We want every Fixly booking to feel fair — for the customer and for the pro doing the work. Here's how refunds work.
1. Before a pro claims the job
Full refund, always. If you cancel before a pro has claimed your job, we refund 100% of the amount charged. There is no cancellation fee.
2. After a pro claims — before the scheduled window
- Cancel > 2 hours before the scheduled start: full refund.
- Cancel within 2 hours of the scheduled start: 50% refund. The remaining 50% goes to the pro who reserved that window.
3. After the job starts
Once a pro has started the work (checked in on-site or begun a remote job), the booking is non-refundable, except in the cases below.
4. Service issues
If the completed work is materially incomplete or unsatisfactory, contact Support within 48 hours of completion. We will investigate and, at our discretion, offer a partial refund, a credit, or a re-service by another pro at no additional charge.
5. Pro no-shows
If a pro fails to show up in the scheduled window and does not communicate a delay, contact Support. We will re-dispatch to another pro at no additional cost, or issue a full refund.
6. How to request a refund
Open the Support page, pick "Refund request" as the topic, and include your booking details. Refunds are processed back to the original payment method within 5–10 business days after approval.
7. Chargebacks
If you believe a charge is incorrect, please reach out to Support first — we can almost always resolve issues faster than a chargeback. Fraudulent chargebacks may result in account suspension.