Effective Date: October 23, 2026
Last Updated: October 23, 2026
This Refund & Cancellation Policy (the “Policy“) is part of the Twizzy Terms of Service between you and Sigmund Holdings LLC, a Delaware limited liability company (“Twizzy,” “we,” “us“). Capitalized terms not defined here have the meanings given in the Terms. If this Policy and the summary in Section 4 of the Terms conflict, this Policy controls.
Twizzy is a marketplace. Sessions are provided by independent Advisors, not by Twizzy. Advisors are not professionals, experts, therapists, or licensed practitioners. This Policy explains when Users get money back for Sessions booked through Twizzy, whether booked through twizzy.com, the Twizzy mobile or web apps, or any other website, domain, or app operated by or for Twizzy that links to the Terms.
1. Booking Types
- Planned Session: a Session booked for a future date and time.
- Instant Session: an on-demand Session that starts right after the Advisor accepts and payment is completed.
2. When You Are Charged
When you submit a booking request, your payment method is authorized for the full Session price shown at checkout.
When the payment is captured. The payment is captured (actually charged) at the time shown in the App:
- Instant Sessions: when the Advisor accepts.
- Planned Sessions less than 24 hours away: when the Advisor accepts.
- Planned Sessions 24 or more hours away: at the time shown at checkout. That may be when the Advisor accepts, approximately 24 hours before the scheduled start, or when the Session begins.
If the request expires. If the Advisor declines, does not respond within the response window shown in the App, or the request otherwise expires, no charge is captured and the authorization is released. Your bank controls how quickly a pending authorization disappears from your statement, usually within a few business days.
3. Cancellations by Users
| Situation | Outcome |
|---|---|
| Planned Session cancelled 24 hours or more before the scheduled start | Full refund. If you have not been charged yet, the authorization is released and nothing is charged. |
| Planned Session cancelled less than 24 hours before the scheduled start | Non-refundable. |
| Instant Session cancelled before the Advisor accepts | No charge; the authorization is released. |
| Instant Session cancelled after the Advisor accepts | Non-refundable. |
To cancel, open the booking in the App and select Cancel. The time of cancellation is the time recorded by Twizzy’s systems, in the time zone shown in the App.
4. Cancellations and No-Shows by Advisors
- Advisor cancels a confirmed Session: full refund to the User.
- Advisor does not join (no-show): full refund to the User.
- Advisor cannot attend the original time and the User does not accept a proposed new time: the Advisor must cancel, and the User receives a full refund.
Repeated Advisor cancellations or no-shows may lead to reduced visibility, suspension, or removal, and to recovery of related amounts from the Advisor under the Terms.
5. No-Shows and Late Arrivals by Users
- User does not join (no-show): treated as a late cancellation. No refund.
- User joins late: the Session still ends at its scheduled end time and is not extended. No partial refund.
- Neither the User nor the Advisor joins: full refund to the User.
A participant is a “no-show” if they have not joined within 10 minutes after the scheduled start time, as shown by Twizzy’s system logs.
6. Rescheduling
- Advisor-proposed changes. After accepting a booking, an Advisor may propose a new date or time within the windows shown in the App. Duration and price cannot change.
- User-requested changes. Users may request to reschedule a Planned Session at least 24 hours before the scheduled start, within the windows shown in the App.
- If the change is accepted, the booking updates automatically. Payment timing may be recalculated.
- If the change is declined or not answered in time, the original booking remains in effect and this Policy applies to it as originally scheduled.
- Limits. Only one reschedule request may be active at a time. Rescheduling is not available for Instant Sessions.
- Late reschedules. A request to reschedule does not extend the cancellation deadline. If you cancel less than 24 hours before the original start time, the Session is non-refundable.
7. Technical Problems
- Problems on your side (your device, internet connection, app permissions, microphone or camera, or outdated software) are not eligible for a refund. Please test your setup before your Session.
- Problems on the Advisor’s side or with the Twizzy platform that prevent the Session from taking place, or substantially disrupt it, can be reported to Twizzy Support. Twizzy will review system logs and other available records, which may include the Session recording and transcript. Depending on the circumstances, Twizzy may, at its discretion, issue a full refund, a partial refund, or an account credit.
8. What Is Not Grounds for a Refund
Dissatisfaction with the content, quality, usefulness, or outcome of advice, opinions, or perspectives shared in a Session is not grounds for a refund. Neither is any decision you make afterward. Advisors are independent individuals sharing their own views (see Section 1 of the Terms). Please review profiles and reviews carefully before booking.
9. Safety and Policy Violations
If you report that an Advisor engaged in prohibited conduct during a Session (for example, harassment, sexual content or solicitation, threats, or requesting off-platform payment), Twizzy will review the report and may access the Session recording and transcript. If the report is confirmed, Twizzy may issue a full or partial refund or a credit, in addition to taking action against the Advisor’s account, including suspension or removal and, where appropriate, cooperation with law enforcement. Making a false report is a violation of the Terms.
10. How to Request a Refund
Open Support in the App, or email help@twizzy.com, within 7 days after the scheduled Session time. Include your booking reference and a description of the issue, and screenshots if relevant. Submitting a request does not guarantee a refund.
Where refunds go. Approved refunds are returned to the original payment method. Banks and card issuers typically take 5 to 10 business days to post them. Twizzy may offer an account credit instead of a refund only if you agree, or where this Policy expressly allows it.
11. Chargebacks
Please contact Twizzy Support before disputing a charge with your bank. Most issues can be resolved faster that way.
If you file a chargeback:
- Twizzy may provide the payment processor and card networks with booking records, system logs, communications, and, where relevant, Session recordings or transcripts.
- Twizzy may suspend your account while the dispute is pending.
- Chargebacks filed in bad faith, or for Sessions delivered in line with this Policy, may lead to permanent account closure and recovery of the disputed amount and associated fees, as described in the Terms.
12. App Store Purchases
If any purchase is made through Apple’s or Google’s in-app payment systems, refunds for that purchase may be subject to the App Store’s own refund processes. Where this Policy allows, Twizzy will cooperate with those processes.
13. Final Decisions; Your Legal Rights
Twizzy decides refund requests at its reasonable discretion under this Policy, and those decisions are final, except where applicable law provides otherwise. Nothing in this Policy limits any right you have that cannot be waived under applicable consumer-protection law.
14. Changes
We may update this Policy as described in the Terms. The version in effect when you submitted your booking applies to that booking.
15. Contact
Sigmund Holdings LLC (“Twizzy”), 3030 NE 188th St, Aventura, FL 33180
Support: help@twizzy.com