Help and support

Questions about a booking, your account or listing your classes? Start here. If you can't find what you need, email us and a real person will reply.

Bookings and cancellations

How do I cancel a booking?

Open the YUGI app, go to My Bookings, find the booking and tap Cancel Booking. The app shows you what you'll get back before you confirm.

Will I get a refund?

• Cancel 24 hours or more before the class: you get the class price back. The £1.99 service fee isn't refunded.
• Cancel less than 24 hours before: no refund is due.
• The provider cancels the class: you get a full refund, including the £1.99 service fee.
• The provider changes the venue, date or time: you can cancel for a full refund, including the service fee, at any time before the class starts.
• Free classes: there's nothing to pay, so cancelling simply frees your place for another family.

Refunds go back to the card you paid with, and usually reach you within 5 to 10 working days.

Something went wrong at a class

Email support@yugiapp.ai within 48 hours of the class, with your booking number and what happened. We hold payments to providers for 3 working days after each class, so we can look into it before anyone is paid.

Your account

I've forgotten my password

Tap Forgot password on the sign-in screen and we'll email you a reset link. If it doesn't arrive within a few minutes, check your junk or spam folder.

I didn't get my confirmation email

Check your junk or spam folder first. If it isn't there, email us from the address you signed up with and we'll help.

How do I delete my account?

You can delete your account in the app, from your account settings. We keep some booking records for a period after deletion where the law requires it; our privacy policy explains what we keep and why.

Your data

To ask for a copy of your data, or for anything else about how we use it, email support@yugiapp.ai. Our privacy policy sets out your rights in full.

For providers

Listing a class

Providers list classes in the YUGI app. Taught classes need your public liability insurance approved before parents can see them, and drop-off activities also need an Enhanced DBS certificate. We usually review documents within 48 hours.

Getting paid

Before you list a paid class, you'll set up payouts through Stripe in the app. After each class, your earnings are held for 3 working days, then sent to your Stripe account automatically. YUGI keeps a 10% commission on paid bookings, and you'll see exactly what you receive before you publish.

Safety concerns

If a child is in immediate danger, call 999.

If you're worried about a class, a listing or a provider, email support@yugiapp.ai with as much detail as you can. We take every report seriously and can remove a listing while we look into it.