Cancellation and Refund Policy

Scope of this policy

This policy applies to bookings made through Q Service where Q Service has sufficient booking and communication records to review the request.

Arrangements made entirely outside the platform may be difficult or impossible for Q Service to verify, mediate or refund.

Cancelling before provider assignment

A customer may generally cancel before a provider is assigned or starts travelling without a service charge, unless a clearly disclosed non-refundable booking or processing charge applies.

Repeated fake, abusive or last-minute bookings may lead to account restrictions.

Cancelling after assignment or travel

If a provider has accepted, prepared, purchased approved materials or started travelling, a disclosed visit, transport, preparation or cancellation charge may apply.

The amount should be reasonable and connected to actual booking activity. Q Service may review the timeline and communication before deciding.

Cancelling after arrival or inspection

If the provider reaches the location or performs inspection/diagnosis, the agreed visit or inspection charge may remain payable even if the customer chooses not to continue with repair or service.

A visit charge is not normally a promise that the issue can be repaired during that visit.

Provider cancellation or no-show

If a provider cancels without reasonable cause, fails to attend or cannot deliver the confirmed service, the customer should not be charged for unperformed labor.

Q Service may attempt reassignment, rescheduling, credit or refund depending on availability, payment status and customer preference.

Rescheduling

Customers and providers should request rescheduling as early as possible. Rescheduling is subject to provider availability and may affect price or urgency charges.

Repeated rescheduling or late changes may be treated as cancellation where material cost or travel has already occurred.

Refund eligibility

• Duplicate or clearly unauthorized payment verified through records.
• Payment collected for a service that was not delivered and no valid visit, inspection, material or cancellation charge applies.
• A confirmed fixed-price service materially not provided, where reasonable repeat service is not possible or appropriate.
• A platform or payment error resulting in an excess charge.
• Other cases where Q Service determines a refund is fair after review.

Cases generally not refundable

• Completed labor that matched the agreed scope.
• Valid visit, inspection, transport or emergency charges that were disclosed or reasonably accepted.
• Parts or materials already purchased, installed, used, opened or custom-ordered with approval, unless defective or incorrectly supplied.
• A customer changing their mind after work has started or been completed.
• Problems caused by unrelated defects, misuse, third-party work, hidden conditions or inaccurate customer information.
• Off-platform payments or agreements that Q Service cannot verify.
• Dissatisfaction based only on an estimate where the final scope and price were separately approved.

Parts, materials and manufacturer warranty

Parts and materials may be covered by a seller or manufacturer warranty rather than a Q Service refund. Customers should keep invoices, packaging, serial numbers and warranty documents.

Removal, transport, installation or diagnostic cost may be separate from a product warranty unless explicitly included.

Repeat service and workmanship complaints

For an eligible complaint related to the same agreed work, Q Service may first arrange inspection or repeat service by the original or another provider.

A repeat-service request should be made promptly and before unrelated third-party repair changes the condition. Eligibility depends on the service, fault, usage and evidence.

How to request a refund or resolution

• Contact support with the Booking ID as soon as possible.
• Describe the issue clearly and state the resolution requested.
• Provide payment proof, photos, videos, invoices, parts details and relevant messages where available.
• Allow a reasonable opportunity for inspection, provider response or repeat service.
• Do not alter, discard or hand the item to another repairer before review if evidence may be affected.

Review process

Q Service may review booking status, timestamps, messages, call notes, provider and customer statements, images, invoices, location records and payment references.

We may request additional information and may pause a decision until essential evidence is provided. Complex cases can require more time.

Refund method and timing

Approved refunds are normally returned through the original payment channel where practical, or through another mutually agreed method.

Bank, card, mobile financial service or payment gateway processing time is outside Q Service’s direct control. Any stated timeline is an estimate after Q Service initiates the refund.

Partial refunds and deductions

A partial refund may apply where part of the service was delivered, valid labor occurred, travel or inspection was completed, or approved materials were used.

Any deduction should reflect the supported value of completed work, valid charges or non-returnable materials.

Chargebacks and payment disputes

Before initiating a bank or payment chargeback, customers are encouraged to contact Q Service so the booking can be reviewed.

Fraudulent or abusive chargebacks may result in account restriction and recovery action where legally permitted.

Policy abuse

Q Service may reject claims containing false information, altered evidence, repeated abuse, collusion or attempts to obtain free service. Serious cases may lead to account suspension or legal reporting.

Changes to this policy

We may update this policy as services, payment methods or legal requirements change. The policy effective at the relevant booking time may be considered alongside mandatory law.