Payment & Refund Policy

Payment is collected when a booking is confirmed, for the consultation duration selected at the time of booking.

All payments are processed securely through Stripe, our third-party payment processor. Accepted methods include major credit and debit cards and any additional payment methods supported by Stripe. Payment details are encrypted and handled by Stripe; SynergyXpert does not store raw payment details.

The Client's Consultation Fee is the Expert's consultation rate as displayed on their profile. The total amount, including any applicable taxes and fees, is shown transparently before the booking is confirmed.

The Client is billed for the scheduled consultation duration, not the actual length of the call. A consultation is considered commenced once it has exceeded seven (7) minutes. Once commenced, the full scheduled Consultation Fee is payable, and no refund is issued solely because the consultation ends earlier than the booked duration.

There is no mid-call extension or overage billing. If more time is needed, a new consultation must be booked and paid for separately.

Clients are responsible for any taxes applicable in their jurisdiction unless otherwise specified. Payment processing and currency conversion fees applied by third-party providers (such as Stripe) are shown during payment processing and are the responsibility of the payer.

Client payments are collected before the scheduled consultation and held securely in escrow by SynergyXpert.

If the consultation is cancelled or terminated before it has commenced (within the first seven (7) minutes), the Client receives a full refund and the Expert receives no payment.

If the consultation commences, the funds remain payable under the scheduled booking and are released to the Expert after completion, once the payout hold period described in Section 5 has expired without a dispute.

Refunds are only available in the following circumstances:

a. Consultation cancelled or terminated before it commences. If a consultation ends before seven (7) minutes have elapsed (for example, it fails to connect, drops, or is cut short), the Client receives a full refund and the Expert receives no payment.

b. Expert cancellation or no-show. If the Expert cancels a confirmed consultation or fails to attend, the Client is not charged, receives a full refund of any amount paid, and may reschedule the session.

c. Platform or technical issues. If SynergyXpert determines that a consultation could not reasonably proceed due to a technical issue within the platform, an appropriate refund or rescheduling option may be offered.

d. Valid disputes. Refunds or payment adjustments may be made where SynergyXpert upholds a dispute under Section 5.

Charges, payouts and any applicable penalties for cancellations made before a consultation begins are governed by the agreement applicable to you: the Client Agreement for Clients, and the Expert Agreement for Experts. The rules above apply only once a consultation has started or where the Expert or platform is at fault.

Two time periods apply, and they serve different purposes:

Payout hold period — 48 hours. After a consultation ends, the funds are held for 48 hours before payout to the Expert begins. A dispute raised within this period pauses the payout pending review.

Dispute submission period — 7 days. Clients may submit a dispute up to seven (7) days after the consultation, even if the payout hold period has passed. If a payout has already been released when a valid dispute is confirmed, SynergyXpert will resolve the matter directly with the Expert as set out in the Expert Agreement.

To raise a dispute, contact info@synergyxpert.com with your booking ID. SynergyXpert will review available evidence, including system logs, communications and (where applicable) call recordings, and will only issue refunds or adjustments where it determines the dispute is valid. Confirmed refunds or adjustments are typically issued within 10 business days of the decision. Unresolved disputes may be escalated to the payment processor after 30 days.

Experts are paid by SynergyXpert, not directly by Clients. Payout is triggered once a consultation has commenced and ended, subject to the 48-hour payout hold period in Section 5.

Payout timing, payout methods, payout entitlements for cancelled bookings and any Expert cancellation penalties are set out in the Expert Agreement and the Payment, Refund, and Cancellation Policy for Experts.

For payment, refund, or dispute inquiries: info@synergyxpert.com. For urgent billing issues, mark the inquiry as "Priority" and include your booking ID.

SynergyXpert may update this policy from time to time. The version and effective date at the top of this document reflect the current policy. Material changes will be posted at https://www.synergyxpert.com/legal.