Cancellation & Refund Policy

1. General

Taskee is a marketplace platform connecting Customers with independent service providers (“Heroes”).

Due to current platform limitations, bookings cannot be cancelled directly through the platform interface.

All cancellation or refund requests must be submitted to Taskee via the Contact Us page.

2. Customer Cancellations

Customers who wish to cancel a booking must contact Taskee support as soon as possible.

Where applicable, Customers may have statutory cancellation rights under UK consumer law, including a 14-day cooling-off period for services booked online. By booking a service that is scheduled to begin within the statutory 14-day cooling-off period, the Customer expressly requests the service to begin immediately and acknowledges that their right to cancel may be reduced or lost once the service has started.

If a Customer requests that a service begins during the cooling-off period and later cancels, the Customer may be charged for:

• services already provided, and/or

• reasonable costs incurred up to the point of cancellation

This is in line with consumer protection regulations.

Where reasonably possible, Customers should provide at least 24 hours’ notice for cancellations. Failure to do so may reduce eligibility for a full refund, depending on the circumstances.

3. Hero Cancellations and No-Shows

Heroes are expected to honour all accepted bookings.

Late cancellations or failure to attend a confirmed booking (“no-show”) may result in administrative action, including:

• warnings

• restricted access to future bookings

• temporary suspension

• permanent removal from the platform

Repeated cancellations or no-shows may lead to permanent account termination.

4. Refund Decisions

Refunds, partial refunds, or platform credits are assessed on a case-by-case basis.

When assessing a request, Taskee may consider:

• timing of the cancellation

• whether the service was started or completed

• communication between the Customer and Hero

• supporting evidence (such as photos or messages)

Refunds are issued via the original payment method or, where appropriate, as Taskee platform credit. Where a refund is due for services not provided or unsatisfactory service, the relevant Hero authorises the refund, and Taskee facilitates the process as the marketplace operator.

4.1. Completion Photos (Customer Not Present)

Where a Customer is not present during a service, Heroes may submit completion photos as evidence that the service was performed. These photos are used solely for dispute resolution purposes.

By booking a service where they will not be present, Customers acknowledge and agree that such photos may be collected and reviewed by Taskee in the event of a complaint or refund request.

Completion photos are not used for marketing or public display and are retained only for as long as reasonably necessary to resolve disputes or comply with legal obligations.

5. Platform Intervention

If a Hero fails to attend a booking or if service quality is deemed unacceptable, Taskee may:

• assist the Customer with re-booking

• issue refunds or credits where appropriate

• take administrative action against the Hero

Platform service fees are only applied to completed bookings. If a booking is cancelled or refunded in accordance with this policy, any applicable service fees will be handled as part of the refund process.

Taskee’s intervention does not constitute acceptance of liability for the performance of services. Taskee’s role is limited to facilitating resolution between Customers and Heroes.

Taskee may rely on completion photos submitted by Heroes when assessing service quality disputes where Customers were not present.

6. Contact

For cancellation or refund requests, please contact us via our Contact Us page. All requests are reviewed manually to ensure fairness for both Customers and Heroes.

Customers and Heroes are expected to communicate via the Taskee platform or official support channels to ensure disputes can be fairly assessed.