GOTITMATE Policy

Refund Policy

This Refund Policy explains how GOTITMATE may handle cancellations, refunds, payment errors, provider no-shows and service-related disputes.

Last Updated: June 2026

1. Introduction

GOTITMATE aims to provide a fair and transparent experience for customers and service providers. This Refund Policy explains when refunds may be considered, when charges may apply and how customers can raise a refund request.

This policy should be read together with our Terms & Conditions, Privacy Policy and Cookie Policy.

2. GOTITMATE Marketplace Model

GOTITMATE is a service marketplace that connects customers with independent service providers. The provider is responsible for carrying out the agreed work, while GOTITMATE helps with discovery, booking, communication and future payment features where applicable.

Refund responsibility may depend on how the booking was made, how payment was taken, whether the service was started or completed, and the agreement between the customer and provider.

3. When This Policy Applies

This Refund Policy may apply when:

  • A customer books or requests a service through GOTITMATE.
  • A payment is made through a future GOTITMATE payment system.
  • A customer reports a duplicate payment or incorrect charge.
  • A provider does not attend a confirmed booking.
  • A booking is cancelled before the service starts.
  • A customer raises a service quality concern.

4. Booking Cancellations Before Work Starts

Customers should request cancellation as early as possible. If the provider has not started travelling, purchased materials or started the agreed work, a refund or cancellation without charge may be possible.

If the provider has already spent time, travelled, reserved availability or purchased agreed materials, reasonable charges may apply.

5. Same-Day, Urgent and Emergency Bookings

For urgent, same-day or emergency bookings, cancellation terms may be stricter because the provider may reserve immediate time, turn down other work or start travelling quickly.

If a customer cancels after the provider has accepted an urgent booking or started travelling, call-out fees, emergency fees or reasonable costs may still be payable.

6. Refund Eligibility

Refunds may be considered when:

  • The service was paid for but not provided.
  • The provider did not attend a confirmed booking without reasonable notice.
  • A payment was taken incorrectly.
  • A duplicate payment was made.
  • A technical error caused an incorrect charge.
  • The booking was cancelled before work, travel or material costs began.
  • The provider and GOTITMATE agree that a refund is appropriate.

7. Non-Refundable Situations

Refunds may not be available when:

  • The agreed service has already been completed.
  • The customer changes their mind after the work is completed.
  • The customer provided incorrect details, address or service information.
  • The provider completed the agreed work as requested.
  • The issue was caused by factors outside the provider’s control.
  • The customer refused reasonable access for the provider to complete the work.
  • Materials, parts or specialist items were purchased with the customer’s agreement.

8. Partial Refunds

In some cases, a partial refund may be more appropriate than a full refund. This may happen where part of the service was completed, the provider incurred reasonable costs or only part of the payment was incorrect.

Partial refunds may take into account labour already completed, travel, call-out fees, payment processing fees, agreed materials and the stage of the booking.

9. Service Quality Concerns

If a customer is unhappy with the quality of a service, they should first contact the provider and explain the issue clearly. Many issues can be resolved through correction, clarification or follow-up support.

If the issue is not resolved, the customer may contact GOTITMATE with booking details, evidence and a clear explanation. GOTITMATE may review the situation and help with communication between the customer and provider.

10. Provider No-Shows

If a provider fails to attend a confirmed booking without reasonable notice, the customer may be eligible for a refund depending on the payment method used and the circumstances of the booking.

GOTITMATE may also review provider behaviour where repeated no-shows or poor communication are reported.

11. Duplicate or Incorrect Payments

If a duplicate payment, incorrect charge or technical payment issue occurs, customers should contact GOTITMATE as soon as possible with supporting details.

Verified duplicate or incorrect payments may be refunded to the original payment method where possible.

12. Parts, Materials and Additional Costs

Some services may require parts, materials or specialist items. These costs should be explained and agreed before purchase or use wherever possible.

Parts and materials may not be refundable if they were purchased specifically for the customer’s job, used during the service or cannot reasonably be returned.

13. Future Online Payments

GOTITMATE may introduce online payments in the future. When this happens, refund handling may depend on the payment provider, card network rules, banking timelines and the original payment method.

Additional refund procedures may be added once live payments, deposits, wallet features or provider payouts are introduced.

14. Refund Processing Time

Approved refunds may take several business days to appear in the customer’s account. Processing time can depend on banks, card providers, payment processors and the payment method originally used.

GOTITMATE cannot control bank or card provider processing delays once a refund has been submitted.

15. How to Request a Refund

To request a refund, customers should contact GOTITMATE through the Contact Us page and provide:

  • Booking ID or booking details
  • Date and time of the service
  • Provider name or service category
  • Payment details or proof of payment where applicable
  • Reason for the refund request
  • Photos, screenshots or supporting evidence if available

16. Review of Refund Requests

GOTITMATE may review refund requests by checking booking details, messages, provider notes, payment records and customer evidence. We may contact the customer and provider before making a decision.

Refund decisions may depend on the facts of each case, the provider’s response, the stage of the job and any relevant legal rights.

17. Legal Rights

Nothing in this Refund Policy is intended to remove any legal rights that customers may have under applicable consumer protection law.

If a customer has legal cancellation, refund or service quality rights, those rights will continue to apply.

18. Changes to This Refund Policy

We may update this Refund Policy when GOTITMATE adds new features, online payments, provider payouts, booking deposits, cancellation rules or dispute handling processes.

The latest version of this Refund Policy will be available on this page.

19. Contact Us

If you have any questions about refunds, cancellations or service disputes, please contact GOTITMATE:

Important: This Refund Policy is a practical website template for GOTITMATE. Before launching live online payments, deposits, provider payouts or automated refund decisions, this policy should be reviewed by a qualified legal professional.

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