Refund Policy

 Last updated: April 05, 2024

When you pay a Service Provider through Flocc, your payment can't be edited or canceled once it's confirmed. But you can request a refund.

Need a refund? Here’s what you need to know:

• If the Service Provider already received your payment, they may be able to send you the funds back using a third-party payment app. Otherwise, contact us and we’ll work toward a resolution.
• If the Service Provider hasn’t already received your payment, contact us so we can help.
• If there are issues with the Service Provider’s work quality, a dispute with the Service Provider, or if the Service Provider isn’t responding to you anymore, contact us so we can help.

We recommend using the Flocc messenger to talk with a Service Provider about a refund. This makes it easier (and quicker) for us to understand the issue and find a solution if you need our help.

Cancellations and refunds for On-Demand bookings

For On-Demand bookings, you enter your payment information upfront, but you’re not charged until the work is done. The following sections explain whether you’re not charged or if you’ll need to request a refund. Here’s what you need to know:

Cancellations

You cancel the booking:

• If you cancel more than 24 hours before the Task start time, you won’t be charged for the booking or cancellation fee.
• If you cancel less than 24 hours before the Task start time, you’ll be charged a nonrefundable cancellation fee in the amount of the Service Provider’s hourly rate for the task, but you won’t be charged for the booking itself.

The Service Provider cancels the booking:

• If the Service Provider cancels more than 48 hours before the Task start time, we’ll automatically look for another Service Provider for you. If no one is available for your original time and day, we’ll cancel the booking and you won’t be charged.
• If the Service Provider cancels less than 48 hours before the Task start time, the booking will be cancelled and you won’t be charged. Then you can go ahead and create a new booking by choosing a different Service Provider to complete your Task if you’d like.

If the Task start time has passed and the Service Provider didn’t show up, we recommend reaching out to the Service Provider but you can also reach out to us for help.

If the Task start time has passed and the Service Provider indicated that you didn’t show up, then you’ll be charged a nonrefundable cancellation fee in the amount of the Service Provider’s hourly rate for the task. We might have already charged you for the booking, if we did then we’ll refund you. If we haven’t charged you yet, then you won't be charged.

If you were charged for the booking but you and the Service Provider have decided not to move forward, contact us. Depending on the circumstances, we may be able to send you a refund.