Cancellation Policy

CANCELLATION AND REFUND POLICY

Client Cancellation

A Client may cancel a Task Contract at any time before the scheduled Task start time via the Customer App. The applicable refund or cancellation fee is as follows:

Time of Cancellation	Outcome
More than 24 hours before scheduled start	100% refund (free cancellation window)
Between 3 and 24 hours before scheduled start	Cancellation fee equal to 50% of the Task price (with the balance refunded)
Less than 3 hours before scheduled start	Cancellation fee equal to 100% of the Task price

The cancellation fee is payable to Handykea and used to compensate the Professional (in part or in whole) and cover administrative costs.

Professional Cancellation

If a Professional cancels a confirmed Task Contract:

(a) the Client receives a 100% refund of any amount paid for the cancelled Task; and

(b) the Professional may be charged a cancellation penalty of NZ$[50], which Handykea may deduct from the Professional’s future payouts.

Instead of cancelling, a Professional may reschedule the Task with the Client at no penalty or cost, provided the new time is agreed directly with the Client using the in-App chat feature.

Repeated cancellations may result in suspension or termination of the Professional’s account at Handykea’s sole discretion.

Rescheduling

A Task Contract may be rescheduled subject to Professional availability. Rescheduling more than 24 hours before the original scheduled start is free; later rescheduling may attract the cancellation fees in Section 7.1 (and a new Offer may be required).

Exceptional Circumstances

Handykea may, at its sole discretion, waive cancellation fees in exceptional circumstances (such as illness, bereavement, natural disaster, or other events beyond the User’s reasonable control), provided evidence is supplied on request.

Refund Processing

Refunds are issued to the original payment method and typically appear within 5–10 business days, depending on your bank or card issuer.

Professional No-Show

If a Professional fails to attend a confirmed Task Contract at the scheduled time without prior notice (a “no-show”), the Client will receive a 100% refund of any amount paid. The Professional may also be charged a no-show penalty of NZ$[50], which Handykea may deduct from the Professional’s future payouts. Repeated no-shows may result in suspension or termination of the Professional’s account at Handykea’s sole discretion.

Client No-Show

A Client “no-show” occurs where:

(a) the Client is not available at the service address at the scheduled time and the issue cannot be resolved between the Professional and the Client through the in-App chat; or

(b) the Client is otherwise unable to provide the Professional with the access or conditions needed to perform the Task at the agreed time. Reasonable delays may be accommodated at the Professional’s discretion.

In the event of a Client no-show, a cancellation fee equal to 100% of the Task price applies, and no refund will be issued.