This Refund & Cancellation Policy applies to all bookings made through the Nifty platform and forms part of the Terms of Service, Customer Terms, and Pro Terms.
1. General Principles
Nifty is a marketplace connecting Customers with independent service providers ("Pros").
- Nifty does not guarantee refunds
- Refund eligibility depends on timing, service status, and payment method
- Policies differ depending on whether Nifty facilitates payment
2. Booking Status Definitions
For clarity:
- Confirmed Booking – Accepted by a Pro
- Cancelled Booking – Cancelled before service start
- No-Show – Customer or Pro fails to attend
- Service Started – Work has begun, or the Pro has arrived
3. Customer Cancellations
3.1 Cancellation Before Service Start
If a Customer cancels:
- Within the free cancellation window (if applicable): no charge
- After the free cancellation window, cancellation fees may apply
- After the Pro has arrived or work has started, a full charge may apply
Exact time windows are displayed at booking.
3.2 Customer No-Shows
If the Customer:
- Is not present
- Fails to provide access
- Provides unsafe conditions
This may be treated as a no-show, and the booking may be charged in full.
4. Pro Cancellations
If a Pro cancels:
- Before service starts: the booking may be rescheduled or refunded
- After arrival or repeatedly without cause, the Pro may face penalties
Nifty may track Pro's reliability and enforce sanctions.
5. Rescheduling
- Rescheduling is subject to the Pro's availability
- Repeated reschedules may be limited
- Rescheduling close to the booking time may be treated as a cancellation
6. Refunds When Nifty Does NOT Handle Payments
If payment is handled directly between Customer and Pro:
- Nifty does not issue refunds
- Refund responsibility lies with the Pro
- Nifty does not mediate payment disputes
Nifty may assist with communication, but does not guarantee outcomes.
7. Refunds When Nifty Handles Payments
If Nifty facilitates payment:
7.1 Eligible Refund Scenarios
Refunds may be issued if:
- The Pro fails to attend
- The service is materially different from what was booked
- The booking is cancelled within the free cancellation window
- The job cannot proceed due to a Pro fault
7.2 Non-Refundable Scenarios
Refunds may be denied if:
- Work has already started
- Customer actions caused the issue
- The Customer is a no-show
- The complaint is raised outside the allowed timeframe
7.3 Partial Refunds
Partial refunds may be issued where:
- Part of the service was completed
- The scope was reduced with agreement
- A reasonable adjustment is appropriate
Refund decisions are made at Nifty's discretion.
8. Reporting Issues
To be eligible for review, Customers must:
- Report issues within 72 hours of service completion
- Provide evidence (photos, messages, notes)
- Cooperate with reasonable investigation requests
Failure to do so may void eligibility.
9. Chargebacks & Payment Disputes
If a Customer initiates a chargeback:
- The booking may be disputed
- Supporting evidence may be provided to the payment provider
- Abuse of chargebacks may result in account suspension
10. Abuse & Enforcement
Nifty may restrict or suspend accounts for:
- Repeated cancellations
- Refund abuse
- Fraudulent claims
- Manipulation of booking outcomes
11. No Guarantee of Refund
Refunds are not guaranteed and are assessed on a case-by-case basis.
Nifty's decision regarding refunds is final, subject to applicable law.
12. Policy Changes
Nifty may update this policy at any time.
Changes apply to future bookings unless required otherwise by law.
13. Contact
If you have questions about our refund or cancellation policy, contact:
Email: info@niftypro.co.uk