Refund & Cancellation Policy

1. What this covers

This policy covers bookings made through JobTackl and forms part of the Terms of Service.

The contract for the work is between the customer and the provider. JobTackl operates the payment flow, applies this policy, and runs the dispute process — but we are not the party carrying out the job.

2. How payment works

Payments are processed by Stripe. JobTackl does not store card numbers.

Provider payment is released after the job is confirmed complete, or automatically after 48 hours if no dispute has been raised.

1. The customer pays when confirming the booking, processed securely through Stripe.
2. The provider transfer is not initiated straight away — JobTackl controls when it is released.
3. Confirming the job is complete releases the provider payment, and can release it earlier.
4. If there is no confirmation and no dispute, release happens automatically 48 hours after the scheduled completion time.
5. Raising an eligible dispute before release pauses automatic release while the matter is reviewed.

Stripe processing, settlement and bank arrival times mean a provider may receive the money in their bank after the release decision has been made.

Customers pay a 10% booking fee on top of the service price, shown before the booking is confirmed. Providers join free and pay 0% commission at launch.

3. Cancellation terms

These terms apply to every booking and are shown before you confirm one.

These are the standard outcomes. Statutory rights, exceptional circumstances, safety concerns and an upheld dispute may require a different result.

4. If a customer cancels

More than 24 hours before the booking

You receive a full refund, including the booking fee. There is enough notice for the provider to fill the slot, so nobody loses out.

Within 24 hours of the booking

50% of the service price is refunded. The remaining 50% is paid to the provider as cancellation compensation, because they have held the time and most likely turned down other work. The booking fee is non-refundable in this case.

This split is intended as a fair reflection of the provider’s actual loss, not a penalty.

5. If a provider cancels

The customer receives a full refund of the service price and of the booking fee, however late the cancellation comes. A provider cancelling is never the customer’s cost to bear.

We may be able to help find a replacement provider, but we cannot guarantee one will always be available at short notice.

Repeated or last-minute provider cancellations affect standing on the platform and may lead to removal, as set out in the Provider Standards.

6. No-shows and work already started

If the provider does not turn up without reasonable notice, this is treated as a provider cancellation: full refund of the service price and the booking fee.

If the customer does not attend, or work has already begun, there is no automatic refund. The provider has travelled, held the time, or already started the job, so no refund is issued automatically.

You can still raise a dispute, which is reviewed on its facts. Safety issues, fraud, misrepresentation, service failure and statutory consumer rights are always considered — a refund is never ruled out simply because work had started.

Where there is genuine disagreement about what happened, raise a dispute and we will review the platform record — messages, timings and the arrangements agreed.

7. If the work is unsatisfactory

Raise it with the provider first. Most problems are resolved fastest by the person who did the work.

Under the Consumer Rights Act 2015, a service must be carried out with reasonable care and skill. Where it has not been, you are generally entitled to have it put right or, if that is not possible or is not done within a reasonable time, to a price reduction.

1. Raise it with the provider through the platform.
2. Give the provider a fair opportunity to put it right.
3. If it is still unresolved, raise a dispute before confirming completion. Confirming completion releases payment.
4. We review the evidence from both sides and determine an outcome, which may include a full or partial refund.

Dissatisfaction with something that was never part of the agreed scope is not grounds for a refund. Agree changes before work happens, as the Customer Standards set out.

8. The dispute process

Raising a dispute before confirming completion holds the funds while we look into it. Our process:

1. You raise the dispute through the platform, describing what happened.
2. We acknowledge it and tell the other party.
3. Both sides are given the opportunity to explain and provide evidence.
4. We review the platform record — the agreed scope, messages, timings and any photographs.
5. We determine an outcome and, where a refund is due, arrange it through Stripe.

We aim to acknowledge a dispute within 2 business days. Each party will normally have 5 calendar days to provide requested evidence. Once we have the evidence needed, we aim to decide the dispute within 10 business days. If a complex case needs longer, we will explain why, provide a revised timeframe and keep both parties updated. Urgent safety concerns are escalated immediately.

We mediate and decide how held funds are released. We are not an arbitrator, and our decision does not remove either party’s right to pursue the matter through the courts.

9. Your statutory rights

Nothing in this policy removes or limits your rights as a consumer. In particular:

• Services must be performed with reasonable care and skill (Consumer Rights Act 2015).
• Where no price was agreed, a reasonable price applies.
• Distance service contracts generally carry a 14-day cancellation right. If a booking will start in that period, we ask you to expressly request early performance and acknowledge that the right is lost once the service is fully performed. If you cancel after work has started but before it is complete, you may be charged a reasonable proportion for what has actually been supplied. These statutory rules take priority over the standard cancellation outcomes above.

10. How refunds are paid

Refunds are made through Stripe, to the original payment method. We cannot refund to a different card or account.

We submit an approved refund to Stripe within 5 business days, unless the law requires a shorter timeframe. We send confirmation when it has been submitted. Stripe advises that the customer's bank will usually display the refund within a further 5–10 business days, although the exact timing is controlled by the bank.

The 10% booking fee is refunded in full whenever the provider cancels, and whenever a customer cancels with more than 24 hours’ notice. It is not refunded on a late customer cancellation.

11. External dispute resolution

JobTackl is not currently subscribed to a specific alternative dispute resolution or ombudsman scheme. If our internal process does not resolve a complaint, you may seek independent advice or consider mediation, arbitration or court proceedings. We will review accredited ADR options before marketplace trading begins. Nothing in this policy restricts your statutory rights or access to the courts.

12. Chargebacks

Please raise a dispute with us before starting a chargeback with your bank. A chargeback freezes funds and usually takes far longer than resolving it directly. Chargebacks raised in bad faith — for work genuinely delivered as agreed — may result in account action.

13. Questions about a refund

Email accounts@jobtackl.com for billing and refund queries, or use Report a Problem to raise a dispute about a specific booking.