Cancellation & Refund Policy

Last updated: 21 May 2026 Effective from: [LAUNCH DATE — update at go-live]

DRAFT — assumptions to confirm before publishing

1. Legal entity: BOB O JOB LTD, England and Wales. Replace placeholders.
2. This Policy applies to both Customers and Jobbers and forms part of the Customer Terms and Jobber Terms respectively.
3. Tiered refund amounts below match the edit/cancel notifications spec dated 20 May 2026. Confirm before publication that the implementation in production still matches these tiers.
4. "On their way" / ETA is determined by Mapbox Directions API from the Jobber's live location to the job address. 15-minute threshold matches the existing implementation.
5. Consumer rights under the Consumer Rights Act 2015 are preserved. Nothing in this Policy excludes or limits them.
6. Statutory consumer rights take precedence over the operational rules below. A Customer's right to a refund under the Consumer Rights Act (for example, where the service is not performed with reasonable skill and care) is not affected by these stage-based rules.

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. Service fees apply as normal to the Jobber's share where they are received.

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 at any time before it is completed through the Platform — in the Customer App, go to the job and tap Cancel job. Confirm the cancellation when prompted.

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

Refunds are typically processed within 1-3 business days back to the original payment method.

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, ETA more than 15 minutes

The Jobber has started travelling but is more than 15 minutes from the job location (calculated by the app using live travel time).

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

We treat this as a cancellation that the Jobber can still reasonably absorb without significant disruption.

3.2.4 Jobber on their way, ETA 15 minutes or less

The Jobber is within 15 minutes' travel time of the job location.

• Customer refund: 50% of the price paid
• Jobber receives: 50% of the job price

At this point the Jobber has committed time and travel; partial compensation is fair.

3.2.5 Jobber has arrived (checked in)

The Jobber has arrived at the location and entered the check-in code.

• Customer refund: 25% of the price paid
• Jobber receives: 75% of the job price

3.2.6 Work is in progress

The Jobber has begun the work.

• Customer refund: 0%
• Jobber receives: 100% of the job price

Once work has begun, cancelling is not normally appropriate. If you have a serious concern (the work is not what you agreed, the Jobber is behaving inappropriately, or there is a safety issue), do not "cancel" — instead, use the dispute process (see Section 7) so the situation can be properly reviewed.

3.3 Exceptions to stage-based refunds

The stage-based rules above are the default. We may apply different outcomes — including larger refunds for the Customer or smaller compensation to the Jobber — in clearly exceptional circumstances, including:

• 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 Consumer rights to cancel under distance selling rules

For most services booked through the Platform, you are entering a contract with a Jobber to provide services within a short period. By booking and accepting the job's commencement before the end of the statutory cancellation period (typically 14 days), you may lose the right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This is a deliberate choice you make when you book a same-day or near-term service.

For services scheduled more than 14 days in advance, your statutory cancellation rights may continue to apply during the cancellation period. The stage-based rules above operate in addition to — not in replacement of — those statutory rights.

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 select a reason.

4.2 What happens to the Customer when a Jobber cancels

4.3 Consequences for the cancelling Jobber

Jobber cancellations affect the Jobber's reliability indicator on the Platform:

• Before en route: small or no impact, especially for occasional cancellations with reasonable explanations
• After en route: a meaningful reliability impact
• Mid-job: a significant reliability impact, and may lead to suspension or termination — especially for repeated mid-job cancellations

These consequences are operational reliability mechanisms, not contractual penalties. 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.

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 72 hours of the cancellation, completion, or other triggering event. Disputes opened after this window may not be eligible for adjustment.

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).

8.2 Timing

We process refunds promptly. Once we have issued the refund, the funds typically reach your account within:

• Card payments: 1-3 business days for the Customer's bank to credit the refund, although it can take up to 10 business days in some cases
• Bank transfer: 1-3 business days
• Other payment methods: varies by provider

We do not control your bank's processing times. If a refund does not reach your account within 10 business days of being issued, contact us at hello@bob-o-job.com.

8.3 Partial refunds

Where the rules above call for a partial refund (50%, 25%), we refund the relevant percentage of the price you paid for the job. Service fees, where applied to the Customer side, are refunded proportionately.

8.4 If escrow has already been released to the Jobber

Where funds have already been released to the Jobber (this normally happens after 48 hours of the job being marked complete, or sooner if you confirm), 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 when the Jobber arrives and cannot be reached after reasonable attempts (typically calls and messages over 15 minutes from arrival):

• the Jobber may mark the job as a no-show
• the Customer is treated as having cancelled at the "Jobber has arrived (checked in)" stage — Customer refund 25%, Jobber receives 75%
• the Customer can dispute the outcome if the Jobber was at the wrong address or the Customer's absence was not their fault

10.2 Jobber no-show

If the Jobber does not arrive within a reasonable time of the agreed start and cannot be reached:

• the Customer can mark the job as a Jobber no-show
• the Customer is fully refunded
• the Jobber's reliability is significantly affected; the no-show is recorded against the Jobber
• repeated no-shows may lead to suspension or termination

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 is not affected
• 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, [Registered office address]