Cancellation and Refund Policy
This policy describes the platform process. It does not remove rights available under the Australian Consumer Law or payment-provider rules.
Before payment
An open task may generally be cancelled without a task refund because no task payment has been captured. A task with offers or protected records may be retained rather than deleted.
After payment is secured
Use the in-app cancellation request. The other party may accept, reject or provide evidence. Do not arrange a separate refund outside the platform. We may pause release while the request is reviewed.
How outcomes are assessed
We consider notice given, agreed timing and scope, messages, photos, attendance, work completed, materials or reasonable costs, safety concerns, prior cancellations, payment-provider status and applicable law. A full refund, partial refund, Helper compensation, cancellation fee or no refund may result. The app must show any proposed amount before final confirmation where practicable.
No show, unsafe work and material breach
Report the issue promptly and preserve platform evidence. Safety reports may be prioritised. A report does not automatically prove fault; both parties may be asked to respond.
Chargebacks
Contact support before starting a card chargeback so the platform can investigate. Fraudulent or duplicate chargebacks may lead to account restrictions, but this does not prevent a lawful payment dispute.
Timing
We aim to acknowledge a complete request within two business days. Straightforward cases are generally targeted for an outcome within 10 business days; complex, provider or law-enforcement matters can take longer. Bank processing times apply after a refund is issued.
Appeal
You may submit one appeal with new evidence or identify a material error. A different authorised administrator should review the appeal where practicable.