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Cancellation & Refund Policy
Effective as of: [INSERT DATE BEFORE PUBLISHING]
Cancellation by the Client
We understand that plans change. Our policy is designed to be fair to both clients and our session guardians, who prepare specifically for each booking. When in doubt, contact us as early as possible — we will always do our best to help.
NOTICE GIVEN
OUTCOME
24 hours or more before session start
Full refund to original payment method within 5–10 business days, or free reschedule — client's choice
Less than 24 hours before session start
Non-refundable. The session fee is forfeited. The session guardian has been assigned and prepared for your booking.
Rescheduling by the Client
NOTICE GIVEN
OUTCOME
24 hours or more before session start
Free reschedule to any available slot, subject to availability
Less than 24 hours before session start
Rescheduling fee of up to 25% of the session cost applies
Cancellation by GuardianPlay
In the rare event that GuardianPlay must cancel a session (due to guardian unavailability, technical failure, or other circumstances), you will receive:
A full refund to your original payment method within 5 business days, or
A free reschedule to any available slot — your choice
GuardianPlay will contact you as soon as possible if a cancellation is necessary, and no later than 4 hours before the scheduled session start time.
Early Session Termination
REASON FOR EARLY END
REFUND
Platform technical failure (Roblox, Minecraft, Fortnite outage)
Pro-rated refund for unused confirmed session time
GuardianPlay technical failure
Pro-rated refund for unused confirmed session time
Session ended for child safety reasons
No refund. Child safety always takes precedence.
Session ended due to child non-compliance with safety guidelines
No refund. Repeated refusal to follow safety rules ends the session.
Session ended at parent's request mid-session
No refund for the time already conducted. Pro-rated consideration at GuardianPlay's discretion for exceptional circumstances.
Bundles and Retainers
Unused bundle hours: Refundable at the standard hourly rate for the purchased tier, minus the bundle discount applied at the time of purchase.
Monthly retainer cancellation: Cancel with at least 14 days' notice before the next billing cycle for a full stop. Cancellations with less than 14 days' notice may incur a one-cycle fee.
Safety services are never discounted on a per-hour basis as a standalone offer. Discounts apply only to the total bundle cost.
How to Cancel or Reschedule
Email hello@guardianplay.com with the subject line "Cancellation" or "Reschedule Request"
Include your booking reference number, parent name, and the session date and time
Wait for written acknowledgement from GuardianPlay — cancellations are effective from the time of our written confirmation, not from the time of your email
Refunds are processed to the original payment method via Stripe and typically appear within 5–10 business days
Disputes and Chargebacks
We ask that you contact us directly at hello@guardianplay.com before initiating any payment dispute or chargeback with your bank or card provider. Most concerns can be resolved quickly and fairly through direct communication.
Initiating a chargeback without first contacting GuardianPlay may result in the suspension of your account pending resolution. GuardianPlay reserves the right to provide payment processors and financial institutions with all relevant documentation, including consent records, booking confirmations, session reports, and correspondence, in the event of a disputed transaction.
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