Cancellation & refunds — pre-launch policy

Before payment

If a provider declines a request, a booking is cancelled before payment, or a checkout is abandoned or fails, the platform does not treat the job as successfully paid.

After work completion

The provider submits the final job amount and completion evidence, and the customer is asked to approve the amount before secure payment. If you believe the amount or job status is incorrect, contact support before completing payment where possible.

Refund requests

During pre-launch testing, refund requests are reviewed by the Need a Hand? support/finance team. Where a full refund is approved, the platform initiates it back through the original payment flow. Bank or card processing times can vary after a refund has been initiated.

Service disputes

For workmanship, non-performance, damage, safety or other service concerns, contact hello@needahand.au with the booking reference and relevant details. The platform may use booking messages, status events and completion evidence to investigate the issue.

Consumer rights

This process does not limit rights or remedies that apply under Australian consumer law.

Pre-launch draft: cancellation windows, no-show rules and any future cancellation fees must be finalised and legally reviewed before public launch.