refund denied on booking inquiries

royalcleaning

Is anyone having trouble getting refunds for booking queries that were cancelled by customers? I was informed by Thumbtack via email that bookings cancelled by customers would be refunded, but when I request a refund they deny it and say that this is not grounds for a refund.

royalcleaning

I just think they can't say one thing and do something different, because then we can't trust the emails/communications they send us.

alexahansen

Hi there,
Thank you for bringing this to our attention. You're absolutely right — for booking inquiries, you're eligible for a refund when a customer cancels. We followed up with our refunds team and can confirm that your refund request for this booking inquiry has been approved.

Please note that this policy applies only to booking inquiries, which began on May 27th. Refund requests for past direct leads would not be eligible, as they fall outside of our current refund policy.