Session Policies

Voice and video sessions are billed per minute and sold as prepaid duration blocks: you choose a duration (5, 15, 30, or 60 minutes) before booking and pay a single, fixed total shown up front. There is no open-ended metering, no automatic extension, and no charge beyond the amount you approved. All voice and video sessions have a 5-minute minimum. Text sessions and document reviews are priced as fixed packages as described below. All prices are shown in U.S. dollars.

A text session includes up to 5 messages from you, and the expert will respond to each. A message is a single send; you may use your messages to ask questions, share context, or follow up. Text sessions remain open for 7 days from payment, after which the session closes regardless of messages remaining. Unused messages do not carry over or convert to refunds once the session has begun.

Sessions run for the prepaid duration you selected. If a session ends early at your choice, the unused time is not refunded; if the expert fails to attend or ends the session materially early, you are covered by the Buyer Protection Policy. If both parties wish to continue past the prepaid block, additional time requires a new booking. Experts are not able to extend a running session and bill you for it. Sessions may not be recorded by either party without the other's clear consent; recording laws vary by state and some require the consent of everyone on the call. You are responsible for complying with the laws that apply to you.

A document review covers one document of up to 30 pages per session. Standard turnaround is 5 business days unless the expert states otherwise before you book. Documents you share are for the expert's review only; experts may not redistribute them. For longer documents, book additional review sessions or agree on scope with the expert in a text session first.

Do not share sensitive personal information in a session or in a document you upload. This includes health, medical, or mental-health details; financial account, card, or bank numbers; passwords or security credentials; government identifiers such as Social Security, passport, or driver's-license numbers; biometric data; and personal information about other people who have not consented. This applies to text sessions, voice and video calls, and document reviews alike.

Community Platform is not a healthcare provider, is not a HIPAA covered entity or business associate, and does not accept protected health information (PHI). Experts on the Platform provide general information and are not a substitute for a licensed professional. If the help you need genuinely requires sensitive records, share them through that professional's own compliant channel rather than through the Platform.

Document reviews deserve particular care: redact account numbers, identifiers, and third-party personal data before uploading. Uploaded documents are retained only as long as needed to deliver and support the review, per our data-retention policy, and are visible to the expert you booked. If you upload something sensitive by mistake, contact support immediately. See the Privacy Policy (Sections 2A and 8) for what we can and cannot remove.

Experts provide informational consultations based on their experience. Unless an expert expressly confirms a licensed professional engagement with you in writing, sessions do not create an attorney-client, physician-patient, fiduciary, or other professional relationship, and content shared in sessions is not a substitute for advice from a professional licensed in your jurisdiction. For legal, medical, tax, or investment decisions, confirm the expert's licensure and engage them through an appropriate professional agreement.

When you book, your card is authorized and not charged. The charge is taken when the session is delivered. A scheduled voice or video session is treated as delivered once its scheduled end time passes; an open claim stops the charge while it is reviewed. Text sessions and document reviews are delivered when the expert marks them delivered. A card authorization lasts up to seven days; if a session has not been delivered before it expires, the authorization is cancelled and you are not charged.

There is currently no self-service cancellation of a booked session. To ask to cancel, contact support before the session starts; a request is reviewed under the Buyer Protection Policy and is not guaranteed. A member who does not attend a scheduled session is not entitled to a refund. If an expert cancels, fails to attend, or the session materially fails to deliver what was purchased, open a claim under the Buyer Protection Policy and the payment will be reviewed for refund.

Session policies may be updated prospectively at any time. Changes do not affect sessions already booked. The policies in effect at the time you book govern that session.