This policy is part of the Terms of Service. It explains what happens if a booking is cancelled and when you can get a refund. Prices are in Canadian dollars.
1. If a customer cancels
Free: cancel before a Tradesperson accepts your job, or before you accept a quote.
Free: cancel more than 24 hours before the scheduled start time.
Within 24 hours of the start time: a cancellation fee of 25% of the quoted price. If there is no quote, it is 25% of the job budget.
After the Tradesperson is on the way or has arrived: a call-out fee equal to one hour at the Tradesperson's rate. For flat-rate jobs the call-out fee is 25% of the flat price.
After work has started: you pay for the hours already worked and any materials already bought for the job.
Emergency jobs: free until a Tradesperson accepts and is dispatched. After that, the call-out fee above applies.
If nobody can reach you or get access to the site when the Tradesperson arrives, the booking is treated as cancelled after arrival and the call-out fee applies. Cancellation and call-out fees go to the Tradesperson, less our commission.
2. If a Tradesperson cancels or does not show up
The customer gets a full refund, including service fees.
We record the cancellation. Repeated cancellations or no-shows can lead to a warning, loss of access to jobs, or suspension.
We may withhold or reverse the Tradesperson's payout for that job.
3. When you get a refund
Full refund, including the service fee: a free cancellation, a Tradesperson no-show or cancellation, or a job that cannot be done.
Work not as agreed: report it in the app (Report an Issue) within 48 hours of the job being marked complete, with photos. We review within 5 business days. The result can be a full refund, a partial refund, or the Tradesperson returning to fix the work.
Materials: non-returnable materials already bought for the job stay payable by the customer.
Refunds go back to the original payment method, usually within 5 to 10 business days after approval, depending on your bank or card company.
4. Changes to the job
If the scope, hours or materials change, both sides must agree to the new price in the app before the extra work starts. Customers are not charged for extra work they did not agree to in the app.
5. Disputes and chargebacks
Please contact us through Report an Issue before disputing a payment with your bank, so we can fix it faster. We may pause payouts for a job while a dispute is under review. Our decisions are made in good faith and do not limit your legal rights.
6. Your legal rights
Nothing in this policy limits rights you have under consumer protection law, including any cancellation rights that apply to certain contracts, such as those signed at your home.