Return & Refund Policy

1. Introduction

This policy explains what happens when a booking is cancelled or changed, and how money returns to you. It reflects how Worbour actually works today: bookings are paid through the Worbour wallet, and cancelled amounts are credited back to that wallet.

2. Booking Cancellation

You can cancel a booking yourself from My Bookings while its status is Confirmed or Scheduled. Once a booking is Completed — or already Cancelled — it can no longer be cancelled from your side. If you need help cancelling in any other situation, contact support and we will assist.

3. Cancellation Before & After Provider Assignment

A booking can be cancelled any time before the professional completes the work. The earlier you cancel, the better — a professional may already be assigned or on the way, so last-minute cancellations waste a reserved slot. Refund eligibility for each situation follows the booking conditions shown at confirmation.

4. Provider Cancellation

If a provider cancels an assigned booking, or Worbour has to withdraw a professional, you are informed promptly and the booking is either reassigned to another professional or cancelled at your choice — with the full amount credited back to your wallet if no replacement is arranged.

5. Service Not Available

If the service you booked becomes unavailable in your area or on your date, we inform you and offer alternatives. If none works for you, the booking is cancelled and the full amount returns to your wallet.

6. Failed Payments

If a payment does not succeed, the booking is not confirmed and no amount leaves your wallet balance in a way that needs recovering — the booking flow simply asks you to retry or top up. If your wallet statement ever shows a debit without a corresponding confirmed booking, contact support and we will correct it.

7. Duplicate Payments

If you are charged twice for the same booking, the extra amount is credited back to your wallet once verified. Report it from the support page with your booking ID and the transaction entries will be reviewed and corrected.

8. Refund Eligibility

Refund eligibility follows the booking conditions displayed at the time of confirmation. As a rule of thumb:

• Full wallet credit when a booking is cancelled before a professional is assigned.
• Wallet credit for cancellations of assigned bookings — timing-based conditions may apply where the booking conditions provide for them.
• Full wallet credit when the provider or Worbour cancels, or the service is unavailable.
• No refund for services already completed.

Worbour does not charge any separate cancellation fee today. If cancellation charges are ever introduced, they will be shown on the booking before you confirm, and this policy will be updated.

9. Refund Processing

Cancellations you make yourself are credited back to your Worbour wallet automatically when the cancellation is processed — you will see the credit on your wallet statement straight away, with the booking ID as the reference.

Refunds handled by support (duplicate charges, corrections, provider cancellations) are reviewed by the payments team and credited to your wallet once approved.

10. Refund Timeline

Wallet credits from your own cancellations appear on your wallet statement as soon as the cancellation is processed. Support-handled refunds are processed after review — the timing depends on the case, and we keep you informed through notifications while it is being handled.

11. Partial Refunds

If part of a service was already delivered before cancellation, any refund may be adjusted for the portion delivered, according to the booking conditions shown at confirmation. The amount and reason are always shown on your wallet statement.

12. Non-Refundable Charges

Worbour does not add any separate service or platform fee today, and there is no cancellation fee. Coupons give the discount shown at confirmation; the discounted amount you actually paid is the amount eligible for refund.

13. Disputed Transactions

If you disagree with a charge or a refund decision, raise it from the support page with your booking ID. Our team reviews the booking and wallet records and responds with the outcome. You can also follow your case through your support tickets.

14. How to Request a Refund

For most situations no request is needed — cancelling from My Bookings triggers the wallet credit automatically. For anything else (duplicate charge, provider cancellation, adjustment questions):

• Open the support page from your account, or use the contact page if you are not signed in.
• Include your booking ID (shown as BKG-…) and what happened.
• Our team reviews and responds, and approved amounts are credited to your wallet.

Contact support Open the FAQs

15. Contact Information

Need help with this policy or anything else? Our support team is happy to assist.

Contact our support team See the FAQs