Cancellations and Refunds

DRAFT – not legal advice. This text must be reviewed before launch. During the pilot, payments are simulated test transactions and no money moves. Before payment A customer can cancel a job at no cost while it is a draft, open for applications, or assigned but not yet paid for. Students who applied are told the job was cancelled. A student can withdraw an application, or decline an offer, at any time before accepting it. After payment, before work starts The customer can request a refund from the job page. Support reviews the request. A refund is usually approved in full when the job has not started and the student has not travelled or bought anything for it. [Decide whether a late-cancellation amount goes to the student, for example cancellations less than 24 hours before the job.] If a student can no longer do a job they accepted, they should tell the customer in the messages as soon as possible and contact support, who will cancel the job and refund the customer in full. Repeated late cancellations may lead to an account being suspended. Once work is under way Either side can report a problem from the job page. This pauses the job and holds the student's payout. Support reviews the job details, the messages, any photos and the timeline, and may ask both sides for more information. Support then decides to refund the customer in full or in part, to release payment to the student, or to ask both sides to carry on with the job. After the job is completed If the customer has confirmed the job is done, payment is released to the student and refunds are not normally given. If there is a serious problem the customer could not have noticed at the time, contact support as soon as possible. How refunds are paid When live payments start, refunds go back to the card used to pay, through Stripe. Banks can take several working days to show a refund. Your rights This policy does not affect your rights as a consumer under Irish and EU law.