Cancellation & Refund Policy

Last updated: 17 August 2026 Effective from: 7 August 2026

1. About this Policy

This Cancellation & Refund Policy ("Policy") sets out:

• when a Customer can cancel a job and what refund applies
• when a Jobber can cancel a job and what consequences follow
• when bob-o-job may cancel or pause a job
• how refunds and payouts are processed

It forms part of our Customer Terms (for Customers) and Jobber Terms (for Jobbers). Words used here have the same meaning as in those documents.

This Policy does not override your statutory consumer rights.

2. Quick reference: cancellation by Customer

If you are a Customer and you cancel a job, the refund you receive and any payment to the Jobber depend on the stage the job is at when you cancel.

The Jobber payment percentages above are calculated against the job price the Customer paid — that is what you are charged.

What the Jobber actually receives is less. Our standard platform fee applies to their share, exactly as it would on a completed job. So on a £100 two-hour job cancelled an hour after your Jobber started, you are charged about £52 and the Jobber receives about £44. The difference is our fee for handling the booking, the payment and the cancellation. The one exception is a Customer no-show (Section 10.1), where we take no fee at all and the Jobber receives the whole amount.

The detail and edge cases are set out in Sections 3 to 6.

3. Cancellation by the Customer

3.1 How to cancel

You can cancel a job through the Platform at any time up until the Jobber marks the work finished — in the Customer App, go to the job and tap Cancel job. Confirm the cancellation when prompted.

Once the Jobber has marked the work finished and the job is waiting for you to confirm it, cancellation is no longer available. If you are unhappy with the work at that point, use Report a problem on the job instead: we hold your payment while we review, and a dispute can result in a full or partial refund. This is deliberate — cancelling a finished job would charge you in full while removing your right to have the work reviewed.

3.2 Refund and payout by stage

3.2.1 No Jobber assigned yet

• Customer refund: 100% of the price paid
• Jobber receives: nothing — no Jobber has been matched yet

At this stage your card has only ever been authorised, never charged, so there is nothing for us to refund: we release the authorisation and the pending amount drops off your statement. How that works, and what happens in the rarer case where money really had been taken, is in Section 8.2.

3.2.2 Jobber assigned but not on their way

A Jobber has accepted the job but has not yet started travelling to the location.

• Customer refund: 100% of the price paid
• Jobber receives: nothing
• Jobber reliability: no impact (you cancelled, not the Jobber)

3.2.3 Jobber on their way, travelling 2 minutes or less

The Jobber has tapped to say they are setting off, but has been travelling for 2 minutes or less.

• Customer refund: 100% of the price paid
• Jobber receives: nothing

Cancelling here costs the Jobber essentially nothing, so it costs you nothing. This window also covers a Jobber who taps "on my way" and has not really left yet.

3.2.4 Jobber on their way, travelling longer

Once the Jobber has been travelling for more than 2 minutes, a travel charge applies. The rest of what you paid is refunded.

• It rises with the minutes they have actually been travelling, measured against the length the job was booked for.
• It never exceeds 15% of the job price, or £10, whichever of those is lower, however far they have come. On a £40 job the ceiling is £6; on a £120 job, £10; on a £400 job, still £10.
• Customer refund: the price paid, less that charge.
• Where it works out at less than £1, we do not charge it at all and you receive a full refund.
• The whole of it is passed to your Jobber.

What this charge is for, and who it is owed to. This is a charge under your agreement with bob-o-job, not a charge for part of the cleaning, gardening or repair work you booked. By the time your Jobber is on the road we have done what you engaged us to do: we found you someone, agreed the price, took the payment and sent them to you. That is the service you asked us to start straight away, and it has been carried out. We pass the money to the Jobber because they are the one who lost the journey — but the charge is ours to make, not theirs.

We are explicit about this because the honest answer matters more than the convenient one. Travelling to your address is not part of the cleaning, gardening or repair work itself. Nothing of the job you booked has been done until the Jobber arrives and starts. So we do not claim a share of that work for a journey — we charge for our service, which really was performed, and we cap it well below what it cost us to perform.

Two things follow from measuring travel rather than remaining distance, and both are deliberate:

• A Jobber who happens to live close by does not put you in a higher band the moment they set off. What you pay reflects the journey they have made, not how near they started.
• A Jobber who has been travelling a long time is compensated even if they are still some way from you.

The cash ceiling exists because a percentage on its own stops being a fair reflection of what was lost. A wasted eight-minute journey costs a Jobber much the same whether the job at the end of it was worth £40 or £400 — so charging £6 in one case and £60 in the other would be charging for the size of the booking, not for the journey. Where the two ceilings disagree, the lower one applies.

The same ceiling applies when you switch Jobber rather than cancel (Section 3.6), so the same abandoned journey costs you the same either way.

3.2.5 Jobber has arrived (checked in)

The Jobber has arrived at the location and entered the check-in code, and the work is under way.

You pay for the part of the job that has actually been carried out for you, and nothing more. That share is worked out from the time spent against the length the job was booked for, and the rest is refunded. The travel charge in Section 3.2.4 still applies on top, under the same ceilings.

• Customer refund: the price paid, less the work carried out and the travel charge.
• Jobber receives: that amount.
• Worked example, on a £100 booking for a two-hour job with a ten-minute journey: cancel ten minutes after your Jobber arrives and you pay about £14; an hour in, about £52; and if they are nearly finished (say 15 minutes to go), about £95.

This used to be a flat 75% to the Jobber whatever had happened, from the moment they entered the check-in code. We changed it because that number was only ever defensible when it happened to be true. You have a statutory right to pay a proportionate amount for what has actually been supplied (see Section 3.5), and a term in our policy cannot take you below it — so a flat 75% was, in truth, only ever collectable from customers who did not know that. Charging the proportionate amount to everyone is the same thing, honestly.

3.2.6 The Jobber has marked the work finished

The Jobber has completed the work and the job is waiting for you to confirm it and release payment.

• Cancellation: not available at this stage
• Instead: use Report a problem on the job to raise a dispute (see Section 7)

Cancelling is not offered here, and that is in your favour. A cancellation at this point would charge you the full price while ending the job without any review of the work. Raising a dispute instead holds your payment while we look at the evidence, and can result in a full or partial refund.

If you are happy with the work, confirm the job to release payment to the Jobber.

3.3 Exceptions to stage-based refunds

The stage-based rules above are the default. We may depart from them only where doing so is more favourable to the Customer, or where safety requires it — never to increase what you are charged. Circumstances include:

• a documented serious safety concern raised through the dispute process
• evidence that the Jobber misrepresented themselves or their qualifications
• the Jobber's failure to comply with these Terms, the Acceptable Use Policy, or applicable law

In such cases the dispute process determines the outcome.

3.4 Where the Customer is a consumer

If you are a consumer (acting outside any trade, business, craft, or profession), your statutory rights under the Consumer Rights Act 2015 are not affected by the stage-based rules above. In particular, if the service is not performed with reasonable skill and care, you may be entitled to a remedy under the Act regardless of stage.

3.5 Your statutory right to cancel (distance selling)

Who you are dealing with. Your contract for the work itself is with your Jobber, not with us — they are an independent self-employed provider, and we are the platform that connects you. But you do not have to chase them to cancel. Every Jobber appoints us to handle the booking, the payment and cancellations on their behalf, which means the information in this section is given to you on the Jobber's behalf, and a cancellation you send us is a cancellation of your contract with them, effective the moment you send it.

Separately from everything above, you have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This section explains it plainly, because it can give you a better outcome than Section 3.2 — and where it does, the statutory right wins.

You have 14 days. The period ends 14 days after the day your booking was accepted. You can cancel within it without giving a reason. (Because your contract for the work is with your Jobber, the clock runs from their acceptance, which is the later of the two — so you never get less than 14 days.)

Asking us to start sooner. Almost every job on the Platform starts within those 14 days — bookings can only be made up to 7 days ahead. So when you confirm a booking, we show you this, immediately above the confirm button:

By confirming, you are asking us to start work before your 14-day cancellation period ends, and you accept that you lose the right to cancel once the job is finished.

Confirming the booking is that request. We record the date, the time and the exact wording you were shown.

Regular bookings. A regular booking is one standing arrangement, so you are asked this once, when you set it up, and it covers every visit in the series. Each visit still gets its own confirmation email with your cancellation rights in it, and each visit can be cancelled on its own under either route above.

What you pay if you cancel within the 14 days. You pay only for what has actually been carried out by the time you cancel — a proportionate amount. If no work has been carried out, that is nothing. Travelling to you is not the work being carried out, so nothing of the job you booked has been supplied until your Jobber arrives and starts.

That is why the charges in Section 3.2 are already built the way they are. The amount you pay for the work is the proportionate amount — we do not have a higher figure that this right would rescue you from, which is the whole point of Section 3.2.5. The travel charge is separate and is not a charge for the work at all: it is for our own service of finding you a Jobber, agreeing the price and sending them (Section 3.2.4), which we really did perform before you cancelled.

Once the job is finished, the statutory right is gone. That is what you accepted when you confirmed.

You do not have to ask for it. We charge the proportionate amount as standard, to everybody, whether or not they know this section exists. There is no better outcome held back for customers who cite the regulations, and no worse one applied to customers who do not — which is why the app shows you one figure rather than asking you to choose between two.

Earlier versions of this policy did offer a choice, because our own charge at that stage was higher than the law allowed us to keep. We removed the higher charge instead.

You can also exercise the right the traditional way at any time: tell us in a clear statement — email hello@bob-o-job.com, or use our cancellation form. You do not have to use the form. Any clear statement that you want to cancel is enough.

What happens to your Jobber. Whatever you pay for work carried out goes to them, and so does the travel charge. Where you pay nothing, they receive nothing from you — but they are never charged, and a cancellation is never recorded against them.

We also send you all of this in your booking confirmation email, so you have it in writing.

3.6 Switching Jobber instead of cancelling

If you are not happy with the Jobber who accepted your job, you do not have to cancel it. Up until they check in at your address you can switch to a different Jobber: the job goes back out to other eligible Jobbers, the Jobber you removed is not offered it again, and your original payment stays where it is — you still want the job done, just by someone else.

When it is free. Switching is free until the Jobber actually sets off. Being matched is not enough on its own — however close they are, if they have not started travelling you can switch at no cost. It stays free for the first couple of minutes after they set off, and it is free if we cannot tell where they are. It is also free on test bookings, on any booking with no card saved against it, and on any booking where we did not take your permission to start before your 14-day cancellation period ended (Section 3.5).

When there is a fee. Once the Jobber is genuinely on their way, switching costs a share of the job that grows with how long they have actually been travelling — not a flat fee, and not a guess at how far away they are. A journey of a few minutes costs a few percent; a long one costs more. Whatever the sum comes to, it is never more than 15% of the job's value, and never more than £10.

This is the same calculation, on the same clock, that Section 3.2 uses when you cancel outright — so switching never costs more than cancelling at the same moment. That is deliberate: you should never be pushed into ending a job you still want done just because it is cheaper.

The fee is not ours. It is passed to the Jobber you are replacing in full, with no service fee taken out of it, to compensate them for a journey they had already started for you. It is a switching fee, not a cancellation — the amounts in Section 3.2 apply only when you end the job altogether.

We always show you the exact amount before you confirm, and we never take it without you confirming. It is charged to the card saved against the booking (Customer Terms, Section 6.1). If that charge does not go through, the switch does not happen and you keep the Jobber you have — we will not switch you at the Jobber's expense.

How many times. You can switch Jobber up to three times on the same job. After that, if it still isn't right, cancel the job under the rules above and post it again.

Switching is available on single-Jobber bookings only, and only before check-in. Once the Jobber has arrived, use cancellation (Section 3.2.5) or, if something has gone wrong, Report a problem.

4. Cancellation by the Jobber

4.1 How a Jobber cancels

A Jobber can cancel a job they have accepted through the Jobber App — go to the job and tap Cancel job. Confirm and give a reason.

Cancellation is available up until the Jobber marks the work finished. Once the work has been sent to the Customer to confirm, cancelling is no longer offered — see 4.2a.

4.2 What happens to the Customer when a Jobber cancels

4.2a Once the Jobber has marked the work finished

When a Jobber marks the work finished, the job goes to the Customer to confirm and release payment. At that point the Jobber can no longer cancel it.

This protects the Jobber. Cancelling a job you have already completed refunds the Customer in full and pays you nothing for work you have actually done — one tap, and the payment you have earned is gone, with no record of the job ever having been completed. It also removes a route we do not want on the Platform: cancelling a finished job and settling with the Customer off-platform.

If something has genuinely gone wrong with a finished job — the wrong job was marked complete, the Customer has asked for it to be undone, or the work could not be delivered as recorded — email jobbers@bob-o-job.com and we will resolve it with you. A Customer who is unhappy with finished work uses Report a problem instead (Section 3.2.6), which holds the payment while we review.

On a team job, the same rule applies to your own place on it: once you have marked your part finished, your share is waiting on the Customer's confirmation and you can no longer give up your place.

4.3 Consequences for the cancelling Jobber

Jobber cancellations affect the Jobber's reliability indicator on the Platform. The impact scales with how close to the booked start time the Jobber cancels — the closer to the start (when a Customer is most likely to be left waiting), the larger the impact:

• Well ahead of the booked start (a day or so): no impact
• Some hours ahead: a small impact, growing as the start time gets nearer
• Close to the booked start (within an hour or so), or after marking themselves en route or checking in: a meaningful reliability impact
• At the last minute, or at or after the booked start time: the largest impact, and may lead to suspension or termination — especially when repeated

This applies from the moment a Jobber accepts, whether or not they have set off: cancelling minutes before a booking leaves the Customer waiting either way. Cancelling before going en route is therefore not free of reliability impact — it simply carries none when there is plenty of notice. For an on-demand job with no booked start time there is no notice period to measure, so only the stage-based impact (en route onwards) applies. Section 8.2 of the Jobber Terms describes the same rules.

We may adjust the exact thresholds as we learn what is fair, but we will publish the change and give at least 30 days' notice before it applies to anyone. The standard by which someone is judged should not move under them without warning.

These consequences are operational reliability mechanisms, not contractual penalties, and never a financial charge to the Jobber. They reflect the fact that Customers rely on Jobbers honouring accepted jobs.

A Jobber receives no payment for a job they cancel before completion, regardless of how far through the work they were. This is also why cancelling is closed off once the work has been marked finished (4.2a) — at that point there is payment to lose.

4.4 Genuine exceptional circumstances

If a Jobber cancels because of a genuine emergency (their own illness or injury, a family emergency, an unsafe situation at the job location), reliability impact may be waived on review. The Jobber should report the circumstances to jobbers@bob-o-job.com at the time of cancellation or as soon as practicable afterwards.

5. Cancellation or pause by bob-o-job

We may cancel, pause, or end a job ourselves where:

• the job appears to breach the Acceptable Use Policy
• the job appears to be fraudulent
• there is a safety concern affecting the Customer, Jobber, or others
• we are required to do so by law or a competent authority
• there is a serious operational issue with the Platform (e.g. payment processor outage)

Where we cancel a job we will:

• refund the Customer in full unless a specific reason applies (e.g. work has been completed and the issue arose from a Customer breach)
• compensate the Jobber for work already done where appropriate
• explain the reason to both parties

6. Edits to a job that result in cancellation

You can change the details of a job after posting — see Section 7 of the Customer Terms. Some edits ("material edits") require the Jobber to approve. If the Jobber declines a material edit:

• you can revert the job to the original terms, or
• you can cancel the job

If you cancel because the Jobber has declined a material edit, the refund follows the stage-based rules in Section 3 — based on the stage the job was at when you cancelled.

7. Disputes

If you do not agree with the outcome of a cancellation — for example, you feel a refund is unfairly low because the Jobber did not actually perform the work, or you feel a partial payment is unfair because the Customer cancelled unreasonably — you can open a dispute.

7.1 Opening a dispute

Both Customers and Jobbers can open a dispute through the Platform within 90 days of the cancellation, completion, or other triggering event. Disputes opened after this window may not be eligible for adjustment through the Platform — your statutory rights are unaffected. The sooner a dispute is raised, the easier it is to gather evidence, so please raise it as early as you can.

7.2 What we look at

We may consider:

• in-app messages between you and the other party
• timestamps and location data from the app (Jobber's check-in, ETA tracking)
• before and after photos
• Customer and Jobber accounts of what happened
• prior history of either party

7.3 Outcomes

We will issue an outcome that may:

• adjust the refund amount
• adjust the Jobber payout
• apply a credit on a future booking
• suspend or terminate the offending party where the dispute reveals breach of Terms
• be a finding in favour of one party

Our outcomes are intended to be fair to both parties but are not legally binding. You retain your right to pursue legal action.

7.4 Appeal

If you disagree with the outcome you can ask for a review by emailing appeals@bob-o-job.com within 14 days. Appeals are reviewed by someone other than the person who issued the original outcome.

8. How refunds are processed

8.1 Method

Refunds are issued back to the original payment method (the card or wallet you used to pay). We cannot send a refund to a different card or account.

8.2 Timing

There are two different things that can happen to your money, and they take different lengths of time. We act on both immediately; what varies afterwards is your bank, and that part is not ours to control.

If the money was never actually taken — a released hold. This is the usual case. When you book, we do not charge your card: we ask your bank to set the amount aside, and it shows on your statement as pending. We only take it when the job is confirmed complete. So if the job is cancelled before that, there is nothing to refund — we release the hold, and the pending amount disappears from your statement. This usually happens within a few days, though some banks are quicker and some slower, and a few take up to a week to stop showing it. Your available balance is restored when your bank clears the hold, not when we release it.

If the money had already been taken — a true refund. Where the payment had been collected (for example a completed job that is later refunded after a dispute, a tip, or extra time you approved), we send the money back to the card you paid with. Stripe's guidance is that this takes 5–10 business days to appear. It is not instant even though we issue it immediately; the delay is in the banking system between us.

Either way we do it at our end straight away, and we will tell you which of the two is happening. If more than 10 business days have passed and you still cannot see the money, email hello@bob-o-job.com with the job and we will chase it and give you the evidence to take to your bank.

8.3 Partial refunds

Where the rules above call for a partial refund — the en-route travel charge (up to 15%, and never more than £10) or the share of a job already under way — we refund the balance of the price you paid for the job. The booking fee comes back in full on any partial refund, not proportionately: if the job did not happen as booked, we do not keep our fee for arranging it.

8.4 If funds have already been released to the Jobber

Where funds have already been released to the Jobber (this happens when you confirm completion, or automatically 4 hours after the Jobber marks the job complete if you have not confirmed or disputed by then), we may:

• recover the disputed amount from the Jobber's future payouts, or
• ask the Jobber to repay directly

In the meantime, where appropriate, we may issue you a refund or platform credit and recover the amount from the Jobber.

9. Payouts to Jobbers in cancellation scenarios

9.1 Timing

Payouts due to a Jobber following a cancellation are processed on the normal payout cycle (see Section 6 of the Jobber Terms).

9.2 Disputed payouts

If a dispute is open, the payout is held pending the outcome. Once the outcome is issued, the payout is adjusted accordingly and released.

9.3 Recoveries

Where a Jobber has been overpaid following a successful Customer dispute, we may recover from future payouts (set-off) or invoice the Jobber. See Section 6.5 of the Jobber Terms.

10. No-show by either party

10.1 Customer no-show

If the Customer is not present at the agreed location and cannot be reached, the Jobber may end the job as a no-show. Two things must both be true before that is possible:

• the Jobber has arrived at the address — confirmed by their phone's location, not just their word for it — and marked themselves as arrived in the app, and
• 15 minutes or more have passed since then, during which they should try to reach you by call and message.

The app will not offer the option before both are met, and a report made any earlier, or from somewhere we cannot place at your address, is refused.

• Customer refund: 50% of the price paid, or more on a job over £200 — see the cap below
• Jobber receives: 50% of the job price, never more than £100, and we take no commission on it — every penny of that charge goes to the Jobber, not to us.

There is one rate, not a scale: a Jobber who has travelled to you, waited a quarter of an hour and lost the booking has suffered the same loss whether or not they managed to check in — and if you are not there to give them the check-in code, checking in is not something they can do.

Half the price reflects a real loss rather than a penalty: as well as the journey, your Jobber blocked out the time and will rarely fill it at an hour's notice. It is the same rate used across the home-services industry for a missed appointment.

Why this is not the proportionate charge in Section 3.2. A no-show is not you cancelling. You did not tell us to stop; the booking stood, your Jobber performed their side of it by travelling and attending, and the reason the work did not happen is that you were not there. So the amount is compensation for that, worked out in advance as an honest estimate of what it costs — the wasted journey, the wasted wait, and a block of time that cannot realistically be resold at short notice — and not a proportion of work carried out, because none was.

We hold ourselves to three limits on it anyway:

• It is capped at half, never more, however long your Jobber waited or how far they came.
• It is capped at £100 in cash, whatever the job was worth. Half of a £400 job is £200, and £200 is not what that morning cost your Jobber. Two of the three things they lost — the journey and the quarter-hour wait — cost the same on a £40 job as on a £400 one, and the third, the block of time, depends on how long you booked rather than what you paid. So above £200 the charge stops rising, because the loss it is meant to stand for has stopped rising. On a job of £200 or less this makes no difference at all and the half applies as stated.
• We take no fee. Every penny goes to your Jobber. If this were a way for us to make money from your absence, we would be keeping some of it.

And a third, which we apply even though we do not think we have to: if the booking was taken without a valid express request to start work early (see Section 3.5), we charge you nothing at all for a no-show. Strictly that protection belongs to cancellations rather than to no-shows, but we would rather apply the more generous rule than argue the distinction with someone who was never given the information in the first place.

This is not the same as changing your mind. If you tell your Jobber not to come, or cancel while they are on their way, that is a cancellation and Section 3.2 applies — you pay only for the journey they had actually made, never more than 15% and never more than £10.

You can dispute it. If the Jobber was at the wrong address, was not actually there, or your absence was not your fault, use Report a problem on the job and we will review it.

10.2 Jobber no-show

If your Jobber does not turn up, you do not have to cancel — and you should not have to, because cancelling is priced as though you changed your mind.

Once your Jobber is more than 15 minutes past the booked start (or, for an on-demand job, more than 15 minutes past accepting it) and has not marked themselves as arrived, you can report them as a no-show from the job screen.

• Customer refund: 100% of the price paid. No travel share, no fee, whatever stage the Jobber had reached.
• Jobber receives: nothing.
• The Jobber's reliability is reduced, on the same scale as a last-minute cancellation, and the no-show is recorded against them. Repeated no-shows may lead to suspension or termination.
• Your job ends and you are free to book again.

If the Jobber has marked themselves as arrived, this is no longer a no-show — if something is still wrong, use Report a problem instead.

What happens on the Jobber's side. Your refund is immediate and final, and nothing below changes it. But a no-show mark can suspend someone's account, and the person reporting it gets their money back — so the Jobber is told straight away what has been reported, and has 24 hours to give their side of it before anything goes on their record.

• If they do not reply, the reliability penalty is applied automatically once those 24 hours are up.
• If they do reply, no penalty is applied by the system at all — a person reads both accounts and decides. We do not let software judge which of two people is telling the truth.
• Either way, your refund has already happened.

This is not a way for a Jobber to argue you out of your money. It is there because sometimes the buzzer does not work, nobody answers the door, or they were stood outside for twenty minutes — and the only person who can tell us that is them.

11. Force majeure

Neither Customer nor Jobber is in breach for failing to perform a job because of events beyond their reasonable control — extreme weather warnings, transport strikes, sudden serious illness, court-ordered evacuation, etc. In such cases:

• the Customer is fully refunded
• the Jobber's reliability impact may be waived on review (see Section 4.4)
• the dispute process can be used if the parties disagree about whether force majeure applies

bob-o-job is not liable for losses arising from force majeure events affecting the Platform itself.

12. Edge cases and FAQs

What if the Jobber finishes early? The job is paid in full at the agreed price. Customers are free to leave a tip if they wish.

What if the work takes longer than expected because of unforeseen complications? The Jobber should pause and propose a material change in scope/price through the app. If the Customer agrees, the price updates and the Jobber continues. If not, the parties decide how to proceed; the dispute process applies if there is disagreement.

What if a Jobber accepts a scheduled job and then becomes unavailable closer to the time? The Jobber should cancel as early as possible, ideally before becoming en route. The Customer outcome follows Section 4 — we re-broadcast where possible and refund where we cannot.

Can a Customer cancel right before a scheduled job? Yes. The stage-based rules apply — typically the Jobber will not yet be en route for a scheduled job, so a 100% refund applies until the Jobber starts travelling.

Can a Customer reduce the price after a Jobber has accepted? Reducing the agreed price after acceptance is a material change. The Jobber must approve. If they decline, the Customer can revert or cancel under Section 6.

What if I'm a business customer rather than a consumer? Business customer terms may vary. Contact business@bob-o-job.com.

13. Changes to this Policy

We may update this Policy from time to time. When we do, we will:

• update the "Last updated" date
• notify account holders of material changes by email and in-app
• give reasonable notice before material changes take effect

Changes to refund or payout rules do not apply retroactively to jobs already accepted at the time the change takes effect.

14. Contact

• General refund / payout questions: hello@bob-o-job.com
• Disputes: through the Platform's "Open Dispute" function, or disputes@bob-o-job.com
• Appeals: appeals@bob-o-job.com
• Jobber-specific support: jobbers@bob-o-job.com
• Safety: safety@bob-o-job.com
• Post: BOB O JOB LTD, 5th Floor, 167-169 Great Portland Street, London, W1W 5PF
• Company number: 17231669