What is BackHug's Booking Cancellation and Refund Policy?

1. What is the “First Session” guarantee?

Your first BackHug session at any location—whether you pay in cash or use minutes—is always fully refunded, no matter when or how you cancel.

2. What if my session never actually starts?

If you tap “Use Instantly” (in the app or on the handset) but the session doesn't start within 3 minutes, you’ll automatically receive a full refund (cash or minutes).

3. Do unused or expired sessions get refunded?

• Paid in cash: No refunds on sessions that expire unused.

• Paid with minutes: No refunds on expired minutes.

4. How do standard cancellations work?

• You cancel (in-app):

  • ≥ 24 hours before your booked start time → full refund (cash or minutes)

  • < 24 hours before your booked start time → no refund

• Partner cancellation (via business portal): Always fully refunded, regardless of timing.

5. What happens if I press the “back arrow” during setup?

• Instant sessions (app or handset): Cancelling this way always triggers an immediate full refund.

• Pre-booked sessions: Tapping back simply returns you to the home screen—no cancellation occurs.

Key Points to Remember

• First session is always refunded—it overrides all other rules.

• Timeouts on “Use Instantly” sessions guarantee quick refunds.

• Partner-initiated cancellations always result in refunds.

• Expiration of paid sessions or minutes does not trigger automatic refunds.

If you have any questions about these policies, please get in touch with our support team!