Draft — pending legal review
Customer cancellations
You can cancel a scheduled booking from your booking page. Cancellations well before the appointment are refunded in full. Late cancellations may be subject to a fee set out in the provider's quote conditions, where allowed by law.
Provider cancellations and no-shows
If a provider cancels or doesn't show up, you're refunded in full and we can help you find another provider. Repeated cancellations affect a provider's standing.
Weather and emergencies
Snow, storms and genuine emergencies happen. Bookings affected by weather can be rescheduled or cancelled without penalty for either side.
Incomplete or poor work
Use “Report a problem” on the booking. We'll review evidence from both sides and may arrange a partial or full refund or a return visit.
Duplicate charges
Duplicate charges are refunded in full as soon as they're confirmed.
Recurring services
Each visit of a recurring arrangement can be cancelled individually; ending the arrangement doesn't affect visits already completed.
Appeals
If you disagree with a decision, reply to the case email within 30 days and a different team member will review it.