Cancellation Policy

• Within 15 minutes of booking: always free, whatever the timing and whether or not a Tasker has accepted. If you booked by mistake — wrong Tasker, wrong address, wrong time — you have a quarter of an hour to undo it at no cost.
• Before a Tasker has accepted your booking: cancel any time, completely free — whatever the timing. No fee applies and the payment hold is released in full, because no Tasker has reserved time for you. A cancellation charge only ever becomes possible once a Tasker accepts.
• After a Tasker has accepted, more than 24 hours before the scheduled service start time: cancel free of charge. No fee applies and the payment hold is released, so you are not charged.
• After a Tasker has accepted, within 24 hours before the scheduled service start time: you are charged your Tasker's minimum booking time, not the full booking cost. This covers the Tasker for a slot they reserved and can no longer fill, while making sure you are not billed for a job that never went ahead. Your Tasker's minimum booking time is shown on their profile. Where your booking is already only that minimum length, the minimum is the whole booking cost. This charge does not affect your statutory right to cancel, described in section 4.
• If you don't cancel and aren't available when the Tasker arrives, contact our support team. Missed appointments are reviewed case by case, and a charge may apply following that review.

• A Tasker may cancel a booking before the Task starts. If they do, you are not charged and any hold is released or refunded.
• If a Tasker does not attend, you are not charged for work not done.
• We will help you find an alternative Tasker where possible.
• We record Tasker cancellations and no-shows. Repeated cancellations or no-shows may lead to account review, suspension, or removal.

Instead of cancelling, you may be able to reschedule from the Task Details page, subject to Tasker availability. Rescheduling does not incur a charge.

Where a refund is due, it is returned to your original payment method. The amount depends on the timing and circumstances of the cancellation.

Your right to cancel within 14 days. If you are a consumer, UK consumer law (the Consumer Contracts Regulations 2013) generally gives you the right to cancel a Booking within 14 days, starting the day after the Booking is made, without giving a reason. This right is in addition to this policy.

How to cancel. You can cancel a Booking before the Task starts using Cancel on the Booking in the app or on the website. You can also tell our support team, through the support and help section, that you want to cancel; you do not have to give a reason.

Tasks scheduled within the 14 days. Many Tasks are booked for a date inside those 14 days. We do not ask you to give up your right to cancel when you book, and your Tasker will attend on the date you chose unless you cancel. If you cancel within the 14 days and a charge under section 1 is taken, or you believe the law entitles you to a refund for any other reason, contact our support team: we will review your request against your statutory rights and refund any amount you are entitled to. A refund due under your statutory right is made within 14 days of you telling us that you have cancelled.

Nothing in this policy affects your statutory rights as a consumer.

The complete cancellation terms and your statutory cancellation rights are set out in our Terms & Conditions. If you have any questions about a cancellation or refund, please contact our support team through the support and help section.