Rellova Cancellation, Refund & No-Show Policy
Legal entity: Rellova LLC, an Illinois limited liability company.
Launch scope: United States and Canada; adults 18+ only.
Effective date: August 11, 2026
Policy display
Each booking must show the applicable cancellation policy before payment. The policy is snapshotted into the booking so later changes do not retroactively alter confirmed terms.
Customer cancellation
Refund/fee depends on timing and the policy selected for the service.
Provider cancellation
If Provider cancels without an excused/safety basis, Customer generally receives the appropriate refund. Repeated Provider cancellations may affect rankings or eligibility.
Provider late arrival
Provider cannot bill for time before verified arrival. If a Provider is late, billable time begins at verified clock-in unless both parties approved an early or modified arrangement.
Customer late arrival
If Provider timely verifies arrival, billable time may start at the scheduled start even if Customer is late.
Customer no-show
Provider must verify timely arrival and follow the no-show workflow. Compensation/refund is determined by the booking policy and configured grace period.
Provider no-show
If Provider does not verify arrival/join within the configured grace period, Customer may use the Provider No-Show flow and receive the applicable refund/credit.
Virtual no-shows
Virtual attendance is established using authenticated video-room join events rather than geolocation.
Exceptional circumstances
Rellova may provide support discretion for documented emergencies, unsafe conditions, platform outages, or other exceptional circumstances, subject to consistent policy and applicable consumer law.