Refund & Cancellation Policy

This policy explains cancellations and refunds for XLR’s service-based bookings. XLR is a marketplace that enables users to book companions/assistants. Outcomes depend on who cancels and the booking stage.

1) Escrow model

Payments are held securely and released only after service completion. When a booking is funded, money may be held in escrow until the service is completed or a cancellation/refund is processed under this policy.

2) When the Companion cancels

• Companion cancels → full refund to the Traveler (subject to payment provider processing timelines).

3) When the Traveler cancels

Traveler cancellations may be time-based and stage-based:

• Before service start/OTP verification: refund is typically full or may include a small cancellation fee depending on timing and risk controls.
• After service start (e.g., OTP verified): a cancellation fee may apply and the remaining amount is refunded per the Platform’s cancellation rules.

4) Service not delivered

• If the booked service is not delivered as confirmed by Platform signals and/or dispute review, the Traveler may be eligible for a refund.
• XLR may request supporting information (such as in-app chat context and booking timeline) to evaluate disputes fairly.

5) Processing timelines

Refunds are initiated through our payment provider and may take additional time to reflect in the Traveler’s bank/card statement depending on the provider and bank.

6) Contact

For help with a cancellation or refund, contact aryan@xlr-ai.com and include your booking ID.