Refund Policy

This Refund Policy explains how refunds are handled for bookings made through the Find My Helper platform.

All payments on the Platform are processed through a secure third-party payment provider and held in an escrow system until the service has been completed or cancelled.

This policy applies to all Customers, Suppliers, and Businesses (the “User”) using the Platform.

Effective date: 15 March 2026

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1. How Payments Work

When a Customer requests a booking through the Platform, payment is made at the time the request is submitted.

The payment consists of:

• Service Amount – the amount charged by the Provider
• Booking Fee – the platform fee charged by Find My Helper

These funds are held securely in escrow until the booking is either accepted, declined, cancelled, or completed.

2. Provider Declines the Booking

If the Provider declines the booking request:

• The Service Amount will be refunded
• Booking Fee retained to settle transaction fees

Refunds are processed automatically through the payment provider.

3. Provider Does Not Respond

If a Provider does not respond to a booking request within the allowed response period, the booking may expire.

In this case:

• The Service Amount will be refunded
• Booking Fee retained to settle transaction fees

4. Customer Cancels Before Acceptance

If a Customer cancels a booking request before the Provider accepts the booking:

• The Service Amount will be refunded
• Booking Fee retained to settle transaction fees

5. Customer Cancels After Acceptance

If a Customer cancels a booking after the Provider has accepted the booking:

• The Service Amount will be refunded
• Booking Fee will be retained to settle transaction fees

The Booking Fee compensates the Platform for facilitating the booking and payment process.

6. Completed Bookings

Once a service has been completed and the Customer confirms completion in the Platform, escrow funds are released.

After funds have been released:

• The Provider receives the Service Amount
• Find My Helper receives the Booking Fee

Refunds are generally not available once funds have been released following service completion.

7. Automatic Escrow Release

If a Customer does not confirm job completion within the defined period after the service date, the Platform may automatically release escrow funds.

This protects Providers from indefinite payment holds.

8. Payment Processing Times

Refunds are processed through the third-party payment provider.

Depending on the Customer’s bank or card provider, it may take several business days for refunded funds to appear in the Customer’s account.

9. Fraud Prevention

Find My Helper reserves the right to investigate refund requests in cases of suspected fraud, misuse of the Platform, or violations of the Terms and Conditions.

10. Contact Support