When a job can be cancelled
You can cancel a job at any point while it is running - even when the tradesperson is on the way, on site, already working, or has the work paused. Cancelling is a simple action in your app, and you always pick a reason for it: the tradesperson knows what happened and it helps us see how jobs go.
The tradesperson can cancel the job too, but only before getting down to work - for instance if it turns out they cannot take it on for some reason.
Self-service cancellation is not available in two situations. The first is wrapping up: once the tradesperson closes the work and sends it to you for confirmation, it waits for you to confirm it or to report a problem. The second is a reported problem - while the FixIt team is reviewing it, the job waits for that decision, and any cancellation is part of the outcome.
Cancelling works during the job too - always with a reason
You can cancel even when the tradesperson is already working or has paused the job. Each time, you pick a reason for the cancellation. No deadline and no percentage of the price is charged - only the travel fee, and only once the tradesperson has set off.
When cancelling costs the travel fee
While the tradesperson has not left yet, cancelling is free. Once they have set off for your job - on the way, on site, working, or with the work paused - cancelling is charged the travel fee. That is exactly the travel amount you would have paid on a completed job; you see it upfront when the job is accepted, and cancelling does not change it.
Nothing else is charged: no penalty, no percentage of the labour price, and no surcharge for how far along the job was. The price of the work itself only comes into existence when the tradesperson finishes and prices it - so a cancelled job has none.
The travel fee arrives as an ordinary invoice with a due date. While it is unpaid and past due you cannot start a new job - the same as with an unpaid invoice for completed work.
Cancelling before they set off is always free
We charge the travel fee only, and only once the tradesperson has actually set off for you. There is no charge for the cancellation itself.
How money is refunded
When a refund is due, FixIt refunds it proportionally - the corresponding share of both the price and the fee is returned, not just one of the items. The refund goes back the same way the payment came, through the Stripe payment gateway.
For jobs done by a partner company, both the FixIt fee and the amount transferred to the company are reduced proportionally, so the refund does not harm anyone disproportionately.
When a dispute arises
If you are not satisfied with the work done or something went wrong, you can report the situation. The FixIt team assesses it and, depending on the circumstances, may close the job, return it for resolution, cancel it, or reject the report. Any refund here, too, is made proportionally.
While the report is being assessed, you cannot cancel the job yourself - the reported problem would otherwise be left hanging without a resolution. What happens to the job is decided by the outcome of the assessment.
FAQ
- Can I cancel a job the tradesperson is already working on?
- Yes. You can cancel throughout the work, including while it is paused - you just pick a reason. It stops being possible once the tradesperson is finishing the job and sending it to you for confirmation; at that point you either confirm it or report a problem.
- Do you charge a penalty for cancelling a job?
- No penalty. But once the tradesperson has set off for your job, cancelling is charged the travel fee - the same travel amount you would have paid on a completed job. Cancel before they set off and you pay nothing.
- Why do I always have to pick a reason when cancelling?
- A reason is required for every cancellation. It tells the tradesperson why the job ended and shows us where something keeps going wrong. If none of the offered reasons fits, you write your own.
- Why can I not cancel a job I have reported a problem on?
- A reported problem keeps the job open until the FixIt team assesses it. If you cancelled it in the meantime, the report would be left without a resolution - so the outcome of the assessment decides, and that outcome can include cancelling the job with a proportional refund.
- Is there any penalty for cancelling?
- No. No penalty is charged and no deadline is applied, at any stage of the job. You only pick a reason for the cancellation.
- How much money do I get back?
- A proportional part is returned - the corresponding share of both the price and the fee. The refund goes back the same way the payment came.