What happens if a booking is cancelled

How payment works

Every booking is split into a 20% deposit, paid once a Provider accepts your request, and an 80% final payment, due when the job is completed. Both are charged via PayPal.

If the Client cancels

• Before a deposit is paid: no charge, no refund needed.
• After the deposit is paid: the Client receives a full refund of the deposit.

If the Provider cancels

If a Provider cancels an accepted booking (including a no-show), the Client receives a full refund of any deposit paid, and the Provider receives a strike on their account. Three strikes flags the Provider's account for Admin review and possible suspension.

If a request simply expires

A service request that a Provider hasn't responded to within 48 hours expires automatically. No payment is taken for an expired request.

If something goes wrong with the job

If the job wasn't completed as described, the Provider didn't show up, there was property damage, or you believe a charge is incorrect, raise a dispute from the booking page. An OnDemand Admin will review it, including chat history and job details, and decide the outcome, which may include a full or partial refund.

Refund timing

Approved refunds are issued to your original payment method through PayPal and typically appear within 5–10 business days, depending on your card issuer.

How to request a cancellation or refund

Use the Cancel booking or Raise a dispute action on your booking's status page. No need to email support first.