Cancellations and refunds
- Service operator
- [Tasklo OÜ – asutamisel]
- Registry code
- [registrikood]
- Address
- [aadress, Eesti]
- support@tasklo.io
In short
- Nothing is paid until an Offer is accepted – cancelling a Job is always free until then.
- After payment, cancelling is free until 6 hours before the Job starts.
- Later, or once the Provider has set off, the cancellation fee is €30 (but never more than the Job price). It goes to the Provider.
- All refunds go back to the same card.
1. Who can cancel
The Customer can cancel a Job in the app until it is marked as done. Jobs that are done, disputed or paid out cannot be cancelled.
The Provider cannot cancel an accepted Job in the app. If the Provider cannot do the Job, they must tell the Customer in the chat and Tasklo at support@tasklo.io right away. The Customer then gets the full amount back.
Draft note: the app has no separate handling for Provider cancellations or no-shows. At the moment, if the Provider doesn’t show up, the Customer has to cancel the Job themselves, and within the 6-hour window the €30 fee still applies. Before publishing, add a no-show solution to the app or change this point.
2. When cancelling is free
Cancelling is free when:
- no Offer has been accepted yet (nothing has been paid);
- the Job starts in more than 6 hours (if a time window was chosen, from the start of the window);
- the Job is marked “as soon as possible” (no start time) and the Provider has not set off yet;
- the Offer was accepted when the Job was already less than 6 hours away, and the Provider has not set off yet.
When cancelling is free, the Customer gets back the full amount paid: the Job price and the Service fee.
3. When the cancellation fee applies
A cancellation fee of €30 (or the Job price if it is less than €30) applies when:
- the Provider has already set off or arrived; or
- the Job starts in less than 6 hours and the Offer was accepted before that 6-hour window began.
The cancellation fee goes to the Provider, minus the usual 10% Commission. The Customer gets back the rest of the Job price and the full Service fee.
Example
Job price €80, Service fee €8, the Customer paid €88. The Customer cancels 3 hours before the start.
| Amount | |
|---|---|
| Back to the Customer’s card | €58 (€50 + €8 Service fee) |
| To the Provider | €27 (€30 − 10%) |
| To Tasklo | €3 |
4. Refunds
- Refunds are made automatically to the card used for payment.
- A refund usually reaches your account within 5–10 business days, depending on your bank.
- If a referral credit was used for the Job, it is restored on cancellation (the Provider’s credit is restored only if the Provider did not receive a cancellation fee).
5. Refunds in a dispute
If the Job was done but not as agreed, that is not a cancellation – open a dispute. See Dispute resolution.
6. Disputing a card payment with your bank
Please contact us before disputing a payment with your bank (chargeback) – that way we can solve the problem faster. Disputes started through the bank are handled under Stripe’s rules.
7. Consumer right of withdrawal
Draft note for the lawyer: see section 13 of the Terms – the relation between the 14-day right of withdrawal and the cancellation fee needs to be assessed.