Cancellation and Refund Policy
Clear rules for both sides when plans change.
1. Customer cancellations
- More than 24 hours before the scheduled start time: the booking is cancelled at no cost and refunded in full.
- Within 24 hours of the scheduled start time: a late-cancellation fee of up to 50% of the booking total may be retained and paid to the provider to compensate the reserved time slot. The remainder is refunded.
- After the provider has arrived on site: the booking is treated as a late cancellation and the trip may be charged in full, at the provider’s discretion.
- Cancellations must be made from the booking screen so the timestamp is recorded. A cancellation agreed only by chat is not a cancellation.
2. Provider cancellations and no-shows
- If a provider cancels for any reason, the customer receives a 100% refund and TaskHub AI retains no commission.
- If a provider does not arrive within 30 minutes of the scheduled start and does not communicate, it is recorded as a no-show: the customer receives a 100% refund and the incident is added to the provider’s record.
- We will offer to rebook the customer with an available provider in the same category whenever possible.
- Repeated cancellations or no-shows lead to loss of the verified badge, suspension, or removal from the platform.
3. Rescheduling
Either party may propose a new date and time through the booking chat. A reschedule agreed more than 24 hours in advance and accepted by both parties carries no fee. A booking may be rescheduled twice; after that it must be cancelled and rebooked.
4. Weather, emergencies and force majeure
Severe weather, a medical emergency, a documented accident or an official order that makes the work unsafe or illegal allows either party to cancel without penalty. Outdoor categories such as lawn care are frequently affected; in those cases we prioritize rescheduling over refunding.
5. Incomplete or unsatisfactory work
If the work was started but not finished, or differs materially from what was booked, do not cancel the booking. Open a dispute instead, so the funds stay held while we review it. Possible outcomes are a proportional partial refund, a full refund, or completion of the job at no extra cost.
6. How to request a refund
- Open the booking in your dashboard.
- Choose "Report a problem" to open a dispute, or cancel if the service has not happened yet.
- Explain what happened and attach photos if you have them.
- Disputes must be opened within 7 calendar days of the scheduled service.
- We aim to give a first response within 2 business days and a decision within 7 business days.
- Approved refunds are returned to the original payment method and typically appear within 5–10 business days.
7. Non-refundable situations
- The service was delivered as described and the complaint is about a change of mind.
- The customer was not present and did not provide agreed access, so the provider could not work.
- The address or the description of the work given at booking was inaccurate and made the job impossible as priced.
- The problem was reported more than 7 calendar days after the scheduled service.
- The payment was made outside the platform.
Template for review, not legal advice
This document was prepared as a working template for a US marketplace with intermediated payments. The percentages, time windows and tax statements are configurable defaults and must be reviewed by a licensed attorney in your state before the platform processes real payments.