Onja Satisfaction Guarantee
For eligible classes, tours and experiences bought through Onja, we stand between you and the provider. If the service materially differs from the approved listing, you can claim a remedy.
How a claim works
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Start the claim
Open your booking and choose Submit a claim.
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Tell us what happened
Describe what happened and attach evidence.
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Both sides are reviewed
The provider responds; an Onja claims specialist reviews both sides.
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Resolution
Resolution may be a correction, a replacement session, a reschedule, a partial or full refund, a credit, or an alternative, per the published terms.
Submit a claim
Use the booking reference from your confirmation email. An Onja claims specialist reviews every claim.
Physical activities carry inherent risks no platform can eliminate. The guarantee covers the delivery of the service, not the absence of accidents. Final wording must be reviewed by a qualified Canadian or Quebec lawyer.
Frequently asked questions
Submit your claim as soon as possible after the class, tour or experience, from the booking in your account. Claims are easiest to assess while the details and evidence are still fresh.
Your booking reference, photos or screenshots, messages with the provider, and a short description of how the service differed from the approved listing. The provider also gets to respond before any decision is made.
Once the provider has responded, an Onja claims specialist reviews both sides and follows up. Depending on the case, the resolution may be a correction, a replacement session, a reschedule, a partial or full refund, or a credit, per the published terms.