What happens if I have technical difficulties during an Online Experience?

If there are any technical difficulties such as video or audio issues that prevent guests from participating in an online experience, they're entitled to a refund.

Online Experiences hosts

If you have any technical difficulties that prevent you from leading it, such as video or audio issues, you’ll need to refund your guests. To send a refund:

1. Go to your Calendar
2. Find the specific instance you want to cancel
3. Click Cancel experience
4. Click Zoom difficulties as the reason
5. Confirm cancellation

You won’t be penalised for cancelling due to technical difficulties and your guests will all receive a full refund. You can message your guests to let them know that their refund is on its way and that they can rebook your experience at a different time.

Note that you will only be able to refund an instance up to the end time of that instance. For example, if your instance is from 10.00–11.00am, you will only be able to cancel and fully refund your guests until 11.00am. After 11.00am, you won’t be able to cancel as it's assumed the experience took place as planned. If you miss this window and the guest needs to be refunded, please contact Community Support for assistance.

Online Experiences guests

If you have any technical difficulties that prevent you from joining an experience, such as video or audio issues, you can request a refund in the Resolution Centre. To request a refund:

1. Go to the Trips tab
2. Find the specific instance you want to request a refund for
3. Click Show details
4. Click Send or request money

After you request a refund, you can rebook the same experience for a different time.