Refund request

Vipcleaninginc

I don’t understand why most of the times the clients that refuse to contact me, or stop answering are not qualified to request a refund. Even had a customer that told me on the conversation that he was ok to cancel the appointment and of course you guys didn’t gave me the money back. You must change the rule you applied the refund system, cause 1 is confusing when qualifies or not and 2 it’s the only way we can get back money since clients don’t hire us

chilogm1

I use to get refund all the time until now. Specially when it comes to instant booking it use to be refunded automatically but now they don’t even refund the money

DustiO

@Vipcleaninginc sorry that the refund policy is confusing - here is an article that outlines it, if it helps. Unfortunately we aren't able to help with refund requests in the Community, if you have questions about a specific refund you'll need to contact support. When customers reach out are you contacting them through the Thumbtack app, and also calling and/or texting? We've had a lot of successful pros tell us that they contact using all 3 methods (you probably already do, but worth mentioning!). In the meantime is there anything else I can help to answer?

@chilogm1 there is an automatic 15 minute cancellation refund for Instant Book — I think I already commented in another thread where you would have read that - but it's still good to hear the feedback. Is there more specific feedback you have about refunds that I could pass along to the team? Thank you!