Cancellation & Refund Policy

Last updated: September 2026

All bookings are contracts with Call a Vip, S.L.U., a company incorporated under the laws of the Principality of Andorra, with registered office at Av. de les Nacions Unides, No. 40, Coworking Monday – Office 211, AD700 Escaldes-Engordany, Andorra, registered in the Registre de Societats Mercantils del Principat d'Andorra under Commercial Register No. 936312K (NRT L-720657-K), contact: support@callavip.com. This policy explains what happens when a session is cancelled or fails, and how refunds work. It should be read together with our Terms and Conditions.

The essentials

• You are only charged after your call takes place. Bookings are pre-authorised on your card, not charged.
• Free cancellation up to 24 hours before the scheduled start of your session.
• If the VIP cancels or doesn't show up, you are never charged.
• Technical failure on our side or the VIP's side: no charge.
• Refunds always go back to the original payment method.

1. How payment works

When you book a session, the total price is pre-authorised on your payment card but not charged. The amount is only captured after the session has taken place. If the session doesn't take place in the circumstances described below, we simply release the hold — nothing is ever charged. Depending on your bank, a released hold can take 5–10 business days to disappear from your statement; this timing is controlled by your card issuer, not by us.

2. Cancelling your booking

• 24 hours or more before the scheduled start: cancel free of charge by emailing support@callavip.com with your booking reference. The pre-authorisation is released in full.
• Less than 24 hours before the scheduled start: the full session price is captured, as the VIP has reserved this time for you.
• To change a booking, email support@callavip.com with your booking reference. A change is treated as a cancellation under the rules above, after which you can make a new booking.
• If you don't join the call within 5 minutes of the scheduled start ("no-show"), the booking is treated as a late cancellation under the rule above.

3. If the VIP cancels or doesn't show up

If the VIP cancels your booking, or does not join the call within 5 minutes of the scheduled start, the pre-authorisation is released in full, automatically — you are never charged. We will notify you immediately and help you rebook with the same VIP or find an alternative.

4. Technical problems during a call

If a call fails to connect, or is materially interrupted for reasons attributable to the Platform or the VIP before 80% of the booked time has been delivered, you are not charged (or, where payment was already captured, you receive a pro-rata refund). Connection problems on your side (your device, network or environment) are not covered by this rule, although we will always look for a fair solution. Where the facts are disputed, we resolve the matter objectively using server-side connection logs and the call recordings described in our Terms and Conditions.

5. Quality issues and disputes

After each session you are asked to rate the interaction. Your rating confirms that the session took place and triggers the capture of the pre-authorised amount. It does not waive any of your rights. If something went wrong, contact support@callavip.com within 14 days of the session, quoting your booking reference and describing the issue. We will review the session (including logs and recordings where necessary) and may offer a partial refund or a full refund, depending on the circumstances. Nothing in this policy limits your statutory rights as a consumer, including any rights you may have towards your card issuer.

6. Statutory right of withdrawal (consumers in the EU/EEA and Andorra)

Because every booking is for a service to be performed on a specific date and at a specific time, the statutory 14-day right of withdrawal for distance contracts does not apply, in accordance with Article 16(l) of Directive 2011/83/EU and its national implementations. Instead, you benefit from the contractual cancellation rights described in section 2, which allow you to cancel free of charge up to 24 hours before your session.

Consumers resident in the Principality of Andorra benefit from the rights granted by Andorran consumer legislation (Llei 13/2013 and Llei 12/2013) and, in any event, from the contractual cancellation rights described in section 2.

If you ever pay for something that is not tied to a scheduled session (for example, account credit, if we introduce it), the 14-day withdrawal right applies in full: notify us within 14 days of the purchase at support@callavip.com, with no reason needed, and we will refund you within 14 days using the same payment method. A model withdrawal form is available on request.

7. Refund method and timing

Where nothing was captured, we simply release the hold (see section 1 for bank timings). Where an amount was captured and a refund is due, we process it within 14 days to the original payment method. Refunds are issued in the currency of the original transaction; any exchange-rate differences applied by your bank are outside our control.

8. How to contact us

Email support@callavip.com with your booking reference. We acknowledge requests within 1 business day and aim to resolve them within 3 business days.

9. Governing law and disputes

This policy and every booking are governed by the laws of the Principality of Andorra. If you are a consumer, this choice of law does not deprive you of the protection afforded by the mandatory consumer-protection provisions of the country where you have your habitual residence (for consumers in the EU/EEA, in accordance with Article 6 of the Rome I Regulation (EC) 593/2008). We will always try to resolve any dispute amicably first — contact support@callavip.com. Consumers may bring proceedings, at their choice, before the courts of their place of residence or before the courts of the Principality of Andorra (Batllia d'Andorra); nothing in this policy limits any right you cannot waive under the law applicable to you.