How to raise one
1
Open the booking
Go to your Bookings page and open the booking in question.
2
Choose Report a problem
Describe what went wrong in your own words. This is the route — not an email to support, which cannot act on a booking directly.
3
The booking is frozen
Reporting a problem parks the booking and stops any payment moving, in either direction, while it is looked at.
4
A person decides
Someone at Whetstone reads the scope that was agreed, the message thread and the recorded session outcomes, talks to both sides, and works out the right outcome.
What the outcomes are
- Resolved — the engagement stands, and the advisor is paid. Used where the work was delivered as scoped.
- Refunded — your money goes back and the booking is cancelled. Used where the work was not delivered, or was outside what was sold.
Refunds that happen automatically
Two cases need nothing from you:- An unpaid booking that expires. If you never completed payment, the booking is cancelled after 24 hours and nothing was ever charged.
- A payment that lands against a booking that can no longer accept it — for example, a card that completes just after the booking expired. That is refunded automatically, back to the card it came from.
Card refunds usually appear within five to ten business days, depending on your bank.