Complaints & Disputes Procedure

How to complain

Email hello@livehowto.co.uk with your username, the booking or session and what happened. For behaviour or safety concerns, you can also use Report on the profile, message or session.

What happens next

• We acknowledge your complaint within 2 working days.
• We look at the booking, payment and session records, and messages if they're part of a report. We hear from both sides.
• We aim to send you a written answer with reasons within 14 days.
• If you're not happy with the answer, reply within 14 days and the founder will review it.

Disputes between customers and Creators

We will help both sides reach a fair outcome. That might be a repeat session or a full or partial refund, in line with the Cancellation & Refunds Policy and your legal rights.

Other options

You can also contact Citizens Advice (0808 223 1133), ask your card provider about a chargeback, or use the small claims court. LiveHowTo is not currently a member of an alternative dispute resolution scheme.