Cancellation, rescheduling and refunds
Refund eligibility applies after a payment has been collected and follows the cancellation and service-resolution policy below.
Outcome matrix
| Scenario | Refund | Retained |
|---|---|---|
| Provider cancels with no acceptable alternative | 100% | 0% |
| Customer cancels 24+ hours before | 100% | 0% |
| Customer cancels 12-24 hours before | 80% | 20% |
| Customer cancels under 12 hours before | 80% | 20% |
| No authorized person present at arrival | 80% | 20% |
| Duplicate or verified system/payment error | 100% | 0% |
| Wrong service selected, reported before dispatch | 100% | 0% |
| Wrong service selected, already dispatched | 80% | 20% |
Resolution requests
Customers may submit a refund or resolution request with a reason and optional supporting photographs. The JDR service team may offer correction, rescheduling, service credit, a partial refund, or a full refund. Decisions and explanations appear in the customer account. No automatic refund is promised after work has been substantially completed, and concerns must be reported within 24 hours after service completion.
Request statuses
- Requested
- Under Review
- Additional Information Required
- Approved
- Partially Approved
- Declined
- Processing
- Refunded
- Closed