> ## Documentation Index
> Fetch the complete documentation index at: https://help.whetstone.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Requesting a Refund

> How refunds work on Whetstone, why held payments make them straightforward, and how to raise one on a booking.

Your payment is held by Whetstone rather than passed to the advisor, so until an engagement is confirmed complete the money is still sitting where it can be returned. That makes most refunds straightforward.

## How to raise one

<Steps>
  <Step title="Open the booking">
    Go to your **Bookings** page and open the booking in question.
  </Step>

  <Step title="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.
  </Step>

  <Step title="The booking is frozen">
    Reporting a problem parks the booking and stops any payment moving, in either direction, while it is looked at.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Warning>
  Do not confirm completion and then complain. Confirming releases the money to the advisor, which makes everything harder to unwind.
</Warning>

## 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.

Anything with a legal or insurance dimension, or a pattern across several bookings, is escalated rather than decided on the spot. The booking stays frozen while that happens.

## 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.

<Note>
  Card refunds usually appear within five to ten business days, depending on your bank.
</Note>

## Completed sessions

A session that genuinely took place and was confirmed is not routinely refundable — at that point the advisor has been paid for work they did. If something about a completed session was wrong, still use **Report a problem** and say so.

## Related articles

* [Book a session](/owners/booking-a-session)
* [After your session](/owners/after-your-session)
* [Payment problems](/troubleshooting/payment-problems)


## Related topics

- [Frequently asked questions about Whetstone](/support/faq.md)
- [Pricing & Billing](/billing/index.md)
- [Making Payments and Finding Receipts](/billing/payments-and-receipts.md)
- [How Whetstone Session Packages Work](/billing/session-packages.md)
- [Fix Whetstone payment problems](/troubleshooting/payment-problems.md)