Refunds & Cancellations

Under the UK Consumer Contracts Regulations 2013, you have 14 days to cancel a service contract for a full refund, unless the work has already started with your express agreement. Emergency bookings always waive the cooling-off period because the work starts immediately.

If a provider cancels a confirmed booking, you receive a full refund within 3 business days and a £10 platform credit as a gesture of goodwill. We will also prioritise finding you a replacement provider.

You can reschedule any booking up to 2 hours before the start time free of charge from the job detail screen. One reschedule is included; subsequent reschedules attract a £5 coordination fee per change.

Every job is backed by our Platform Quality Guarantee:

• Flag issues within 24 hours of completion using the “Report an issue” button on the booking.
• We hold the payment in escrow until the issue is resolved.
• If the provider cannot fix the issue free of charge, we dispatch another pro at no extra cost to you — or issue a full refund.
• For damage caused by negligent workmanship, our £2,000,000 platform insurance applies in addition to the provider’s own public liability cover.

• Raise a dispute via the in-app “Open a dispute” flow, or at /disputes.
• Our concierge team acknowledges within 4 working hours.
• We gather evidence from both sides (photos, messages, timestamps) and aim to decide within 5 working days.
• If you disagree with the outcome, you retain your right to alternative dispute resolution and to bring a claim in court.

Approved refunds are returned to the original payment method via Stripe. Card refunds typically arrive within 3–5 business days (some banks take up to 10). Platform credits appear instantly and can be used on any future booking.

Questions about a refund? Contact billing@neuralfixit.com or open a ticket at /support.