Cancellation & Refund Policy

1. Scope and Platform Role

This policy explains cancellation and refund handling for Taskly tasks and Taskly Pro access. It is practical platform guidance prepared for legal review and does not replace mandatory consumer rights.

Taskly is an online intermediary marketplace. Taskly connects customers with independent Taskers and Pros and provides platform, payment, messaging, access, and support tools.

Taskly does not perform, supervise, guarantee, or warrant the underlying task or project. The actual service relationship is between the customer and the independent Tasker or Pro.

2. Taskly Task Cancellation Before a Tasker Is Selected

• A customer may withdraw or edit a posted task before selecting a Tasker without a Taskly cancellation fee.
• No task service payment should be captured before the relevant booking/payment flow is confirmed.
• Taskly may still restrict misuse such as repeated fake tasks, spam, abusive requests, or attempts to collect personal data outside the service purpose.

3. Taskly Task Free Cancellation Window

• After a task booking is confirmed, free customer cancellation is available until 24 hours before the scheduled start time.
• If cancellation is made during the free window, Taskly will release or refund the authorized amount according to Stripe/payment-provider timing.
• Banks and payment providers may take additional time to show a released hold or refund on the customer's statement.

4. Taskly Task Late Cancellation Fee

• If the customer cancels within 24 hours before the scheduled start time, a 25% late cancellation fee may apply.
• The remaining amount is released or refunded according to the payment status and provider timing.
• The late cancellation fee reflects reserved Tasker time, payment processing, platform support, and administrative handling. The current internal split may allocate part of the fee to the Tasker and part to Taskly/platform/payment costs.
• Taskly may waive or adjust the fee in fair cases, for example clear Tasker fault, safety concerns, duplicate booking, technical error, or other exceptional circumstances.

5. Started Tasks, Rejection, and Disputes

Once a Taskly task has started, normal self-cancellation is usually unavailable through the standard cancellation button.

• If the customer believes the task was not performed, was materially incomplete, unsafe, or outside the agreed scope, the customer should use the rejection/dispute/support flow promptly.
• Taskly may review messages, task details, timestamps, photos, payment status, and other available information.
• Taskly may pause Tasker payout while reviewing a dispute.
• Taskly may facilitate a practical resolution, but Taskly is not a court, arbitrator, mediator, or legal authority.

6. Refund Outcomes for Taskly Tasks

• A full refund or release may be appropriate if the Tasker cancels, does not show up, cannot lawfully perform the task, or the payment was duplicated or made in error.
• A partial refund may be appropriate if part of the task was completed, the scope changed by agreement, evidence is mixed, or both parties contributed to the problem.
• No refund may be appropriate where the customer approved completion, the task was performed substantially as agreed, no timely dispute was raised, or the issue relates to an off-platform agreement Taskly cannot verify.
• Mandatory consumer rights remain valid in all cases.

7. Tasker Cancellation or No-Show

• If a Tasker cancels a confirmed task booking or does not appear as agreed, the customer should not be charged for the underlying task through Taskly.
• Any authorized amount should be released or refunded, subject to payment-provider timing and evidence review where needed.
• Taskly may warn, restrict, suspend, or remove Taskers for repeated cancellations, no-shows, unsafe conduct, or misuse.
• Taskly is not liable for indirect losses caused by a Tasker cancellation or no-show, except where mandatory law says otherwise.

8. Chargebacks and Payment Reversals

• If a customer starts a chargeback, bank dispute, or payment reversal, Taskly may share relevant transaction, task, and support information with Stripe, banks, and payment networks.
• Taskly may pause payout, access, refunds, or account features while a chargeback is being reviewed.
• Chargebacks do not cancel the customer's obligation to communicate honestly or the provider's obligation to cooperate with evidence requests.

9. Taskly Pro Access Fee Refunds

Posting a Taskly Pro request is free. The Pro Access Fee is paid only after one or more Pros respond and the customer chooses to unlock the interested Pro profiles, responses, rough quotes, portfolios, messages, and in-app chat.

• The Pro Access Fee may be refunded if there are no meaningful valid Pro responses after payment, all responses are invalid/spam, all Pros cancel or no-show before meaningful contact, or a duplicate/technical payment error occurred.
• A response is not invalid merely because the customer dislikes the rough price, prefers another provider, changes their mind, or later decides not to continue.
• Refund requests should be sent to support with the Pro request details and the reason for the request.

10. Non-Refundable Pro Access Fee Cases

• The Pro Access Fee is normally not refundable where the customer unlocked valid Pro profiles/offers/messages/portfolios and simply decides not to continue.
• The fee is normally not refundable where the customer hires outside Taskly, changes the project, stops responding, or chooses not to invite a site visit after receiving valid responses.
• The fee is not a deposit toward the Pro's project price and is not automatically credited toward future Taskly payments unless Taskly expressly offers that option in the product flow.

11. Consumer Rights and Support

• Customers keep all mandatory rights under Bulgarian and EU consumer law.
• Withdrawal/cancellation rights may differ for completed services, urgent repairs, custom work, and immediate digital access to Pro responses after the customer requests unlocking.
• For help, contact Taskly support or admin@tasklyco.com. Consumers may also use applicable Bulgarian/EU consumer protection and alternative dispute resolution channels.

12. Policy Updates

Taskly may update this policy from time to time. The version shown in the app or on the website applies unless mandatory law requires another result.

This policy should be read together with the Terms of Service, Payment & Commission Policy, and Privacy Policy.