Cancellation and Refund Policy

We're growing the network. Right now every booking is free and no payment is taken: advertisers are charged nothing and nothing is paid out. Every screen that joins makes the network more valuable for everyone on it, and meanwhile a screen owner can advertise their own business free on the other screens. Paid ad time opens once the network reaches 50 screens and payments are set up. What this article says about paying and getting paid describes how paid bookings work from then.

Learn about our cancellation process and how refunds work.

Refund Eligibility

Before the ad first plays

• Refund: Everything you paid — screen time and its processing line (card processing, or PayPal processing if you paid with PayPal)
• Until when: Until the first play is counted or the first hour you booked begins, whichever comes first
• Process: Cancel the booking; the refund is sent automatically
• Funds return: The way you paid — to your PayPal account, or to your card within 5-10 business days depending on your bank

After the ad has started

• Cancelling: No longer possible
• Missed plays: Any plays that don't run are refunded automatically when the booking ends — their share of the screen-time price
• Hours given back: If the venue releases hours you booked, those hours are refunded (before your ad first plays, your processing fee comes back too)

Screen Owner Cancellation

• Declined: The venue can decline your booking until it first plays; you get a full refund, automatically
• Not approved in time: On a screen whose owner approves each booking, one that isn't approved within 24 hours is cancelled and refunded in full
• Notification: You're told in the app and by email, with the venue's reason

If Our Team Cancels a Booking

• Refund: Everything you paid that hasn't already been refunded — screen time and card processing — even if the ad has already started playing
• Process: Automatic; the refund is sent without you doing anything
• Notification: You're told in the app and by email, with any note from our team

How to Cancel a Booking

Advertisers

1. Go to My campaigns (your dashboard, /dashboard)
2. Click the booking you want to cancel
3. Click Cancel · full refund — the button shows the amount
4. Confirm with Cancel and refund
5. The refund is sent automatically

Screen Owners

1. Open the booking — from your calendar, the day's page, the screen's page, or its notification (/my-screens/bookings/:id)
2. Click Decline
3. Tell the advertiser why (required)
4. Click Decline and refund
5. The advertiser is refunded in full, from your balance

Once an ad has started you can't decline it, but you can give back hours that haven't played yet from the booking's page; the advertiser is refunded for those hours.

Refund Processing Times

A refund goes back the way you paid, through the service that took your payment: