Delivery policy

A Connect is a private video session with the Luminary you booked, for the length shown on the booking page. A Space is a seat in a scheduled group video session run by its host.

Both happen in your web browser. There is no app to install, no file to download and nothing posted to you.

• Immediately, your booking is confirmed. As soon as your payment is confirmed we email you a confirmation naming the session, the time, who it is with and what you paid. That email is your receipt.
• At the scheduled time, the session happens. The call opens 10 minutes before the scheduled start, so you can be there before it begins, and runs for the length that was booked.
• Around it, the chat is open. A Connect’s conversation with your Luminary opens before the session and stays open after it. A Space’s group chat opens shortly before it starts.

From the session’s own page on Vetta — under your Connect or Spaces tab — where a Join button appears once the call is open. The same link is in your confirmation email and in the reminder we send before the session.

Sessions are available anywhere you can reach Vetta with a working internet connection. Times are always shown to you in your own timezone.

• A current web browser on a laptop, desktop, tablet or phone.
• A camera and a microphone, and permission for the browser to use them.
• A stable internet connection. Some corporate or campus networks block video calls; if yours does, try another network.

• The Luminary does not turn up — you are refunded in full, automatically. You do not have to ask.
• The Luminary cancels — every seat is refunded in full, however late the cancellation is.
• Something on our side stops it happening — you are refunded in full.
• It happened but went wrong — report it from the session’s page and somebody here will look at it.

All of that, and what happens when you cancel, is on our cancellation and refund policy.

If you cannot get into a session that you have paid for, write to us straight away — our email and phone number are on Contact us.