Cancellation Policy

This cancellation policy sets out how cancellations, no-shows and reported incidents for bookings on gingr.ch are handled.

It forms part of the Terms and Conditions and applies together with the Escrow Framework, the Verification Policy and the Privacy Policy.

Scope

This policy applies exclusively to bookings with the Secure Booking label. Only for such bookings does gingr.ch handle payment and refunds via the platform.

For bookings without Secure Booking, for example profiles with only the Verified label where payment takes place off-platform or profiles without any label, gingr.ch is not involved in the reversal. Cancellations and possible refunds are handled directly between the escort and the client.

General principle

This policy applies to all types of bookings (appointments, extensions) and to all cancellation reasons, whether known or unforeseeable. Regardless of the reason, every cancellation is treated under the same rules to ensure fairness and consistency.

Cancellations must be made via the platform to ensure traceability. All times referred to in this policy refer to the local time of the booking location.

Incident reports

Clients and escorts may report incidents during a booking or within 48 hours after it. A report triggers a review by the Safety team. During the review, all payments related to the affected booking are held until a decision has been made.

The following incident types can be reported:

• No-show: one party does not appear at the agreed location and time without prior cancellation or notification.
• Profile mismatch: the person present differs significantly from the profile information on the platform.
• General incident report: any issue or concern arising during the booking that negatively affects the experience of one of the parties.
• Emergency (SOS): in urgent or dangerous situations, either party may trigger the SOS feature on gingr.ch. SOS reports are handled with highest priority and may, in the event of immediate danger, result in the police being alerted.

After completing the review, gingr.ch decides on the basis of the available evidence, in particular chat logs, booking data and, where available, location information. Possible decisions are: full payout to the escort, partial or full refund to the client, retention of payments, disciplinary action against one of the parties.

Definition of a no-show

A no-show occurs when one party does not appear on time at the agreed location and the booking is neither cancelled nor the absence reported within the first 15 minutes.

Cancellation by the client

Cancellation fees depend on the time of cancellation relative to the start of the booking. The scale applies to the total booking amount, including Initial Booking, Extra Services and, for Outcall, Travel Costs.

Cancellation of an open booking request

Free of charge as long as the request has not yet been accepted by the escort.

More than 24 hours before the start

Free cancellation. No payment is due to the escort.

24 to 12 hours before the start

Cancellation fee of 25 per cent of the booking amount. 50 per cent of the cancellation fee, capped at CHF 500, goes to the escort. gingr.ch retains the remainder.

12 to 6 hours before the start

Cancellation fee of 50 per cent of the booking amount. 50 per cent of the cancellation fee, capped at CHF 500, goes to the escort.

6 to 2 hours before the start

Cancellation fee of 60 per cent of the booking amount. 50 per cent of the cancellation fee, capped at CHF 500, goes to the escort.

Less than 2 hours before the start or no-show

Cancellation fee of 100 per cent of the booking amount. 50 per cent of the cancellation fee, capped at CHF 500, goes to the escort.

Early end of the booking by the client

The full booking amount remains due. A refund is only possible in case of an approved incident report.

Extensions

Extensions are standalone bookings. The same cancellation scale applies as for regular bookings. If an extension is ended early, the rules on early termination apply.

Cancellation by the escort

Escorts can cancel bookings without financial cancellation fees. In case of repeated short-notice cancellations, gingr.ch may however apply restrictions, such as reduced grid visibility or a temporary booking suspension.

Early end by the escort

If an incident report is filed, gingr.ch decides after review on any refund. Without an incident report, the client is charged only for the time actually used.

Client no-show

A client no-show is treated as a cancellation less than 2 hours before the start. The full booking amount is charged. 50 per cent of the cancellation fee, capped at CHF 500, goes to the escort.

Special circumstances

Unforeseeable events are treated as special circumstances and reviewed on a case-by-case basis. These include:

• natural disasters
• official orders and travel restrictions
• severe personal emergencies
• epidemics and pandemics
• acute security risks
• unexpected infrastructure issues
• acute illness of the escort or client

Affected users contact support@gingr.ch. Each case is reviewed individually. The regular cancellation fee scale may be suspended or adjusted in recognised special circumstances.

Collection of cancellation fees by payment method

The collection of outstanding cancellation fees depends on the payment method:

• Credit card and TWINT: the cancellation fee is debited automatically.
• Invoice: the original invoice is cancelled and a new, adjusted invoice is issued.
• Account balance: the fee is debited directly from the balance. If the balance is insufficient, the difference is invoiced.
• Cash payment off-platform: gingr.ch first deducts the cancellation fee from the account balance. If the balance is insufficient, the amount is invoiced.

In the event of non-payment, gingr.ch reserves the right to initiate debt collection proceedings. The resulting costs are borne by the defaulting user.

Refunds

Refunds for Secure Booking are processed through escrow.

• For digital payments (credit card, TWINT), refunds are issued automatically to the original payment method.
• For account balance, refunds are credited directly to the balance.
• For invoice payments, the invoice is adjusted or cancelled.
• For cryptocurrencies, any refund is credited to the account balance, not in crypto.

Payout to the escort is only made once all outstanding amounts from a booking have been covered.

Dispute resolution

Users must contact support@gingr.ch within 48 hours of a contested cancellation or refund. After this period, the decision is deemed accepted.

gingr.ch reviews the case based on the available booking data, chat logs and, where applicable, further evidence. The decision is generally communicated to the user in writing and with reasoning within 14 days.

If the dispute cannot be resolved internally, the provisions of the Terms and Conditions on applicable law and place of jurisdiction apply.

Changes to this policy

gingr.ch may amend this cancellation policy if legal requirements, safety needs or the development of the platform require it.

Material changes are announced at least 30 days before they take effect, by email or through a prominent notice on the platform. For bookings confirmed before the new policy takes effect, the version in force at the time of confirmation continues to apply.

Contact

For questions about cancellations or refunds:

Support: support@gingr.ch
Live chat: 24/7 on the platform
Help Center: gingr.ch/en/info

Publisher: Safety & Compliance Unit, G-IT AG
Version 2.0, as of April 2026