Cancellation & Refund Policy

When a guest submits a booking request, Avatar Walk may place an authorization hold on the guest's payment method for the total booking amount.

At this stage the guest has not been charged. The funds are only held to ensure payment is available if the Avatar accepts the booking.

If the Avatar does not accept the request, and the request expires or is denied, the authorization hold is released and the guest is not charged.

The timing of the release of an authorization hold is determined by the guest's payment provider and may vary.

When an Avatar accepts a booking, the payment authorization is captured and the guest is charged the full booking amount. The booking then becomes a Scheduled Session.

Either side can ask to move an accepted booking to another open time in the app, until 15 minutes before it starts. The booking keeps its original time unless the other side accepts. Moving a booking does not change its length or its price.

A booking may be cancelled only while it is in an eligible cancellation state. Either the guest or the Avatar may cancel — see section 5 for Avatar cancellations.

Pending booking

If the Avatar has not yet accepted the booking, the guest may cancel the request. The authorization hold is released and the guest is not charged. No refund is necessary because no payment was captured.

Scheduled booking

If the Avatar has accepted the booking but the session has not started, the guest may cancel and is entitled to a 100% refund of the booking amount. Because the payment has already been captured, Avatar Walk initiates a refund.

Avatar Walk does not currently apply a cancellation window or partial-refund schedule. A scheduled booking may therefore be canceled even shortly before its start time and remain eligible for a full refund.

Once a session has become Live, cancellation is no longer available. Cancellation is also unavailable after a session has been completed, denied, or expired. Avatar Walk does not currently provide automatic partial refunds for these states.

An Avatar may cancel a booking they have already accepted, as well as a request they have not yet answered. This is deliberate: an Avatar who cannot fulfil a booking does more good telling the guest early than leaving the session to fail at the start time.

When an Avatar cancels a Scheduled Session, the guest is refunded in full and is notified automatically — no request to support is needed. Refunds are returned to the original payment method and usually take 5-10 days to appear. Where the Avatar had not yet accepted, no payment was ever captured and the authorization hold is simply released.

Avatar Walk does not charge a cancellation fee to either party. Cancellations are recorded against the account that made them and may be taken into account when Avatar Walk reviews an Avatar's standing on the platform.

Cancellation is unavailable once a session is Live — see section 4. If something goes wrong during or after a session, contact support at Info@avatarwalk.com. Avatar Walk may review the circumstances and determine whether a refund, rescheduling, or another resolution is appropriate.

If an Avatar does not accept or deny a booking request within the applicable time period, the request expires. The authorization hold is released, the guest is not charged, and no refund is necessary because the payment was never captured.

If an Avatar denies a pending booking request, the authorization hold is released and the guest is not charged. No refund is necessary because the payment was never captured.

If a guest does not attend a scheduled session and the Avatar is available and prepared to host the walk, the guest may remain responsible for the full booking amount. Avatar Walk does not currently provide an automatic refund for guest no-shows.

If an Avatar fails to appear for a scheduled session, the guest should contact support at Info@avatarwalk.com. Avatar Walk may review the circumstances and determine an appropriate resolution.

When Avatar Walk initiates a refund, it may not appear immediately in the guest's account. Avatar Walk initiates the refund through its payment processor, but the time required for funds to appear depends on the guest's bank, card issuer, or payment method. Avatar Walk does not guarantee that refunds will be received immediately.

After a session ends, the Avatar's eligible earnings are transferred to their connected Avatar Walk payment account, while Avatar Walk retains its applicable platform fee. Refunds and payouts may be affected by the status of the booking and the applicable payment-processing rules.

Avatar Walk may update this policy as its booking, payment, and cancellation systems evolve. Any future cancellation windows, partial-refund rules, Avatar cancellation procedures, or other changes will be reflected in the version of this policy applicable at the time of the booking.