Refund and cancellation policy
Version 2026-10-30. UK launch draft: operator details and professional review required before public launch.
Contact and evidence
Contact the support address in Customer terms with your account email, job/order reference, payment date and explanation. We will acknowledge and investigate the request. Do not send card numbers or passwords.
Posting fees
Contact us promptly if a paid request was not published, was charged twice or the platform service was defective. We will investigate and provide the remedy required by law, which may include a refund. Removing a request after it was properly published does not automatically decide whether a refund is owed.
Credits and lead purchases
Report fake, duplicate or unusable leads for review. A lead is an opportunity to contact a customer, not a guaranteed contract. We assess the service actually supplied and explain the decision. Replacement credits will not be substituted for a monetary refund where a monetary refund is legally required without your agreement.
Subscriptions
Cancel future renewals through your account billing management. Contact support if you cannot access cancellation. Cancellation and refunds are distinct: statutory remedies remain available for incorrect charges or defective services.
Consumer cancellation rights
Where you purchase as a consumer, applicable distance-contract cancellation rights may apply. If a service is to begin within a cancellation period, any legally required express request, acknowledgement and information must be collected before supply. These draft policies do not themselves obtain a waiver or remove cancellation rights. Until an appropriate early-performance process is implemented and reviewed, the operator must assess cancellation requests without assuming that immediate delivery removes the right to cancel.
Refund method
Approved monetary refunds are normally returned through the original payment method, subject to legal requirements and payment processing times. We do not impose a fee for exercising a statutory refund right. Business purchases and consumer purchases may have different rights, but misdescribed or undelivered services will be investigated in either case.
Refunds, lead reviews and credit replacements
Effective for new purchases from 1 November 2026. Earlier purchases retain their agreed terms and any applicable legal rights. This clarification does not remove mandatory rights under consumer or other applicable law.
Our service is publishing requests and providing access to customer enquiries. A lead purchase is not a promise of work, exclusivity, a reply, a particular project value or earnings. Posting a request does not guarantee professional responses or a successful hire. No response, an unsuccessful quote or a customer choosing another professional does not, by itself, establish that our service was defective or create an automatic refund entitlement.
Where the agreed service has been correctly supplied and no legal refund or cancellation right applies, we do not offer discretionary cash refunds simply because a member changes their mind or does not win work. Credits are for platform use and cannot normally be exchanged for cash; this does not prevent a legally required refund of the payment used to buy them.
For a suspected duplicate, fraudulent or materially inaccurate lead, or a technical failure to provide purchased access, contact us through Help in your account with the job reference, purchase reference and relevant evidence. Do not send card details. We review the circumstances and explain the outcome. In appropriate cases we may offer replacement platform credits as a goodwill remedy. The amount and any expiry date will be explained before acceptance. Goodwill replacements are assessed individually and are not automatic.
Credit replacements will not be imposed instead of a monetary refund that you are legally entitled to receive. Duplicate charges, services not supplied, misdescription, defective performance and applicable cancellation rights are assessed separately. Where a monetary refund is due, it is normally made to the original payment method unless you expressly agree to another permitted method. We do not charge a fee for exercising a statutory refund right.
Account balances or payment records are not lost merely because the website is temporarily unavailable. Maintenance does not itself cancel subscriptions or remove any remedy for a failure to provide the agreed service. We do not exclude liability for fraud, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded.