At Handle-All, we strive to provide a seamless experience for both customers and service providers. This Cancellation & Refund Policy outlines the rules and procedures for canceling services and requesting refunds.  

By using our platform, you agree to comply with this policy.  

1. Service Cancellation by Customers**  

A. Before Service Confirmation**  
- If a customer cancels a booking **before the service provider is confirmed**, no charges apply.  
- If a bid has been accepted but the service has **not yet started**, cancellation may be allowed (subject to provider terms).  

B. After Service Confirmation**  
- If a customer cancels **after a provider is confirmed but before work begins**, a cancellation fee may apply (varies by provider).  
- If a customer cancels **after the service has started**, partial or full payment may be required based on work completed.  

C. How to Cancel**  
- Via the website/app: Go to **"My Bookings"** → Select the service → Click **"Cancel Request."**  
- Via customer support: Email support@handleall.co.nz.  

2. Cancellation by Service Providers

A. Before Service Starts  
- If a provider cancels **before starting the job**, the customer will be notified and can choose another provider.  
- Repeat cancellations by providers may result in penalties or account suspension.  

B. After Service Starts  
- If a provider cancels mid-service, the customer may be eligible for a partial or full refund, depending on work completed.  

3. Refund Policy 

A. Eligibility for Refunds 
- Refunds may be issued in the following cases:  
- Service not rendered (provider no-show or cancellation).  
- Poor service quality (verified by our support team).  
- Double payment or technical errors.

B. Non-Refundable Situations 
- If the service was completed as agreed. 
- If the customer changes their mind after service completion. 
- Cash payments (refunds must be handled directly with the provider).  

C. Refund Process  
1. Submit a refund request via support@handleall.co.nz within 7 days of service completion.  
2. Provide proof (photos, messages, or service reports) if claiming poor service quality.  
3. Refunds will be processed within 5-7 business days (for online payments).  

4. Late Arrivals & Rescheduling 

- If a provider is late by more than 4 hours, the customer may cancel without penalty.  
- Customers can request one free rescheduling (subject to provider availability).  

5. Dispute Resolution  

If there is a disagreement between a customer and provider:  
1. Contact support@handleall.co.nz with evidence (messages, photos, invoices).  
2. Our team will mediate and decide on refunds or compensations within 48 hours.  

6. Policy Updates 

We may update this policy as needed. Customers will be notified of major changes via email or in-app notifications.  

7. Contact Us 

For cancellation or refund requests, contact:  
Email: support@handleall.co.nz

By using Handle-All website, customer mobile app, service provider mobile app and serviceman mobile app, you agree to the terms of this Cancellation & Refund Policy.