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Payments & Refunds

Last Update vor 2 Monaten

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HeyPeers refund policy and procedures

This article outlines how refunds are handled on HeyPeers, including cancellation guidelines, member refund requests, and reimbursement procedures for Peer Supporters.

Refund policy for meeting cancellations

If a member is unable to attend a meeting they registered for, we ask that they cancel their registration at least 24 hours before the scheduled start time.
  • If the cancellation occurs more than 24 hours in advance, HeyPeers will automatically issue a refund to the member’s account.
  • If the cancellation occurs within 24 hours of the meeting start time, no refund will be provided.


If a member misses a meeting due to technical difficulties caused by a platform issue (not user error), Peer Supporters are expected to issue a refund. If the issue is determined to be user error, it is up to the Peer Supporter to decide whether a refund will be granted.


For more details, please refer to the article for members: HeyPeers meeting refund policy.

When a Member Requests a Refund
If a participant who attended your video-based support group requests a refund due to technical difficulties, it is your responsibility to process the refund. You may use your discretion when deciding whether to approve the request.


Please note:
  • Refunds come out of your facilitator payments, not from HeyPeers.
  • HeyPeers will reimburse you only if the technical issue was caused by the platform and not by user error.


To confirm a platform-related issue, please collect as much of the following information as possible:
  • Username of the participant
  • Type of device used during the meeting
  • Web browser used (if not the HeyPeers App)
  • Detailed description of the issue
  • Screenshots, if available
If the participant requests a refund during the meeting, please send a private message asking for this information to avoid disrupting the session. You may also follow up after the meeting to request the details.

Submitting a reimbursement request to HeyPeers

Once you have gathered the necessary information, email it to HeyPeers Customer Care at [email protected]. The team will review your submission and let you know whether the refund qualifies for reimbursement.


If the issue is determined to be user error, you may still choose to issue a refund at your discretion.
Tips to help participants avoid technical issues
To reduce the likelihood of user error, consider reaching out to participants who are new to HeyPeers meetings. We recommend sharing the following resources with first-time attendees:

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