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Hamrah
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Refund Policy

Your money is protected. We use a secure escrow system and clear refund rules so you always know where you stand. No hidden fees. No surprises.

Last updated: April 2025 · Effective immediately

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Hamrah Buyer Protection

Every booking is backed by our escrow system. Your payment is held safely until you confirm a successful session. If something goes wrong, we've got you covered.

Cancellation & Refund Timeline

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100%

Full Refund

Cancel 24+ hours before the session

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50%

Partial Refund

Cancel 12–24 hours before the session

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0%

No Refund

Cancel less than 12 hours before

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100%

Companion Cancels

Full refund regardless of timing

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1. How Our Escrow System Works

Every payment on Hamrah is protected by our secure escrow system. Here's how it works:

1
Client Books & Pays

The full booking amount (hourly rate × hours + add-ons + processing fee) is charged at checkout and held securely in escrow

2
Money is Held Safely

Your payment is protected — the companion cannot access these funds until you confirm completion

3
Session Takes Place

The client and companion meet (in-person or virtually) and complete the session

4
Client Confirms

After the session, the client confirms completion. Funds are then released to the companion's wallet (minus platform commission)

5
Auto-Confirmation

If the client doesn't confirm within the auto-confirmation period, the system automatically releases payment

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2. Client-Initiated Cancellations

Clients may cancel accepted bookings subject to the following refund schedule:

When You CancelRefund AmountProcessing
More than 24 hours before100% full refundInstant to wallet
12 to 24 hours before50% refundInstant to wallet
Less than 12 hours beforeNo refund—
Booking still pending100% full refundInstant to wallet

Note: Processing fees are included in the refund for full refunds. For partial refunds, the processing fee is non-refundable.

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3. Companion-Initiated Cancellations

When a companion cancels an accepted booking:

  • The client receives a 100% full refund to their wallet regardless of when the cancellation occurs
  • The companion's profile may receive a reliability impact — frequent cancellations lead to reduced visibility in search results
  • Companions who cancel more than 3 accepted bookings in 30 days may receive a temporary suspension
  • The client is notified immediately via email and in-app notification

We understand companions may have legitimate reasons for cancelling. However, repeated cancellations damage the trust our community is built on.

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4. Virtual Booking No-Show Policy

For virtual bookings (voice/video sessions), we have a special no-show policy:

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Grace Period

After the scheduled start time, a grace period begins (admin-configurable, default: 10 minutes). During this time, the waiting party sees a countdown timer.

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Grace Period Elapsed

If the other party hasn't joined after the grace period, a "Cancel for Refund" button appears. The waiting party can cancel for a full refund (admin-configurable %) or continue waiting.

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Late Arrival Accommodation

If a companion joins late, they can extend the session for free to compensate for the lost time. The client has the option to wait or cancel at any point after the grace period.

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5. Dispute-Based Refunds

If you're unsatisfied with a completed booking, you can file a dispute within 48 hours of completion:

  • Service Not as Described: If the companion significantly misrepresented their profile, services, or experience — eligible for full or partial refund
  • No-Show (In-Person): If the companion did not appear for an in-person booking — eligible for full refund
  • Early Departure: If the companion left significantly before the scheduled end time without agreement — eligible for partial refund (proportional to unused time)
  • Safety Concern: If you experienced inappropriate behavior or felt unsafe — eligible for full refund plus potential companion suspension
  • Technical Issues (Virtual): If persistent technical issues prevented a virtual session from working properly — evaluated case-by-case

Our dispute resolution team reviews evidence from both parties and provides a decision within 5 business days. Hamrah's decision is final.

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6. Refund Processing & Methods

Refund MethodProcessing TimeDetails
Hamrah WalletInstantFunds immediately available for new bookings or withdrawal
Bank Transfer5–7 business daysRefund processed to original bank account
Credit/Debit Card5–10 business daysRefund to original card (depends on bank processing)
EasyPaisa/JazzCash1–3 business daysRefund to linked mobile wallet

All cancellation refunds are processed to the Hamrah wallet by default. You can then withdraw to your preferred method.

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7. Non-Refundable Items

The following are NOT eligible for refunds:

  • Late cancellations: Cancelling less than 12 hours before the scheduled booking (unless companion cancels)
  • Completed & confirmed bookings: Once you confirm a booking as completed, it cannot be refunded (file a dispute within 48 hours instead)
  • Tips: Tips sent to companions are final and cannot be reversed
  • Subscription fees: Monthly subscription payments are non-refundable for the current billing period (you can cancel to prevent future charges)
  • Platform abuse: Refunds will be denied if we determine the cancellation or dispute is fraudulent, retaliatory, or part of a pattern of abuse
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8. How to Request a Refund

There are several ways to request a refund:

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Cancel a Booking: Go to My Bookings → select the booking → click "Cancel Booking". The refund is processed automatically based on the timeline above.
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File a Dispute: Go to the booking detail page → click "File Dispute" → describe the issue → our team will investigate and resolve within 5 business days.
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Contact Support: Email [email protected] or use the in-app Support Tickets feature for complex refund situations.
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9. Contact Us

For refund inquiries that are not resolved through the normal process:

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Billing Support

[email protected]

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General Support

[email protected]