the session is scheduled to start, but still more than 3 hours before, they receive a 75% refund to their original payment method.

Less Than 3 Hours Before Start

If a fan cancels less than 3 hours before the session is scheduled to start, they receive a 50% refund to their original payment method.

Less Than 1 Hour Before Start

If a fan cancels less than 1 hour before the session, no refund is issued, but a courtesy credit of 15% of the package price is added to their Vidor account.

Refund Summary

Timing	Refund
Within 24h of purchase AND 24h+ before session	100% to original payment method
24h+ before session (after first 24h of purchase)	100% to original payment method
3–24h before session	75% to original payment method
Less than 3h before session	50% to original payment method
Less than 1h before session	15% courtesy credit to Vidor account
Creator-initiated (any time)	100% to fan

When a Fan Reschedules

Fans may request to reschedule a session rather than cancel it outright. The outcome depends on timing.

24 Hours or More Before Start

Rescheduling is free if this is the fan's first reschedule for this booking (or within the month). Additional reschedules follow the fee structure below.

More Than 3 Hours Before Start

A 25% reschedule fee applies.

Less Than 3 Hours Before Start

At this point, the fan can still request a reschedule, but the request is sent to you for approval. You have one hour to respond. If you don't respond within that window, the request expires.

When You Cancel or Reschedule

If you cancel a session for any reason — including not showing up — the fan has the choice of a full refund to their original payment method or a free reschedule.

This policy exists to protect fans who have set aside time and money for a call with you. Repeated cancellations or no-shows may affect your standing on the platform.

Attendance and Late Arrivals

Both parties are expected to be in the app and ready before the scheduled start time. We recommend joining the lobby a few minutes early to complete any device or network checks.

If You Arrive Late

You have a 5-minute grace period after the scheduled start time. If you don't join within those 5 minutes, the system automatically issues a full refund to the fan.

If you arrive late but within the grace period, the session is pro-rated. The charge is calculated as:

Charge = Total Paid × (Delivered minutes ÷ Booked minutes)
The fan receives a refund for the difference.

There is also a minimum delivery requirement. If you join 1 to 5 minutes late, you should deliver at least the lesser of the remaining booked time from your actual join time, or 50% of the originally booked minutes. If this minimum is not met, the session is treated as a no-show and the fan receives a full refund.

If the Fan Arrives Late or Doesn't Show

If a fan arrives late or doesn't show up at all, you should stay available for the entire booked session. The fan has already paid in full, and you receive the full payment regardless of whether they join.

If Both Parties Are Late

The session clock begins at the booked start time, not when either party actually joins. The session ends at the originally scheduled end time. Neither party receives additional time.

If the Fan Leaves Early

You receive payment for the full booked duration. The only exception is if the fan leaves due to a technical issue on your end, in which case the session may be pro-rated.

Technical and Quality Issues

Vidor aims to charge fans only for time that is actually usable. If technical issues degrade the session, remedies may apply.

What Counts as Unusable Time

Time is considered unusable if audio or video quality falls below minimum standards. Specifically:

Any continuous period of 3 minutes or more without audible audio or visible video is considered unusable.
Aggregate disruptions of 30 seconds or more that total 20% or more of the booked session time are considered unusable.

For example, in a 20-minute session, 4 or more minutes of total disruption would trigger remedies — whether that occurs as one 4-minute blackout or multiple shorter ones.

Platform-Side Issues

If a Vidor service outage affects multiple users simultaneously:

If the session cannot start or complete, the fan chooses either a full refund or a free reschedule.
If quality is materially reduced (20% or more of the session is unusable), the fan can choose between a pro-rated refund based on usable time or a free reschedule.

Issues on Your End

If you experience problems with your device, network, or environment that affect the session, this is treated the same as lateness or absence. The fan is pro-rated for the lost minutes. If 20% or more of the session time is unusable due to issues on your end, the fan can choose between a pro-rated refund or a free reschedule.

Issues on the Fan's End

If the fan experiences technical problems on their end, the outcome depends on whether they completed the pre-call device check.

If the fan completed the device check and issues still prevented use, we offer one courtesy reschedule per booking at no cost.
If the fan did not complete the device check, no refund is issued. This is treated the same as a late arrival or no-show on the fan's part.

How Disputes Are Resolved

Vidor collects real-time metrics during sessions, including timestamps, bitrate, packet loss, and round-trip time. Either party can flag quality issues during or immediately after the session.

When a dispute arises, the platform reviews these metrics against objective thresholds. Disputes are resolved based on this Quality Verification Data, not on subjective claims alone. This approach ensures fairness for both creators and fans.

Buffer Time Between Sessions

To protect session quality and allow for minor overruns, the platform enforces a minimum buffer between your sessions. We recommend building in at least 10 minutes between calls so you have time to wrap up, take a break, and prepare for your next fan.

This buffer is enforced automatically when fans book sessions — they will not be able to book a time slot that conflicts with your buffer settings.

If you have questions about a specific refund or dispute, contact support. For guidance on setting expectations with fans and minimizing cancellations, see the Best Practices chapter.