Essentially, when you reserve a person's time for a call, you are buying just that -- their time -- and we can guarantee that you get the allotted time during the ECN call. You will not be charged for that time until your call is completed. However, the actual content of the call depends on many factors and so the ECN system does not allow for refunds.
If we could put the expert's time back on the shelf for the next customer that comes along, then we would do so and be in a position to issue refunds. (Of course, if we could do
THAT, we might be in a whole different line of business altogether). Most ECNs offer a Q&A feature so if you'd like to warm up to a particular expert and understand more than you can glean by looking at the expert's profile, you might want to start by posting a public question to the expert on the "Ask a Question" section of the expert's profile.