Refund & Rearrangement Policy

We want to make CosyChats as fair and flexible as possible. Family life changes. CosyChats conversations can too.

Changing the day or time

Talk to the parent you’ve booked with first. You can rearrange directly with them, as long as you both agree.

Want more time?

If you’d like longer with the same parent, simply make another booking.

Cancelling and refunds

• Within 14 days of booking: you can cancel for a full refund of any conversations that haven’t yet taken place. See section 17 of our Terms.
• After 14 days: cancel at least 24 hours before your conversation for a full refund. For later cancellations, contact us and we’ll look at what’s fair.
• Series bookings: you can cancel any conversations that haven’t yet taken place.
• If the parent cancels or doesn’t attend: you can choose a new time or a full refund.
• If a conversation didn’t go as it should: tell us what happened and we’ll look at it.

Gifts

Refunds for gifted conversations go to the person who paid, including if the recipient decides not to take up the gift.

Swapping to a different parent

Contact us and we’ll arrange it. If the new parent’s rate is different, we’ll refund the difference or let you know what extra is due.

How to ask

Email contact@cosychats.com with your booking reference and the parent’s name.

We aim to arrange refunds within two working days. Refunds go back to the payment method you used, and how quickly they arrive depends on your payment provider.

Please contact us before raising a payment dispute with your bank or card provider. We can usually sort things out quickl