MeetYourGuide.ai — Refund & Dispute Policy

1. About this Policy

This Refund & Dispute Policy explains what can be refunded on MeetYourGuide.ai (the “Platform”), owned and operated by MeetYourGuide (Pty) Ltd (registration number 2026/426905/07), and how to raise a payment or service dispute. It forms part of, and must be read together with, our Terms of Use, Acceptable Use Policy, Privacy Policy, and POPIA Notice.

2. What you actually pay for

MeetYourGuide.ai is an introductions-only marketplace. The only payment processed through the Platform is the purchase of tokens by AI Guides, at a flat rate of R50 per token, processed by our payment partner Paystack. These funds are platform revenue paid to MeetYourGuide (Pty) Ltd.

• Clients pay nothing to post jobs, receive bids, or select a guide.
• We do not process, hold, or disburse any fees for the actual work. Any fees for services agreed after the free Discovery Session are paid directly between the client and the AI Guide, off-platform, and are not handled by MeetYourGuide.ai or Paystack.

3. Token movements within the Platform

When an AI Guide bids on a job, 5 tokens are placed in escrow. Depending on the outcome, tokens are either captured by the Platform or returned to the Guide's token balance (these are internal ledger movements of tokens already purchased — they are not refunds to a card):

• Bid won: 5 tokens captured (Tier 2/3 Guides); for Tier 1 Guides, 2 captured and 3 returned to balance.
• Bid not selected: 4 tokens returned to balance, 1 token captured as an administrative fee.
• Job expired with no selection: 4 tokens returned to balance, 1 token captured as an administrative fee.
• Client cancels before selecting: all 5 tokens returned to balance.
• Guide withdraws the bid: all 5 tokens returned to balance.

Tokens do not expire and remain available in your balance for future bids.

4. Refunds of token purchases

Tokens are platform credit that becomes usable the moment a purchase is completed, so token purchases are generally non-refundable to the original payment method once credited to your balance. However, we will investigate and, where appropriate, issue a refund via Paystack to the original payment method in cases such as:

• A duplicate or accidental charge.
• A technical error where tokens were charged but not credited.
• An unauthorised transaction on your payment method.

To request a purchase refund, contact us (see section 7) with your account email and the approximate date and amount of the transaction. Approved refunds are returned to the original payment method via Paystack.

5. Services agreed off-platform

Because fees for the actual work are agreed and paid directly between the client and the AI Guide, MeetYourGuide.ai cannot refund, reverse, or guarantee those payments — we are not a party to them and never receive them. Any refund of off-platform fees is a matter between the client and the Guide.

6. Raising a dispute

Payment disputes (token purchases): Every token purchase generates a receipt. If you believe you were charged incorrectly, please contact us first (see section 7) so we can investigate quickly — most issues are resolved without needing a formal dispute. We fully cooperate with Paystack's dispute and chargeback procedures and will provide relevant transaction records.

Service-quality disputes (client ↔ guide): Concerns about the work itself relate to an arrangement made directly between the client and the Guide, to which MeetYourGuide.ai is not a party. We nonetheless support users through our ratings and reviews system, our support channel, content moderation, and administrator powers to void ratings, cancel jobs, and suspend or remove any user who breaches our Terms of Use or Acceptable Use Policy.

7. Contact us

Raise any refund request, payment query, or dispute through the Messages area of your dashboard or via our Contact page. We aim to acknowledge requests promptly and resolve them as quickly as we reasonably can.