1Cancelling a booking
- Either side can cancel from the booking, with a reason, at any time before the start code is entered.
- Requests that are not answered expire on their own and cost nothing.
- Late cancellations, repeated cancellations and no-shows are recorded, lower ranking, and can cost the Trusted tier; they never incur a fee to us.
- Workers may decline unsafe work without penalty.
2Meet & Collect
When you pay in person, no refund is processed by us because no money passed through the platform. Any disagreement about work done or money paid is handled as a dispute from the booking, and our decision can require the final price to be corrected in the record.
3Online advances and full payments
Money paid online is held in escrow until the job is confirmed complete. It is returned as follows:
- Cancelled by the customer before acceptance, or by the worker at any time: the full amount, including the convenience fee and gateway charge, is refunded.
- Cancelled by the customer after acceptance and before the start code: the advance is refunded in full.
- Cancelled by the customer after the start code has been entered: treated as a dispute, with the amount decided on the work done.
- Job confirmed complete by both sides: the escrow is released to the worker and is no longer refundable, except through the dispute process within the dispute window.
4Marketplace orders and rentals
- Goods paid online may be cancelled until the seller marks them handed over; after handover, a refund requires a dispute showing the item was not as described.
- Rental deposits are returned within 48 hours of a confirmed return, less any damage agreed through the handover checklist or decided in a dispute.
- Rental bookings cancelled 24 hours or more before the start are refunded in full; later cancellations may forfeit one day's rate to the owner.
5How and when refunds are paid
Refunds go to the original payment method through our payment gateway, normally within 5 to 7 working days of the decision, and never later than the timelines the E-Commerce Rules require. You will see the refund in the booking's payment record and receive a notification. Wallet balances can be withdrawn to your bank account at any time.
6Disputes
Open a dispute from the booking within the dispute window shown there. Provide photos, the chat and what you want. Support acknowledges within 24 hours and decides within 15 days; escrow stays held until then. Decisions can be appealed once with new evidence, as described on the Grievance Redressal page.