Cancellations, rescheduling, and refunds

We understand that schedules can change. Here’s how to handle cancellations or rescheduling to keep things smooth and fair for both you and your participants.

If you need to cancel or reschedule more than 24 hours before the call

• Notify the participant early: Please give at least 24 hours’ notice if you need to cancel or change the time.

• Rescheduling: You can suggest a new time, and the participant is encouraged to accommodate when possible.

• If the participant declines: The connection will be canceled with no fees or penalties, and you can simply choose a new participant from your applicant pool.
  
  

If you need to cancel or reschedule within 24 hours of the call

• Notify the participant immediately: Even with short notice, reach out in the chat to explain and try to find a new time.

• Participant’s choice: The participant can decide whether to accept or decline your new time.

• If they decline or you miss the call: Canceling less than 3 hours before the start time or not showing up makes you responsible for the participant’s incentive.
  
  

If a participant marked the call as attended by mistake

• Report it quickly: If a participant marks a call as attended by error, please email us within 2 days so we can cancel the connection and prevent autocharging.

• After 2 days: If no report is made, the payment will be processed automatically.
  
  

Additional notes

• If you picked the wrong participant by mistake: Promptly contact hello@appstoreresearch.com, and our team will help you unselect them.

• If a participant’s performance doesn’t meet your reasonable expectations during the call, you can end the interview within the first 10 minutes, and you won’t be charged for the incentive.

By communicating early and rescheduling when possible, you help maintain a positive experience for both you and your participants. If you ever need help or a cancellation exception, reach out anytime.