Conversation & Cancellation Policy

This applies to the optional, paid 15-minute follow-up conversations an expert can offer after answering your question. You agree to it when you request a conversation.

Payment, cancellation and no-shows

• Your card is held when you request the conversation. You are charged only after it takes place.
• The expert has 24 hours to confirm a time. If they decline or don’t respond, your hold is released and you are not charged.
• You can cancel for free until 24 hours before the conversation. Cancelling later, or not joining, is charged in full, unless something went wrong on our side or the expert’s. Tell us within 24 hours and we’ll review it.
• If the expert cancels or doesn’t join, you are not charged. If technical problems prevent your conversation from taking place, either of you may request a new time at no additional charge, subject to the rescheduling rules on the Conversation & Cancellation Policy page. If the conversation has substantially taken place, the normal completion and payment policies apply.
• After the conversation we’ll ask you to confirm it took place. If you report a problem, we hold the charge and review it. If we don’t hear from you, your card is charged about a day after it ends.
• The conversation is the expert’s own opinion. A conversation that didn’t take place isn’t charged, but disagreeing with the advice isn’t a reason for a refund.
• The conversation lasts 15 minutes from the scheduled start. The room stays open for 5 minutes after that, then closes.

Privacy

• Your email address isn’t shared by Drop Me A Question.
• The conversation takes place on Drop Me A Question as an audio call with an optional camera. You appear as “Guest”, and it isn’t recorded. Our video provider carries the call.

If something goes wrong

If technical problems prevent a conversation from taking place, open Having trouble connecting? on the conversation screen, try the basics, and request a new time at no additional charge if it still doesn't work. If something else went wrong, use Report a problem on your conversation page. We hold the charge, review what happened and decide. If a charge was made and you think it shouldn't have been, email hello@dropmeaquestion.com within 24 hours with the question number and we'll review it.

Requesting a new time

Either of you can request a new time, at no additional charge, only when all of these are true:

• The conversation has started and the room hasn't closed yet (it closes 5 minutes after the scheduled end).
• You've had less than 2 minutes together. If you were connected together for longer, use Report a problem instead and we'll review it.
• For the person who booked: the expert hasn't been waiting alone in the room for 2 minutes or more. That is treated as a missed conversation, not a technical problem.

If you had 10 minutes or more together, the conversation is treated as having taken place and the normal completion and payment rules apply. Requesting a new time cancels this booking and releases the hold on the card; a new booking can then be requested if the 14-day period after the answer is still open. If a connection problem happens close to the end of that period, one replacement booking is allowed for 7 days after the failure.

Policy version 2026-10-v9-dmq.