Booking Rules

Version 1.0 · Effective October 13, 2026

Version 1.1 takes effect on October 15, 2026. It is shown below.

These rules decide what happens to the payment for a booked order. They apply to clients and providers alike and are part of our Terms of Service. An order is always settled under the version that was in effect when it was paid.

At a glance

What happenedWhat happens to the payment

The provider cancels, does not show up or does not deliver

100% back to the client, and a Penalty Credit for the provider

The client breaks the rules, it is in the chat, and the client started it

100% to the provider

The provider breaks the rules, or tempted the client into it

100% back to the client, and a Penalty Credit for the provider

Either side is suspended or banned before the order is finished

The payment is held and settled under these rules

1. How the payment is held

When a client pays, the Credits are held by us, not by the provider. They are released to the provider after the session: when the client confirms it, or automatically after a set time if nobody raises a problem.

A client who wants money back requests a refund on the order in the app. The provider has 7 days to accept or dispute it. A request the provider does not answer is refunded. A disputed order is decided by our team under these rules.

Always pay with Credits in the app. A payment made directly to the other person never reaches us, so we cannot hold it or return it.

2. Sessions

  • Before the session starts, the client can cancel by requesting a refund on the order. If the provider accepts, the client is refunded. If the provider disputes it, our team decides from the chat.
  • If the provider does not show up or does not deliver the session, the client gets a 100% refund.
  • There is no refund for things that were not agreed in the chat beforehand, such as looks, skill level, game results or personal preferences.

3. Breaking the rules after payment

Paying for an order does not change our Community Rules. They apply in the chat and during a session, to both sides.

If the client breaks the rules

For example: asking for sexual content or anything sexual, or being abusive. The provider may end the session straight away. When the breach is in the app chat and the client started it, there is no refund: 100% goes to the provider. The client also faces the usual Community Rules action: a warning, a chat suspension or a ban.

If the provider breaks the rules

For example: asking for more money or for a payment outside the app, offering anything sexual, not being the person in the profile photos, or being abusive. The client gets a 100% refund, and the provider gets a Penalty Credit and the usual Community Rules action. Not being the person in the photos is fraud and leads to a permanent ban.

Who started it

We read the whole chat before deciding, not just the last message. If one side hinted at, offered or suggested the breach first, it counts as that side's breach, even if the other side went along with it. A provider who tempts a client into breaking the rules in order to keep the payment has broken the rules: the client gets a 100% refund, and baiting a client is treated as fraud.

What counts as proof

The app chat, the order and its timings, which neither side can edit or delete. One side's word alone, or a screenshot from another app, cannot on its own make someone lose their payment. Without a record, the normal rules in section 2 apply.

Nothing is decided on the spot

When a session is ended for a breach, the payment is held and both sides are told. Either side can dispute it on the order. If a provider reports clients for breaking the rules twice within 90 days, we review all of those cases again, and every later report gets a full review.

Community Rules

Penalty Credit Policy

4. Contact details after payment

  • Before an order is paid, sharing contact details is against our rules.
  • Once an order is paid, sharing contact details or moving the conversation to another app is allowed. It is not a rule break and it never removes a refund on its own.
  • But we can only check what is in the app chat. If a dispute depends on what was said on another app, the review can take much longer, and we may not be able to settle it either way.
  • So agree the time, the place and anything that changes in the app chat, even after you have swapped contacts.

5. Suspension or ban during an order

If either side is banned, or their chat is paused for something sexual, fraud or a payment outside the app, while an order is paid and not yet finished:

  • The payment is held. It is not released automatically.
  • Both sides are told.
  • If it is the client, before the session, it counts as the client cancelling at that moment, and our team decides from the chat.
  • If it is the provider, the client gets a 100% refund.
  • If it happened during the session, section 3 applies.

6. Disputes can take time

Many disputes are settled quickly from the app chat. A case that depends on another app, has missing records, or involves a report of a rule break can take much longer, because we review it carefully before any money moves.

The payment stays held until the case is decided. Keep everything in the app chat and answer our questions there; it is the fastest way to a decision.

7. Checklists

For clients

  • Pay with Credits in the app, never directly to a provider.
  • Need to cancel? Do it early, by requesting a refund on the order.
  • Keep it within our Community Rules, before and after paying.
  • If something goes wrong, say so in the app chat and request a refund on the order.

For providers

  • Never ask for a payment outside the app, or for a review before the session is delivered.
  • Never hint at or invite anything against our rules.
  • If a client breaks the rules, end the session, say why in the app chat, and reply to the refund request with your reason.
  • Can't make it? Tell the client early in the app chat. A provider cancellation is always a full refund.

8. Changes to these rules

We may update these rules. Each version is listed below with its effective date, and we post a new version on this page before it takes effect. An order is settled under the version in effect when it was paid. Emergencies are the exception: with clear evidence, we may refund more than these rules allow.

Questions about an order: hello@ebuddy.gg

Version history

Version 1.1
Takes effect October 15, 2026

Added: what happens when either side breaks the rules after payment; who started it; holding the payment when someone is suspended or banned; contact details after payment; how long disputes can take; checklists for clients and providers.

Version 1.0
Effective October 13, 2026

First published version.