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The Zervia First-Session Guarantee
Don't love your first session? It's on us.
Trying a new tutor, stylist, or massage therapist shouldn't feel like a gamble. If your first session with a new provider isn't right, we'll refund you in full — and the provider still gets paid.
How it works
Three simple steps. No forms, no fine print, no phone calls.
Step 1
Book your first session
Book any first session with a provider you've never used before in a covered category — tutoring, beauty, massage, fitness, caregiving, or cooking.
Step 2
Not the right fit?
If the session isn't what you hoped for, tap "Request guarantee refund" from your booking within 48 hours and tell us what happened in a sentence or two.
Step 3
Full refund, no drama
We refund you in full within 5 business days. The provider still gets paid for their time — the cost comes from Zervia, not from them.
What's covered
Your first session with a new provider
The first completed booking you ever make with a given provider, in a covered category. The session must be marked complete.
The full session price
You get back everything you paid for the session itself. Platform fees are included in the refund.
What's not covered
Repeat bookings
Once you've had a session with a provider, you know what to expect — the guarantee is for first sessions only.
No-shows and late cancellations
If you didn't show up or cancelled after the provider's cancellation window, standard cancellation terms apply instead.
Products and materials
Physical goods, supplies, or materials purchased as part of the session are refunded under our standard refunds policy, not this guarantee.
Fair-use rules
This guarantee is real — and it only works if it's fair to everyone. Here's the deal:
- 1
One guarantee claim per customer per category. Try tutoring risk-free, then try massage risk-free — but you can't claim twice for tutoring.
- 2
Claims must be filed within 48 hours of the session being marked complete. After that, our standard dispute process applies.
- 3
The session must be completed and paid through Zervia. Off-platform arrangements aren't covered.
- 4
We review every claim. Patterns of abuse — like booking only to claim refunds — will result in losing guarantee eligibility.
Providers: this protects you too
When a customer claims the guarantee, Zervia pays the refund — not you. You still get paid in full for the session. We'd rather absorb the occasional cost than have customers afraid to try someone new. New providers get more first bookings, and great providers turn them into regulars.
Learn about becoming a provider →Try someone new, risk-free
The worst that happens is a free lesson in what you actually want.