Refund & Cancellation Policy

Last updated: [DATE]

DRAFT — for attorney review before publication.

This policy explains how billing, refunds, and disputes work on DIY Pros. It supplements, and does not replace, the Terms of Service.

1. How Sessions Are Billed

• Sessions are billed in 15-minute increments, rounded up. A session that runs 16 minutes bills as 30 minutes.
• The first 2 minutes of any session are free. If a session ends within that window — for example, because the Pro clearly can't help — you are not charged anything at all, and no refund request is needed.
• Beyond that 2-minute window, you are billed for actual elapsed time, rounded up to the next 15-minute increment, at the rate shown on the Pro's profile when the session started or was booked.
• Charges are collected automatically from your payment method on file at the end of the session.

2. Requesting a Refund

If your session ran past the free window but you feel the Pro was not able to genuinely help you, you can request a refund from within the app, either during or immediately after the session. Your request goes to the Pro, who will review it and either approve or deny it.

• If approved, the charge for that session is reversed.
• If denied, the charge stands unless you successfully dispute it (see below).

3. Disputing a Denied Refund

If your refund request is denied and you believe that was incorrect, you can submit a written dispute explaining why. Disputes are reviewed manually by DIY Pros.

Submitting a dispute does not automatically refund your charge. A refund only happens if DIY Pros' review of your dispute results in one being approved. We aim to review disputes promptly, but no specific timeframe is guaranteed. [PLACEHOLDER: consider committing to a specific review turnaround time once volume is established.]

4. Record-Keeping

Refund requests and disputes, including any written explanation you provide, are kept as part of your account's permanent record for support and audit purposes.

5. Fair Use of Refunds

Refund requests should reflect a genuine belief that the Pro was unable to help. DIY Pros monitors for unusually frequent refund requests from the same account, which may indicate abuse of the refund process. Accounts found to be abusing refunds may be warned, suspended, or terminated — see the Terms of Service.

6. Cancelling a Scheduled (Future) Session

[PLACEHOLDER: this document currently reflects only the built refund flow for completed sessions. If cancellation of a not-yet-started scheduled/booked session should have its own rules — e.g., a cutoff time before which a client can cancel with no charge — define that policy here before publishing; as of this draft, no charge occurs until a session actually starts, so there is nothing to "cancel" financially before that point.]

7. Contact

Questions about a specific charge, refund, or dispute can be sent to [SUPPORT EMAIL].