HeyPeers Refund Policy
In the event a member is unable to attend a meeting they are registered for, HeyPeers requires them to cancel their registration at least 24 hours prior to the scheduled start time of a meeting.
If they cancel a paid meeting more than 24 hours prior to the meeting start time, HeyPeers automatically issues a refund to their account. However, if they cancel within 24 hours, a refund will not be provided.
If a member misses the meeting due technical difficulties caused by a platform issue not due to user error, Peer Supporters should issue the refund to the member. If the technical issue is deemed as user error, it is under the discretion of the Peer Supporter whether a refund will be issued.
See HeyPeers Meeting Refund Policy for more information.
Member Requests a Refund
In the event that a participant who attended your video-based online support group is requesting a refund due to technical difficulties, it is your responsibility to process the return. You may use your own discretion in approving the refund. The funds will be coming out of your payments and not out of HeyPeers.
HeyPeers will only provide reimbursement to you for the refund IF the technical difficulties were a platform issue not due to user error. In order to confirm that the technical difficulties were a platform issue we need as much of the following information as is available:
- Username of participant
- The device they were on for the meeting
- Web browser they were using (if it wasn’t the HeyPeers App)
- A detailed description of the issue they were experiencing
- Screenshots of the issue
If the participant requests the return “live” while in the video-based online support group meeting, please private message the following items above to help mitigate disruption to the entire meeting for other participants. You may also message them after the meeting, requesting the information.
Submit Reimbursement Request to HeyPeers
Once you have gathered the necessary information, please submit this information to HeyPeers Customer Care: support@heypeers.com. The Customer Care team will review and follow up whether it has been approved for reimbursement from HeyPeers.
If the technical issue was in fact user error, it is under your discretion whether you will refund the meeting fee. Here’s how you refund the meeting fee.
Recommendations to Avoid Technical Issues
To prevent user error from happening you may want to message the participants who have never been to a HeyPeers video-based online support group meeting. Here’s how you find out whether they have attended a meeting before and how to message them.
We recommend that you share these directions with users to help them prepare for the video-based online support group meeting.