Refund & Cancellation Policy

1. Customer Cancellations

• 24+ hours before service: Free cancellation, full refund
• 2–24 hours before service: 50% cancellation fee applies
• Under 2 hours / no-show: No refund — 100% charge applies

2. Rescheduling

• Free rescheduling up to 24 hours before the booking, subject to provider availability
• Maximum 2 reschedules per booking
• Rescheduling within 24 hours is at the service provider's discretion

3. Provider Cancellations

• If a provider cancels, you receive a full refund
• We will attempt to find a replacement provider at no extra cost
• Repeated provider cancellations may result in account suspension

4. Refund Eligibility

You are entitled to a full refund if:

• The provider fails to attend a confirmed booking
• The service delivered is materially different from what was booked
• You cancel within the free cancellation window
• There is a duplicate payment or processing error

5. Quality Disputes

Contact us within 48 hours of service completion:

• Email [email protected] with your booking reference and any photos/evidence
• We will investigate and respond within 5 working days
• Refunds following disputes are at our reasonable discretion after reviewing the facts

6. Non-Refundable Situations

• Change of mind after a service has been completed
• Dissatisfaction based on personal preference where service was delivered as described
• No-show or inaccessible property
• Refund requests made more than 48 hours after completion without good reason

7. How Refunds Work

• Refunds are processed via Stripe to your original payment method
• Typically 5–10 business days depending on your bank
• We cannot redirect refunds to a different card or account

8. Chargebacks

Please contact us before raising a chargeback with your bank. Unwarranted chargebacks may result in account suspension. We cooperate fully with Stripe's dispute resolution process.

9. Contact

📧 [email protected] — include your booking reference for faster resolution.