Refund Policy

Last updated: May 2026 · Plain English, no surprises.

1. When you'll get a full refund

The platform fee (10%) is included in any "full refund" — you get back what you paid.

• The helper doesn't show up. 24 hours after the agreed start time with no work completed, you can claim a full refund.
• The helper withdraws after you've paid. If they back out before doing any work, you get everything back.
• The helper goes silent for 48+ hours with no progress and no contact, after you've paid.
• You email us within 1 hour of paying to cancel, and the helper hasn't started work.
• External factors (severe weather, illness, etc.) prevent the job from happening — we'll review the claim and refund both parties if it's genuine.
• Our system charged you incorrectly. If we make a mistake, we fix it — full refund, with our apologies.

2. When you cancel after paying

If you've paid and want to cancel, what you get back depends on how close to the job's needed-by date and time you cancel:

• More than 24 hours before the agreed time: full refund.
• Less than 24 hours before the agreed time: 50% goes to the helper for holding the slot.
• Same day as the agreed time: the helper keeps 100% — they've turned down other work for you.

If the helper has already started work, your cancellation is treated as a dispute (see below).

3. Disputes

If something has gone wrong and it's not a clear-cut refund case, you can raise a dispute through the app. Examples:

• The work was done badly or didn't match what was agreed.
• The helper completed only part of the job.
• You're cancelling because the helper has been inappropriate or made you feel unsafe.
• You're cancelling but the helper says they've already started.

While a dispute is open, the payment is held — neither party gets the money. We aim to review and decide within 48 hours. We'll read the chat between you and the helper, look at any evidence either side provides, and rule fairly. Possible outcomes: full refund, partial refund, full release to the helper, or a split.

4. After payment has been released

Once a job is marked complete and payment has been released to the helper (either because you confirmed it, or because 48 hours passed without you raising a dispute), you have 7 days to email us if you've discovered a problem. We'll investigate and may issue a refund at our discretion. After 7 days, payments are final.

5. What's not covered

• Card chargebacks: If you raise a chargeback through your bank, that goes through Stripe — please don't also email us, as we can't do both at once. We may contact you for additional information.
• Tips, gifts, or extra payments made outside the platform are not covered.
• Subjective dissatisfaction (you don't like the colour of the paint they used, etc.) is not automatic grounds for a refund — disputes are reviewed against what was actually agreed in the chat.

6. How to request a refund

Email info@brigby.app with:

• The job title and the date you booked it
• What's gone wrong, in your own words
• Any photos or screenshots that help us understand

We'll respond within 48 hours. Refunds, when approved, are processed back to your original payment method and typically appear within 5–10 working days, depending on your bank.

7. Helper protection

Helpers, this policy protects you too:

• If a customer cancels less than 24 hours before the agreed job time, you keep at least 50% of the fee.
• If a customer cancels on the day of the job, you keep 100%.
• Disputes are reviewed fairly — we don't side with customers automatically.
• If a customer raises a dispute and we rule in your favour, the full agreed payment is released to you.

8. Changes to this policy

If we change this policy in a way that affects your existing bookings, we'll notify you by email and the changes won't apply retroactively. The version of this policy in effect when you booked is the version that applies to that booking.