Refunds & Cancellations

1. How refunds work

Refunds are handled by our team, not automatically. Email support@opalmate.com with your booking reference and a short description of what happened, and we will reply within two business days. Approved refunds go back to the card you paid with, through Stripe, and usually appear within five to ten business days.

2. Memberships

• A membership renews automatically until you cancel it. You can cancel any time from the Membership tab of your account.
• When you cancel, the membership runs to the end of the period you have already paid for, and no further payment is taken.
• We do not refund part of a period you have already used. If you were charged after cancelling, or charged twice, tell us within 14 days and we will refund the extra payment in full.
• If your membership was granted with a free code, there is nothing to refund.

3. Opal Spotlight boosts

• A boost renews weekly or monthly until you cancel it, from the Opal Spotlight tab.
• When you cancel, the boost runs to the end of the period you have already paid for.
• We do not refund a period that has already started, because the boost has been running and your profile has had that extra visibility.

4. If an Opal declines or cancels

• If an Opal declines your request, nothing is charged.
• If an Opal cancels after you have paid, we refund you in full.

5. If you cancel as a member

• More than 48 hours before the booking starts: we refund you in full.
• Inside 48 hours, or if you do not turn up: the Opal has kept that time free and may have turned down other work, so the booking is not automatically refundable. Contact us and we will look at it case by case, including any refund the Opal agrees to.

6. If something goes wrong at the meet-up

If an Opal does not turn up, ends the booking early, behaves in a way that breaks our terms, or the booking was not what was listed, contact us within seven days. We refund you in full and we look into the account.

If you ever feel unsafe, stop the booking and report it from the app. Your safety comes before the booking.

7. What we do not refund

• A membership or boost period you have already used.
• A booking where the time was provided as booked, including a booking you simply chose not to attend without cancelling.
• Amounts where we have found that a member and an Opal took payment off the platform, or otherwise broke our Terms of Service.

8. For Opals: cancellations and your share

• Your 80% share of a booking is released for a completed booking only.
• If a booking is cancelled or refunded before it is completed, no share is payable for it.
• Held earnings can only be withdrawn once your identity and bank check has been approved.
• If a booking has already been paid out to you and is later refunded, we may recover that amount from your future earnings.

9. Chargebacks

Please talk to us before asking your bank to reverse a payment. We can usually sort it out faster, and a chargeback raised without contacting us may lead to your account being suspended while it is investigated.

10. Your statutory rights

Nothing on this page limits your rights under the Australian Consumer Law or any other right you have that cannot be excluded. If our service has not been provided with reasonable care, or a remedy applies under the Australian Consumer Law, we will honour it.

11. Contact us

Refund requests and questions: support@opalmate.com. Please include your booking reference, which appears in your booking confirmation email.