Cancellation & Refund Policy

Pluto currently facilitates the following types of bookings:

A. Instant Services

Services that begin immediately or as soon as a Partner becomes available.

B. Scheduled Services

Services booked for a future date and time.

Services may be delivered:

• Online (such as tutoring, coaching, or wellness sessions); or
• In person (such as cleaning and other location-based services).

Different cancellation and refund rules apply depending on the type of booking.

A. Instant Services

Once a Partner has accepted the booking or has begun travelling to or delivering the service, the booking cannot be cancelled for a refund.

If no Partner has been assigned, Users may cancel the booking free of charge and receive a full refund.

B. Scheduled Services

Users may cancel scheduled services as follows:

Where a Partner is unable to attend or does not arrive for the booked service, the User will be entitled to a full refund.

If a booking is cancelled by Pluto or by the assigned Partner before the service begins, the User will receive a full refund.

Refunds may be issued in the following circumstances:

• the Partner fails to attend the booked service;
• the booked service cannot be delivered due to the Partner;
• Pluto cancels the booking;
• the User cancels within the permitted cancellation period; or
• where Pluto determines, following investigation, that a refund is appropriate.

Refunds for services purchased using promotional credits, discount vouchers or special offers may be returned as Pluto credits rather than cash, where permitted by applicable law.

If you are dissatisfied with the quality of a service, you should notify Pluto within 24 hours of completion.

Following review, Pluto may, at its discretion:

• arrange a replacement service;
• issue a partial refund;
• issue a full refund; or
• provide Pluto service credits.

Each complaint is reviewed individually, taking into account the circumstances and information provided by both the User and the Partner.

Approved refunds will be processed using the original payment method wherever possible.

Please allow 5–10 business days for refunds to appear in your account, depending on your payment provider or financial institution.

Any concerns regarding cancellations, refunds or service delivery should be reported to Pluto within 48 hours of the scheduled or completed service.

Requests submitted after this period may not be eligible for review.

Pluto reserves the right to refuse refunds or suspend accounts where it reasonably believes that Users have:

• repeatedly abused the cancellation policy;
• engaged in fraudulent activity;
• intentionally misused the Platform; or
• otherwise acted in breach of Pluto's Terms & Conditions.

Neither Pluto nor its Partners shall be liable for delays, interruptions or cancellations resulting from circumstances beyond their reasonable control, including but not limited to:

• severe weather conditions;
• natural disasters;
• public health emergencies;
• acts of terrorism;
• civil unrest;
• government restrictions;
• widespread transport disruption;
• failures of communication networks or utilities; or
• any other unforeseen event beyond reasonable control.

Where possible, Pluto will work with Users and Partners to reschedule affected bookings.

Nothing in this Policy limits or excludes any rights you may have under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and other applicable consumer laws.

If you have any questions regarding this Policy or require assistance with a cancellation or refund, please contact Pluto Support by email at [email protected] or by chat on +44 7901 286606.