Advanced Targeting: Live Conversation cancellation policy

At a glance

This article explains the cancellation policy for Live Conversation sessions recruited with Advanced Targeting, including cancellation fees and how to cancel or reschedule a session.

On this page:

• Our cancellation policy
• Cancellation fees
• How to reschedule or cancel a session
• Related content

Our cancellation policy

In an effort to provide a smooth experience for both customers and participants, we follow a strict policy around cancellations to be considerate of everyone’s time.

If you remove a confirmed participant, miss a scheduled session, or reschedule a participant and they are not able to make another time, this is considered a cancellation, and you will incur a cancellation fee. We ask that you provide at least 24 hours’ notice if you need to cancel or reschedule a session.

Our panel participants must notify you at least 24 hours in advance of any reschedules or cancellations.

Cancellation fees

If you cancel a confirmed participant, miss a scheduled session, or ask a participant to reschedule (and they can’t), a cancellation fee will be charged. The cancellation fee includes:

• 25% of the original incentive, which is sent to the participant
• Our 3% processing fee on all compensation issued

The fee only applies inside the 24-hour window or when a reschedule goes wrong. To stay fee-free:

1. Act early. Cancellations and reschedules made more than 24 hours before the session start incur no fee. If a session is at risk (stakeholder conflict, prototype not ready), make the call the day before, not the day of.

2. Message the participant before offering new times. Ask about their availability first — proposing times they can't make counts as a cancellation even outside the 24-hour window.

3. Add availability that matches what the participant said they can make.

4. Use the Reschedule button on the session, then Send request — the participant gets an email to pick their new slot. Never cancel-and-rebook as a workaround; that registers as a cancellation.

5. Never no-show. If the moderator can't attend and no one can cover, cancel as far ahead as possible — before the 24-hour window if at all achievable.

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