Cancellation Policy
In the event that the homeowner cancels:
If you wish to cancel your booking, it is important to consider the timing. Therefore, please make sure to cancel the appointment as soon as possible.
- If you cancel your booking at least 24 hours before the scheduled start time of your project, you will receive a full refund.
- If you cancel within 24 hours of your project's scheduled start time, a nonrefundable $150 cancellation fee will be charged, but the rest of your payment will be refunded.
In the event that the pro cancels:
- If the pro cancels at least 48 hours before the scheduled job time, we will endeavor to find you a different pro. However, if we are unable to find another qualified pro who is available, we will cancel the booking and refund the full amount to your card.
- If the pro cancels within 48 hours of the scheduled job time, you will receive a full refund. Please note that it is unlikely to find a replacement pro on such short notice. However, you have the option to book your project with a new pro for a later date.
If Toilo cancel the appointment:
- In rare cases where we cannot find the right pro for your project within the first 24 hours, Toilo may cancel the booking. If this occurs, we will promptly notify you and refund the full amount to your card.
If the pro is unable to perform the job:
- If the pro determines that they are unable to complete the project after assessing the jobsite, you will receive a refund. Please contact our support team for assistance in obtaining your refund.
If the pro fails to show up:
- We strive to prevent such occurrences, but if the pro does not show up, you will receive a full refund. Please contact our support team for assistance in processing your refund.
If you have any further questions or require additional support, please don't hesitate to reach out to our support team.
Modifications
We understand that plans can change. Here's important information for various scenarios.
1. You wish to reschedule or modify your project details.
- You have the flexibility to reschedule your project once until the start time of the job.
- If you decide to reschedule, we will match you with a new pro.
- Learn how to reschedule your booking for detailed instructions.
2. The pro requests additional payment, despite no changes in project details.
- When a pro accepts your booking, they agree to the price you paid through Toilo.
- This means the pro cannot charge you extra to complete the requested project.
- If the pro disagrees with the price, please contact us, and we'll assist in resolving the matter.
- It is your responsibility to ensure that the scope of your project accurately aligns with the project description provided when booking on Toilo.
- Providing incorrect project descriptions may lead to cancellation, including applicable cancellation fees.
3.You and the pro reach an agreement on additional services.
- If you have met with the pro and wish to extend the collaboration or expand the original project, that's fantastic!
- You and the pro will work together to determine pricing and establish a plan that satisfies both parties.
- While the initial payment to the pro is made through Toilo, the additional amount will be charges as additional amount through Toilo.
