Before an offer is accepted
Either side can walk away at any time, at no cost. No payment has been taken.
After an offer is accepted
Customer cancels more than 24 hours before the agreed time: full refund of the held amount.
Customer cancels within 24 hours: the provider may claim reasonable costs already incurred, such as travel or materials, evidenced in the task thread.
Provider cancels: the customer is refunded in full. Repeated late cancellations affect the provider’s completion rate and standing.
Nobody turns up: raise it in the thread the same day and contact support. Funds stay held until it is resolved.
Part-completed work
If work has started and cannot be finished, agree a fair partial amount in the thread. If you cannot agree, support will review the thread and evidence from both sides.
Weather and access
Outdoor work delayed by weather, or work blocked because access was not available, should be rescheduled rather than cancelled where possible.