How does PAAQ's refund policy work?

When it is time for a session, there is a grace period during which either the individual or the expert can join.

If the individual does not start the session within the grace period, and the expert remains available until the end of the grace period, the expert is entitled to 50% of the payment for the session, while the remaining 50% is refunded to the individual. This applies even if the expert joins just 2 minutes before the grace period ends.

If the expert stays in the waiting room for the entire session duration and the individual fails to initiate the session, the expert is entitled to 100% of the payment made by the individual.

However, if the expert misses the session entirely (i.e., they do not join within the grace period), the individual will receive a full refund. This applies only if the individual starts the session and remains until the grace period ends.