Problems with a booking

If something went wrong with a booking, tell us from Help and support, on that booking. Please do not dispute the card charge with your bank first: that freezes the money and takes much longer.

What happens

1. We gather what we have: dates, the parcel's tracking, install photos and messages.
2. We may hold the space owner's payout while we look.
3. Our team decides who was at fault and what each side gets, under the Terms. You hear from us in the thread and by email.

What the Terms say

• If the ad is not installed within 3 days of the start date, or the space owner cancels, the advertiser gets the booking total back in full.
• If we cannot produce or deliver the ad for reasons outside the space owner's control, the advertiser gets a full refund and the space owner is not charged.

We cannot promise an outcome before the team has looked.