These rules form part of the offer for clients and the offer for specialists. The values set out below apply by default and may be changed by the Operator; the current terms of a specific booking are shown in the app before the booking is confirmed.
1. Holding of funds
1.1. When a consultation is booked, its cost is held in the client’s wallet: for 30- and 60-minute tariffs and subscriptions, the full price; for the per-minute tariff, the cost of 15 minutes.
1.2. For a «right now» call, the wallet must contain an amount not less than the cost of 5 minutes at the per-minute tariff or the full price of a fixed-duration consultation.
1.3. Held funds remain in the client’s wallet and are not transferred to the specialist until the consultation is completed.
2. Charging
2.1. After the consultation, the cost of the time actually used is charged: under the per-minute tariff, for each minute started; under a fixed tariff, the tariff price. The remainder of the hold is immediately returned to the wallet.
3. Cancellation by the client
| When the client cancels the booking | What happens to the hold |
|---|---|
| Before the free cancellation window | The hold is returned to the wallet in full |
| After the free cancellation window has started | 50 % of the consultation price is retained (for the per-minute tariff, 50 % of the cost of 15 minutes); the rest is returned |
| The client did not attend the consultation | 50 % of the consultation price is retained (for the per-minute tariff, 50 % of the cost of 15 minutes); the rest is returned |
The free cancellation window is chosen by the specialist: 1, 12 or 24 hours before the start of the consultation. It is shown on the specialist’s profile card and in the booking confirmation.
4. Cancellation or no-show by the specialist
4.1. If the specialist cancels the booking, is blocked, or does not join the consultation within 10 minutes of its start, the hold is returned to the client in full.
4.2. The client receives a notification and a selection of similar specialists.
5. Technical problems
If a consultation is interrupted for technical reasons and the connection is not restored within 60 seconds, only the time actually used is paid for. If a consultation does not take place through the fault of the Service, the hold is returned in full.
6. Quality complaints
If you believe that a consultation was not properly provided, contact support in the app or write to [email protected] within 7 days after the consultation. We will review your request within 10 business days and, if the complaint is justified, refund the funds to your wallet.
7. Withdrawing funds from the wallet
The unused wallet balance can be withdrawn to a bank card or bank account in the «Wallet» section of the app. Funds are credited within 10 business days, depending on the bank. Money deposited via SBP (Faster Payments System) or by card is returned by the same method where technically possible.
Operator details
- Service operator
- Общество с ограниченной ответственностью «ДИЛАП»
DILAP Limited Liability Company (official name in Russian) - OGRN
- 1242400023370
- INN / KPP
- 2465364170 / 246501001
- Registered address
- Красноярский край, г. Красноярск, ул. 9 Мая, д. 69, кв. 60
- Bank details
- Account 40702810931000069935, BIC 040407627
- Phone
- +7 996 055-00-56
- [email protected]