Refund Policy

This policy describes refund requests for bookings and payments made through H2H. It applies to customers using the marketplace and should be read with the Terms of Service. If local consumer law gives you a more protective right, that law applies.

A refund may be considered when a booking is cancelled under the applicable cancellation rules, a professional does not provide the confirmed service, a material service issue is supported by the available information, a duplicate or incorrect charge occurred, or H2H resolves a dispute in the customer’s favor. Eligibility depends on the facts, booking status, provider rules, and applicable law. The codebase does not define customer-facing refund eligibility or cancellation windows. Before launch, set the exact rules for customer cancellation, professional cancellation/no-show, late arrival, incomplete work, quality complaints, and customer no-show: [INSERT APPROVED ELIGIBILITY RULES AND TIME WINDOWS].

Subject to mandatory consumer rights, a request may be declined where the booking terms were met, the customer cancels outside an applicable refund window, the issue is not reported with enough information to assess it, or the claim is determined to be fraudulent or abusive. State any non-refundable fees or completed-service exceptions only after confirming they are lawful and disclosed before purchase: [CONFIRM NON-REFUNDABLE AMOUNTS AND EXCEPTIONS].

Contact H2H at info@h2h.work as soon as possible. Include the booking reference, a short explanation, the amount in question, and relevant evidence such as messages or job photos. Do not send full card numbers, passwords, or unnecessary sensitive information.

H2H may ask the customer and professional for information needed to review a request. We may consider booking records, communications, payment status, service evidence, and applicable marketplace rules. A request does not guarantee a refund.

H2H will review the available information and communicate the decision through [SUPPORT RESPONSE CHANNEL]. Target response time: [INSERT REALISTIC REVIEW SERVICE LEVEL]. H2H may issue a full or partial refund, reject the request, or take another action allowed by the Terms and law. Internal system records show refunds may be issued to an H2H wallet or returned through the original payment gateway; whether a customer may choose the destination and which method applies must be confirmed: [CONFIRM CUSTOMER REFUND DESTINATION OPTIONS].

Once approved, a wallet credit may appear after [INSERT WALLET PROCESSING TIME]. A refund to the original payment method depends on the bank, card issuer, wallet, or payment provider and may take [INSERT VERIFIED PAYMENT-PROVIDER ESTIMATE]. H2H cannot control the provider’s posting time. We will confirm the refund amount and destination when processed.

Where a booking involves a professional payout, H2H may pause or adjust the payout while a reported issue is reviewed, subject to the marketplace agreement, payment rules, and applicable law. This does not remove either party’s right to submit evidence or challenge a decision through available support channels.

This policy does not reduce mandatory rights under applicable consumer or payment law. If you have a concern about a decision, contact info@h2h.work. H2H may update this policy by posting a revised version and date. Contact: info@h2h.work.