1. Customer Cancellations
- Before the provider is on the way: You may cancel free of charge. The held authorization on your payment method will be released within a few business days, depending on your bank.
- After the provider is on the way but before the safety code is exchanged: A travel fee may apply, set by the provider, to compensate for prep and travel time.
- After the safety code is exchanged: Cancellations are treated as completed jobs and are subject to the provider’s quoted price, unless the dispute team determines otherwise.
2. Provider Cancellations
If a provider cancels after accepting a booking, the customer is refunded in full and the booking is re-opened for invitations from other providers. Frequent provider cancellations may result in account review or suspension.
3. Refunds for Quality Issues
If a service is not performed as described, you may request a refund through the app within 7 days of completion. Provide a written description and photographic evidence where relevant. The dispute team will review the booking record, chat history, scope of work, photos, and the safety code exchange before making a determination.
Possible outcomes include:
- Full refund — when the service was not performed or materially differed from the agreed scope.
- Partial refund — when part of the work was acceptable and part was not.
- Make-it-right visit — the provider returns to complete or correct the work, at no extra cost.
- No refund — when evidence supports that the agreed work was performed properly.
4. Payment Holds and Releases
Customer payments may be held in escrow through Stripe until the safety code is exchanged and the job is marked complete. Once released, refunds are returned via the original payment method. Bank-processing times vary (typically 3–10 business days).
5. Chargebacks
Initiating a chargeback through your card issuer for a Tavfon booking will result in a temporary account hold while we investigate. We will respond to your card issuer with the relevant booking record, safety-code log, chat history and any photographs. Fraudulent chargebacks may result in permanent account termination.
6. Materials and Out-of-Scope Work
If a provider needs to purchase materials or perform work outside the original scope, both parties must agree to a written change in scope within the app before that work begins. Out-of-scope charges added without your approval are not enforceable through Tavfon.
7. Disputes
For full details on how disputes are reviewed, see our Safety Policy and Terms of Service. Our team responds to dispute submissions within two business days.
8. Contact
For refund questions, email support@tavfon.com. For legal escalations, contact legal@tavfon.com.