Refund Policy

This Refund Policy explains how refunds may be requested, reviewed, approved, declined, or otherwise handled in relation to payments made through the Click&Done platform.

Click&Done is a digital platform that connects Customers with independent Specialists for the provision of services. Depending on the applicable transaction flow, Click&Done may facilitate booking-related payments, temporary holding of funds, release of funds to Specialists, and the handling of refunds, partial refunds, cancellations, call-out fees, attendance-related charges, and payment disputes.

Because Click&Done operates as a platform between Customers and Specialists, refund outcomes do not depend only on whether a service was completed in full. Refund decisions may also depend on the circumstances of the Booking, including whether a Specialist attended or attempted to attend, whether the Customer provided accurate information and reasonable access, whether a cancellation occurred, whether reasonable costs were already incurred, and whether a dispute has been raised and reviewed.

This Refund Policy is intended to provide a fair, transparent, and commercially reasonable framework for handling refunds while also protecting the legitimate interests of Customers, Specialists, Click&Done, and Click&Done’s payment partners.

This Refund Policy must be read together with Click&Done’s Terms and Conditions, Acceptable Use Policy, and Privacy Policy, as each may affect the handling of cancellations, disputes, charges, payment reversals, and refund outcomes.

By using the Click&Done platform and making or receiving payments through it, users acknowledge that refunds are subject to this Refund Policy, the applicable booking and payment flow, the facts of the relevant transaction, and any platform decision made by Click&Done in accordance with its Terms and Conditions and applicable law.

This Refund Policy applies to all users of the Click&Done platform involved in payment-enabled transactions, including:

This Refund Policy applies to payments made through or in connection with the Click&Done platform, including where Click&Done facilitates payment collection, temporary holding of funds, release of funds, partial refunds, full refunds, reversals, call-out fees, attendance-related charges, wasted-trip charges, cancellation outcomes, or other transaction adjustments.

This Refund Policy applies whether the relevant issue arises from:

This Refund Policy applies only to transactions that are processed through Click&Done’s payment-enabled transaction flow or are otherwise treated by Click&Done as Platform transactions for payment and refund purposes.

This Refund Policy does not necessarily apply to:

Where a user takes a transaction off-platform in breach of Click&Done’s Terms and Conditions or other Platform rules, Click&Done may decline to administer a refund under this Refund Policy, may limit the assistance it provides, and may take enforcement action in accordance with its Terms and Conditions.

This Refund Policy also applies together with Click&Done’s Terms and Conditions, Acceptable Use Policy, and Privacy Policy. If a refund-related issue also involves a cancellation, dispute, fraud review, chargeback, compliance review, or policy breach, Click&Done may apply this Refund Policy together with the relevant provisions of those other documents.

For the avoidance of doubt, this Refund Policy governs how Click&Done handles refund outcomes for Platform purposes. It does not prevent a Customer or Specialist from having rights or obligations against one another under applicable law outside the Platform, but Click&Done may still apply and enforce its own Platform refund, payment, and account outcomes in accordance with this Refund Policy and its Terms and Conditions.

Click&Done is a platform that connects Customers with independent Specialists for the provision of services. Where payment-enabled functionality is available, Click&Done may facilitate the collection of payments from Customers, the temporary holding of funds, the release of funds to Specialists, and the handling of refunds, partial refunds, reversals, payout delays, and other transaction adjustments.

In a typical Platform transaction:

Depending on the relevant Booking or service category, Click&Done may use a transaction model that includes one or more of the following:

• payment before the service is performed;

• payment authorisation or reservation before the service is performed;

• temporary holding of funds pending attendance, completion, or review;

• release of funds after completion, confirmation, or expiry of a review period;

• full refunds or partial refunds;

• deduction of Platform Fees;
• payment of Call-Out Fees, attendance-related charges, or wasted-trip charges in appropriate cases; and

• transaction adjustments following cancellations, disputes, chargebacks, or other payment events.

Click&Done’s role is to administer the Platform payment flow and related payment outcomes for Platform purposes. This means Click&Done may, where appropriate and in accordance with its Terms and Conditions and this Refund Policy:

A refund outcome does not depend only on whether the underlying service was completed in full. Click&Done may also consider factors such as:

• whether the Specialist attended or attempted to attend;

• whether the Customer provided accurate information and reasonable access;

• whether the Booking was cancelled and, if so, when and by whom;

• whether the Specialist had already started travel or incurred reasonable costs;

• whether any part of the service was performed;

• whether there is evidence of Customer fault or Specialist fault;

• whether a dispute has been raised; and

• whether any policy breach, fraud risk, or payment issue has arisen.

For this reason, a Customer is not automatically entitled to a full refund merely because the service did not go ahead or was not completed in full, and a Specialist is not automatically entitled to full payment merely because they travelled or attended. The payment outcome may be a full refund, partial refund, no refund, partial release of funds to the Specialist, or another outcome permitted under Click&Done’s rules.

Click&Done may also use third-party payment processors, banks, payout providers, and other payment partners to support these transaction flows. As a result, the timing and handling of payments, refunds, reversals, and payouts may depend in part on the processes, rules, technical limitations, and compliance requirements of those third parties.

For the avoidance of doubt, this Refund Policy governs how Click&Done handles refund-related outcomes for Platform purposes. It does not change the fact that Customers and Specialists are responsible for their own conduct and for the underlying service relationship between them, subject to Click&Done’s rights to administer Platform payment flows and enforce Platform rules.

Click&Done aims to handle refunds fairly, consistently, transparently, and in a commercially reasonable manner, taking into account the interests of Customers, Specialists, Click&Done, and Click&Done’s payment partners.

Refund outcomes are determined on the basis of the relevant facts and circumstances of each Booking and are not automatic. A refund decision may result in a full refund, partial refund, no refund, release of all or part of the funds to the Specialist, application of a Call-Out Fee or attendance-related charge, or another transaction outcome permitted under Click&Done’s Terms and Conditions and this Refund Policy.

In reviewing any refund, Click&Done may take into account factors including:

A Customer is not automatically entitled to a full refund merely because:

• the service was not completed in full;
• the Customer changed their mind;

• the Customer no longer wishes to proceed;

• the Customer cancelled after the Specialist had already committed time or cost; or

• a dispute has been raised.

Likewise, a Specialist is not automatically entitled to full payment merely because:

• a Booking was confirmed;

• travel was planned or commenced;

• attendance was attempted; or

• some work was started.

Click&Done may determine that the fair Platform outcome is a partial refund where both sides have some legitimate interest in the funds, including where there has been partial performance, reasonable attendance, Customer-caused failure, incomplete information, or other mixed circumstances.

Click&Done may also determine that no refund is appropriate where the Booking failed or could not proceed primarily because of the Customer’s conduct, including where the Customer provided materially inaccurate information, denied access, failed to attend, cancelled too late, or otherwise caused wasted time, travel, or reasonable cost through no fault of the Specialist.

Where the Specialist is primarily at fault, including where the Specialist fails to attend without adequate justification, materially fails to perform the agreed service, or otherwise causes the Booking to fail without proper reason, Click&Done may determine that a full refund or other customer-favourable outcome is appropriate.

For Platform purposes, Click&Done may rely on Platform records and other reasonably available evidence when making refund decisions, including booking records, transaction timestamps, communications, photos, documents, attendance submissions, cancellation history, payment records, user explanations, and any other materials reasonably relevant to the issue.

Refund outcomes under this Policy apply for Platform purposes and may affect:

This Refund Policy is intended to be applied together with Click&Done’s Terms and Conditions, Acceptable Use Policy, and Privacy Policy. Where a refund issue also involves cancellation rules, dispute handling, fraud prevention, or payment partner requirements, Click&Done may apply those related rules alongside this Policy.

For the avoidance of doubt, Click&Done does not guarantee that every refund will be approved, nor that every complaint will result in a refund. Refund decisions are made based on the specific circumstances of the relevant transaction and the evidence reasonably available to Click&Done.

A full refund may apply where Click&Done reasonably determines, based on the facts available to it, that the Customer should receive back the full amount eligible for refund under the relevant Platform transaction flow.

A full refund is not automatic and will depend on the circumstances of the relevant Booking, the applicable Platform flow, any relevant fees or non-refundable charges, and the evidence reasonably available to Click&Done.

Subject to the above, a full refund may apply in circumstances including the following:

5.1 Specialist non-attendance

A full refund may apply where the Specialist fails to attend the Booking without adequate justification and the service is not performed.

5.2 Specialist cancellation without proper justification

A full refund may apply where the Specialist cancels a confirmed Booking without a valid or reasonable basis and no material part of the service has been performed.

5.3 Material failure by the Specialist to perform the agreed service

A full refund may apply where the Specialist attends but materially fails to perform the agreed service, and the failure is sufficiently serious that, for Platform purposes, the Customer did not receive the booked service in any meaningful or usable form.

5.4 Service not provided due to Specialist fault

A full refund may apply where the Booking does not proceed, or cannot reasonably proceed, because of conduct or failure attributable primarily to the Specialist, including where the Specialist:

5.5 Duplicate or incorrect charge

A full refund may apply where a Customer is charged incorrectly, including in cases of:

In such cases, Click&Done may instead process a payment correction, reversal, or equivalent adjustment where that is more appropriate than a refund.

5.6 Booking not confirmed or not properly formed

A full refund may apply where payment was taken or authorised but the Booking was not ultimately confirmed or could not proceed because the applicable Platform transaction flow was not properly completed, provided the failure was not caused by the Customer’s own breach, misuse, or cancellation.

5.7 Fraud, unauthorised transaction, or payment integrity issue

A full refund may apply where Click&Done reasonably determines that the relevant transaction was affected by fraud, an unauthorised payment event, or another serious payment integrity issue, subject to any verification, investigation, or Payment Partner requirements.

5.8 Clear Customer entitlement after Platform review

A full refund may apply where, after reviewing the available evidence, Click&Done determines that:

5.9 Other circumstances where a full refund is appropriate

A full refund may also apply in any other circumstance where Click&Done reasonably determines, in accordance with this Refund Policy, its Terms and Conditions, the applicable transaction flow, and applicable law, that a full refund is the fairest and most appropriate Platform outcome.

5.10 Full refund does not necessarily include every fee or charge

Where this Policy states that a full refund may apply, this means a full refund of the amount that Click&Done determines is refundable under the relevant transaction flow and circumstances.

Unless required by law or expressly stated otherwise in the applicable Platform flow, a “full refund” does not necessarily mean that every Platform Fee, processing charge, or other fee is automatically refundable in all cases.

5.11 Platform review and evidence

In determining whether a full refund applies, Click&Done may consider:

5.12 No automatic entitlement

For the avoidance of doubt, a Customer is not automatically entitled to a full refund simply because they are dissatisfied, because the service outcome was not ideal, or because a complaint has been raised. Click&Done will determine whether a full refund is justified based on the specific facts of the case and the evidence reasonably available to it.

A partial refund may apply where Click&Done reasonably determines that, for Platform purposes, it would be fair and appropriate for part of the funds to be returned to the Customer and part of the funds to be retained, released to the Specialist, or otherwise applied in accordance with the circumstances of the Booking.

A partial refund is often appropriate where the Customer has some legitimate basis for receiving money back, but the Specialist has also performed part of the service, attended, attempted to attend, incurred reasonable reliance costs, reserved time, or otherwise has a legitimate claim to some portion of the transaction amount.

A partial refund is not automatic and will depend on the facts of the relevant Booking, the applicable Platform flow, any disclosed charges or minimum fees, and the evidence reasonably available to Click&Done.

Subject to the above, a partial refund may apply in circumstances including the following:

6.1 Partial performance of the service

A partial refund may apply where the Specialist performed part of the agreed service, but the full service was not completed or the Booking did not reach full completion.

In such cases, Click&Done may determine that:

6.2 Attendance or attempted attendance without full service completion

A partial refund may apply where the Specialist attended, reasonably attempted to attend, or commenced travel in reliance on the Booking, but the full service did not proceed or was not completed.

This may include circumstances where:

In such cases, Click&Done may determine that the Customer should receive a partial refund only, and that part of the funds should be released to the Specialist as a Call-Out Fee, attendance-related charge, wasted-trip charge, minimum charge, or partial payment.

6.3 Customer fault combined with incomplete service

A partial refund may apply where the service was not fully completed, but the failure to complete was caused in whole or in part by the Customer.

This may include situations where the Customer:

In such circumstances, Click&Done may determine that the Customer is entitled to some refund, but not the full amount.

6.4 Specialist fault combined with some legitimate Specialist entitlement

A partial refund may also apply where the Specialist is partly at fault, but Click&Done reasonably determines that the Specialist nevertheless has some legitimate entitlement to part of the funds.

This may include cases where:

6.5 Disputed quality or disputed completion

A partial refund may apply where:

In such cases, Click&Done may determine that part of the funds should be returned to the Customer and part should be released to the Specialist.

6.6 Reasonable costs incurred before cancellation or failure

A partial refund may apply where the Specialist had already incurred reasonable and proportionate costs in reliance on the Booking before the service failed to proceed, including:

Click&Done may take these factors into account when deciding whether some portion of the funds should be retained or released to the Specialist rather than refunded in full.

6.7 Mixed evidence or mixed responsibility

A partial refund may apply where the available evidence suggests that responsibility for the failed, incomplete, or disputed outcome is shared, mixed, or unclear. Where Click&Done does not consider a full refund or a no-refund outcome to be justified on the evidence, it may determine that a partial refund is the fairest Platform outcome.

6.8 Platform Fees and non-refundable charges

Where a partial refund applies, Click&Done may also determine whether any Platform Fee, processing fee, booking fee, Call-Out Fee, attendance-related charge, wasted-trip charge, or other disclosed charge should:

depending on the circumstances, the applicable transaction flow, and applicable law.

6.9 How Click&Done may determine the amount of a partial refund

In determining the amount of a partial refund, Click&Done may consider:

Click&Done is not required to apply a mathematical formula or strict hourly apportionment unless the applicable Platform flow or governing law requires it. Click&Done may instead determine a commercially reasonable allocation of the funds based on the facts and evidence available.

6.10 No automatic entitlement

A Customer is not automatically entitled to a partial refund merely because a service was incomplete, and a Specialist is not automatically entitled to retain part of the funds merely because they attended or incurred some effort.

Click&Done will determine whether a partial refund is appropriate based on the circumstances of the Booking and the evidence reasonably available to it.

6.11 Other circumstances where a partial refund is appropriate

A partial refund may also apply in any other circumstance where Click&Done reasonably determines, in accordance with this Refund Policy, its Terms and Conditions, the relevant transaction flow, and applicable law, that a partial refund is the fairest and most appropriate Platform outcome.

In some circumstances, no refund may apply. This means that, for Platform purposes, Click&Done may determine that the Customer is not entitled to have any part of the relevant refundable transaction amount returned, and that the funds may instead be retained, released to the Specialist, applied toward a Call-Out Fee or other legitimate charge, or otherwise handled in accordance with this Refund Policy, Click&Done’s Terms and Conditions, the applicable transaction flow, and applicable law.

A no-refund outcome is not automatic and will depend on the facts of the relevant Booking, the applicable Platform flow, the timing and conduct of the parties, and the evidence reasonably available to Click&Done.

Subject to the above, no refund may apply in circumstances including the following:

7.1 Customer no-show or unavailability

No refund may apply where the Specialist was ready, willing, and able to attend or perform, but the Customer:

7.2 Denied access or failure to provide reasonable access

No refund may apply where the Specialist attended or reasonably attempted to attend, but the Customer failed to provide reasonable access to the premises, site, building, unit, gate, contact person, work area, or other location necessary for the service to proceed.

This may include cases where:

7.3 Late customer cancellation after Specialist commitment or travel

No refund may apply where the Customer cancels after the Specialist has already:

7.4 Customer-provided inaccurate or misleading information

No refund may apply where the Customer provided materially inaccurate, incomplete, or misleading information about the Booking, location, scope, access conditions, timing, or service requirements, and the Booking failed, was disrupted, or could not reasonably proceed because the Specialist relied on that information.

7.5 Customer refusal to proceed without Specialist fault

No refund may apply where the Specialist was ready, willing, and able to perform the agreed service, but the Customer unreasonably refused to proceed, changed their mind, or decided not to continue for reasons not materially attributable to the Specialist.

7.6 Valid Call-Out Fee, attendance-related charge, or wasted-trip charge fully

absorbs the refundable amount

No refund may apply where, in the circumstances of the Booking, Click&Done determines that a valid Call-Out Fee, attendance-related charge, wasted-trip charge, minimum charge, or other legitimate amount is payable to the Specialist, and that the applicable charge lawfully and fairly accounts for the relevant amount that would otherwise have been refundable.

7.7 Meaningful service value already delivered

No refund may apply where the Specialist has already performed the service, or a substantial and valuable part of it, and Click&Done reasonably determines that the Customer has already received the essential benefit of the Booking or that the amount paid has been properly earned for Platform purposes.

7.8 Customer breach, abuse, or bad-faith conduct

No refund may apply where the Customer:

7.9 Off-platform payments or unauthorised off-platform arrangements

No refund may apply under this Policy where the relevant payment was made entirely off-platform, or where the parties moved the transaction off-platform in breach of Click&Done’s Terms and Conditions, unless Click&Done chooses to review the matter for limited Platform purposes.

7.10 Failure to cooperate with refund review

No refund may apply where the Customer requests a refund but then fails to provide reasonably requested information, evidence, clarification, or cooperation needed for Click&Done to assess the request, and Click&Done is unable to verify the Customer’s claim on the basis of the information reasonably available to it.

7.11 Chargeback abuse or payment misuse

No refund may apply where the Customer has already attempted an abusive or bad-faith chargeback, submitted false payment-related claims, or otherwise misused the payment or refund process.

Click&Done may also take enforcement action in such cases in accordance with its Terms and Conditions.

7.12 Other circumstances where no refund is appropriate

No refund may also apply in any other circumstance where Click&Done reasonably determines, in accordance with this Refund Policy, its Terms and Conditions, the relevant transaction flow, and applicable law, that the Customer is not entitled to a refund for Platform purposes.

7.13 No automatic no-refund rule

For the avoidance of doubt, a no-refund outcome is not imposed automatically merely because:

Click&Done will review the relevant facts and may still determine that a full refund or partial refund is more appropriate in the circumstances.

7.14 Effect of a no-refund outcome

Where Click&Done determines that no refund applies, this may mean that:

This Section applies where a Customer cancels, attempts to cancel, abandons, or otherwise does not proceed with a Booking for a service arranged through the Click&Done platform.

A Customer cancellation does not automatically entitle the Customer to a full refund. The refund outcome will depend on the timing of the cancellation, the stage the Booking had reached, whether the Specialist had already committed time or cost to the Booking, whether any Call-Out Fee or other charge applies, and the evidence reasonably available to Click&Done.

8.1 How a Customer may cancel

A Customer should cancel a Booking through the Platform or through another support or communication channel recognised by Click&Done for that purpose.

A cancellation request is not necessarily effective at the moment the Customer decides not to proceed. For Platform purposes, a cancellation will generally be treated as taking effect when it is submitted or communicated in a manner reasonably capable of being received and recorded by Click&Done or the Specialist through the recognised Platform process or another channel accepted by Click&Done.

8.2 Early Customer cancellations

Where a Customer cancels sufficiently early, before the Specialist has materially committed time, attendance, travel, preparation, or other reasonable resources to the Booking, Click&Done may determine that a full refund, or a refund subject only to any disclosed non-refundable Platform Fee or permitted charge, is appropriate.

In assessing whether a cancellation was made sufficiently early, Click&Done may consider:

8.3 Late Customer cancellations

Where a Customer cancels after the Specialist has already reserved time, commenced preparation, commenced travel, attended, or otherwise incurred reasonable cost or loss of opportunity in reliance on the Booking, Click&Done may determine that:

8.4 Cancellation after travel has begun or after attendance

Where a Customer cancels after the Specialist has already:

Click&Done may determine that the Specialist is entitled to all or part of the relevant funds, including through a Call-Out Fee, attendance-related charge, wasted-trip charge, minimum charge, or partial payment, even if the underlying service was not ultimately performed or completed.

8.5 Customer cancellation due to change of mind

If a Customer cancels because they no longer want the service, changed their mind, found another provider, postponed the work, or otherwise decided not to proceed for reasons not materially caused by the Specialist, Click&Done may determine that:

depending on the timing and circumstances of the cancellation and the Specialist’s level of commitment or reliance.

8.6 Customer cancellation caused by Customer-side issues

If a Customer cancels because of issues on the Customer’s side, including lack of access, lack of readiness, changed instructions, changed requirements, unavailable premises, unavailable contact person, incorrect details, or another matter within the Customer’s control, Click&Done may treat the matter as a Customer cancellation and may apply the corresponding refund outcome under this Policy.

8.7 Material change of scope by the Customer

If, after a Booking is made, the Customer materially changes the scope, location, timing, access conditions, or service requirements, and the Booking does not proceed or cannot reasonably proceed as originally arranged, Click&Done may treat the matter, in whole or in part, as a Customer cancellation or Customer-caused failure for refund purposes. In such cases, Click&Done may determine that the Customer is entitled only to a partial refund or no refund, particularly where the Specialist had already committed time, travel, attendance, or reasonable cost in reliance on the original Booking.

8.8 Customer cancellation where the Specialist is not at fault

Where the Customer cancels and the Specialist is not materially at fault, Click&Done may determine that the Specialist has a legitimate entitlement to retain part of the transaction value or to receive a cancellation-related charge, especially where the Specialist:

8.9 Customer cancellation where the Specialist may be partly at fault

If a Customer cancels but there is also evidence that the Specialist may have contributed to the failed outcome, including by delay, inadequate communication, failure to clarify material assumptions, or another relevant issue, Click&Done may determine that a partial refund is more appropriate than a no-refund outcome.

8.10 Evidence relevant to Customer cancellations

In assessing a Customer cancellation and the corresponding refund outcome, Click&Done may consider:

8.11 Abuse of the cancellation process

A Customer must not use cancellation functionality dishonestly, strategically, or abusively.

Without limitation, a Customer must not:

8.12 Relationship with other sections

This Section applies specifically to Customer cancellations. Where the cancellation also involves:

Click&Done may also apply the relevant provisions of this Refund Policy, its Terms and Conditions, and any applicable Platform rules.

8.13 No automatic entitlement

For the avoidance of doubt, a Customer cancellation does not automatically entitle the Customer to:

The refund outcome will be determined by Click&Done based on the specific facts of the Booking and the evidence reasonably available to it.

This Section applies where a Specialist cancels, attempts to cancel, abandons, or otherwise does not proceed with a confirmed Booking for a service arranged through the Click&Done platform.

As a general principle, where a Specialist cancels a confirmed Booking without a valid and reasonable basis, the Customer will usually be entitled to a favourable refund outcome. However, the exact refund outcome will depend on the timing of the cancellation, whether any part of the service was already performed, whether the Customer also contributed to the failed outcome, and the evidence reasonably available to Click&Done.

9.1 How a Specialist may cancel

A Specialist should cancel a Booking through the Platform or through another support or communication channel recognised by Click&Done for that purpose.

A cancellation is not necessarily effective merely because the Specialist decides not to proceed. For Platform purposes, a cancellation will generally be treated as taking effect when it is communicated in a manner reasonably capable of being received and recorded by Click&Done or the Customer through the recognised Platform process or another channel accepted by Click&Done.

9.2 Specialist cancellation before attendance or performance

Where a Specialist cancels a confirmed Booking before attendance or performance and without a valid reason, Click&Done may determine that the Customer is entitled to a full refund of the refundable amount under the relevant transaction flow.

In such circumstances, the Specialist will generally not be entitled to:

9.3 Specialist cancellation after acceptance of the Booking

Once a Specialist has accepted or confirmed a Booking, the Specialist is expected to act reliably and in good faith.

If a Specialist cancels after accepting the Booking, Click&Done may consider:

9.4 Valid reasons for Specialist cancellation

A Specialist cancellation will not automatically be treated as wrongful or unjustified. Click&Done may take into account whether the Specialist had a valid and reasonable basis for cancelling, including where:

9.5 Specialist cancellation after partial performance

Where a Specialist cancels after some portion of the service has already been performed, Click&Done may determine that:

depending on the circumstances and the evidence reasonably available.

A Specialist will not automatically lose all entitlement to payment merely because the Booking was not completed in full, but Click&Done may assess whether the work already performed was real, useful, proportionate, and fairly chargeable.

9.6 Specialist failure to attend

Where a Specialist fails to attend a Booking without adequate notice or justification, Click&Done may determine that the Customer is entitled to a full refund.

A Specialist who fails to attend without adequate justification will generally not be entitled to any attendance-related payment, Call-Out Fee, or cancellation-related charge.

9.7 Specialist abandonment or refusal to continue

Where a Specialist attends but then abandons the Booking, refuses to continue, or materially fails to proceed without a valid reason, Click&Done may determine the appropriate refund outcome based on:

If the Specialist’s conduct is the primary cause of the failed Booking, this will generally weigh in favour of a refund to the Customer.

9.8 No entitlement to Call-Out Fees where the Specialist is at fault

A Specialist will generally not be entitled to a Call-Out Fee, attendance-related charge, wasted-trip charge, or similar amount where the Booking fails primarily because of the Specialist’s own fault, unjustified cancellation, non-attendance, unreliability, or failure to perform.

Click&Done may reject, reduce, or deny any such claim where it considers the Specialist materially responsible for the failed outcome.

9.9 Customer contribution to the failed outcome

If a Specialist cancels or fails to proceed, but there is also evidence that the Customer materially contributed to the failed outcome, Click&Done may determine that:

9.10 Evidence relevant to Specialist cancellations

In assessing a Specialist cancellation and the corresponding refund outcome, Click&Done may consider:

9.11 Repeated or abusive Specialist cancellations

Repeated, avoidable, unreliable, bad-faith, or abusive cancellations by a Specialist may result not only in customer-favourable refund outcomes, but also in account consequences under Click&Done’s Terms and Conditions, including reduced visibility, account restrictions, delayed payouts, suspension, or termination.

9.12 No automatic result in every case

For the avoidance of doubt, a Specialist cancellation does not automatically mean:

Click&Done will determine the appropriate refund outcome based on the specific facts of the Booking, the reason for cancellation, the parties’ conduct, and the evidence reasonably available to it.

9.13 Relationship with other sections

This Section applies specifically to Specialist cancellations. Where the matter also involves:

Click&Done may also apply the relevant provisions of this Refund Policy, its Terms and Conditions, and any applicable Platform rules.

This Section applies where a Booking does not proceed, or does not proceed properly, because one party fails to attend, is unavailable, cannot be reached, is denied access, or otherwise causes the attendance or performance stage of the Booking to fail.

A no-show, denied access, or failed attendance event does not automatically entitle the Customer to a full refund, nor does it automatically entitle the Specialist to payment. The outcome will depend on the circumstances, the conduct of the parties, the timing of the event, the level of reliance by the Specialist, and the evidence reasonably available to Click&Done.

10.1 Customer no-show

A Customer no-show may arise where the Specialist is ready, willing, and able to attend or perform, but the Customer:

Where Click&Done reasonably determines that a Customer no-show occurred, Click&Done may determine that:

10.2 Denied access

Denied access may arise where the Specialist attends or reasonably attempts to attend, but the Customer or another person under the Customer’s control:

Where Click&Done reasonably determines that the Customer failed to provide reasonable access, Click&Done may treat the matter as a Customer-caused failed attendance event and may determine the corresponding refund outcome accordingly.

10.3 Reasonable access

For purposes of this Refund Policy, reasonable access may include, where relevant:

A Customer may be treated as having failed to provide reasonable access even if the Specialist reached the general location but could not reasonably proceed because of barriers or omissions within the Customer’s control.

10.4 Failed attendance by the Specialist

Failed attendance by the Specialist may arise where the Specialist:

Where Click&Done reasonably determines that the Specialist failed to attend and that the Customer was ready, willing, and able to proceed, Click&Done may determine that:

10.5 Attempted attendance

A Specialist may be treated as having attempted to attend where the Specialist can reasonably demonstrate that they:

Where attempted attendance is established, Click&Done may determine that the Specialist has a legitimate claim to a Call-Out Fee, attendance-related charge, wasted-trip charge, minimum charge, or partial release of funds, even if the underlying service was not ultimately performed.

10.6 Timing and communication

In assessing no-show, denied access, and failed attendance issues, Click&Done may consider:

A delay does not automatically amount to a failed attendance event if the delay was reasonable in the circumstances and properly communicated.

10.7 Inaccurate or incomplete location and access information

Where attendance fails because the Customer provided incorrect, incomplete, misleading, or insufficient location or access information, Click&Done may treat the matter as a Customer-caused failed attendance or denied access event.

Where attendance fails because the Specialist ignored, misunderstood, or failed to follow reasonably clear information provided by the Customer, Click&Done may treat the matter as a Specialist-caused failed attendance event.

10.8 Mixed-fault attendance situations

In some cases, no-show, denied access, or attendance failures may involve fault or contribution by both parties.

For example, Click&Done may determine that a mixed-fault situation exists where:

In such cases, Click&Done may determine that a partial refund, partial release of funds, reduced charge, or other mixed outcome is the fairest Platform result.

10.9 Evidence relevant to attendance-related issues

In assessing no-show, denied access, or failed attendance matters, Click&Done may consider:

Click&Done may give greater weight to contemporaneous Platform records and reasonably supported evidence than to unsupported after-the-fact assertions.

10.10 Refund outcomes in attendance-related cases

Depending on the circumstances, Click&Done may determine that the appropriate Platform outcome is:

10.11 No abuse of attendance-related claims

Customers and Specialists must not misuse no-show, denied access, or attendance-related claims.

Without limitation, users must not:

If Click&Done reasonably believes that an attendance-related claim is false, misleading, exaggerated, or made in bad faith, Click&Done may deny the claim, draw adverse inferences, withhold funds, close the matter, and/or take enforcement action under its Terms and Conditions.

10.12 Relationship with other sections

This Section applies specifically to no-show, denied access, and failed attendance issues. Where the matter also involves:

Click&Done may also apply the relevant provisions of this Refund Policy, its Terms and Conditions, and any applicable Platform rules.

10.13 No automatic outcome

For the avoidance of doubt, no-show, denied access, and failed attendance issues are assessed case by case. Click&Done is not required to apply an automatic refund or automatic no-refund rule merely because attendance was disputed. The outcome will be determined based on the facts and evidence reasonably available.

This Section explains when Click&Done may determine that a Call-Out Fee, attendance-related charge, wasted-trip charge, minimum charge, or similar amount is payable in connection with a Booking, including where the underlying service was not fully performed or was not performed at all.

These charges are intended to address circumstances in which a Specialist has legitimately committed time, travel, attendance, preparation, or other reasonable resources to a Booking, but the Booking does not proceed or does not complete for reasons that do not justify a full refund to the Customer.

11.1 General principle

A Call-Out Fee, attendance-related charge, or wasted-trip charge may apply where Click&Done reasonably determines that:

For Bookings where Click&Done applies a standard Call-Out Fee, the current Call-Out Fee is ZAR 150.

11.2 When the ZAR 150 Call-Out Fee may apply

The standard ZAR 150 Call-Out Fee may apply in circumstances including the following:

11.3 Nature and purpose of the Call-Out Fee

The ZAR 150 Call-Out Fee is intended to compensate, in whole or in part, for one or more of the following:

The Call-Out Fee may apply even if the underlying service was not ultimately performed or completed.

11.4 Disclosure and applicability

The ZAR 150 Call-Out Fee may be recognised by Click&Done where:

11.5 Customer fault scenarios

The ZAR 150 Call-Out Fee is more likely to apply where the failed or disrupted Booking is primarily caused by the Customer, including where the Customer:

In such cases, Click&Done may determine that the Customer is not entitled to a full refund and that the ZAR 150 Call-Out Fee should be deducted, retained, or released to the Specialist.

11.6 No automatic entitlement for the Specialist

A Specialist is not automatically entitled to the ZAR 150 Call-Out Fee merely because:

Click&Done may reject or deny the Call-Out Fee where it reasonably determines that:

11.7 Relationship with refunds

Where the ZAR 150 Call-Out Fee applies, the refund outcome may be affected accordingly.

This may mean that:

11.8 Future changes

Click&Done may change the standard Call-Out Fee from time to time by updating this Refund Policy, the applicable Platform flow, or other applicable Platform rules.

Unless otherwise stated, the applicable Call-Out Fee will be the fee in effect at the time Click&Done assesses the relevant Booking or refund outcome.

This Section applies where a Customer or Specialist disputes the outcome of a service, a Booking, a cancellation, attendance, payment, refund position, or any other transaction-related matter connected to a Platform Booking.

Because Click&Done facilitates payment-enabled transactions and administers refund outcomes for Platform purposes, Click&Done may review disputed matters and make a Platform-level decision regarding the treatment of funds, including whether a full refund, partial refund, no refund, release of funds to the Specialist, application of the ZAR 150 Call-Out Fee, or another outcome is appropriate.

12.1 What may be treated as a disputed service matter

A disputed service matter may include, without limitation, a disagreement about:

12.2 Reporting a dispute

A Customer or Specialist should raise a disputed service issue through the Platform or through another support channel recognised by Click&Done for that purpose.

The user raising the dispute should do so as soon as reasonably possible after the issue arises and should provide reasonably sufficient detail about:

Click&Done may request that users submit the dispute within a reasonable period after the Booking, cancellation, attendance event, or other relevant occurrence. Delays in reporting may affect Click&Done’s ability to investigate the matter and may be taken into account when assessing the dispute.

12.3 Platform review by Click&Done

Click&Done may review a disputed service matter to the extent it reasonably considers necessary for Platform purposes.

This review may include:

Click&Done is entitled to determine the nature, scope, timing, and method of its review, and is not required to investigate every dispute in the same way or to the same depth.

12.4 Cooperation by Customers and Specialists

Customers and Specialists must cooperate fully, promptly, and in good faith with any reasonable request made by Click&Done in connection with a disputed service matter.

This may include providing:

If a user fails to cooperate, unreasonably delays, provides incomplete information, or provides information that appears false, misleading, manipulated, or unreliable, Click&Done may make its decision based on the information reasonably available to it and may draw reasonable adverse inferences where appropriate.

12.5 Temporary holding of funds during review

Where reasonably necessary, Click&Done may temporarily hold, delay, restrict, or withhold the release of funds or the processing of a refund while a disputed service matter is under review.

This may include holding funds:

Users acknowledge that refund timing and payout timing may therefore be affected while a disputed service matter is being reviewed.

12.6 Platform-level decision by Click&Done

After reviewing the information reasonably available to it, Click&Done may make a Platform-level decision regarding the disputed service matter.

Without limitation, Click&Done may determine that:

12.7 Basis on which Click&Done may decide

In making a decision, Click&Done may consider, among other things:

Click&Done is not required to apply a strict formula and may determine a commercially reasonable and evidence-based outcome.

12.8 Mixed outcomes and partial allocations

Not all disputed service matters will justify an all-or-nothing result.

Where Click&Done reasonably determines that responsibility, loss, or entitlement is shared, mixed, or only partially established, Click&Done may decide on a mixed outcome, including:

12.9 No guarantee that every dispute will be resolved in a user’s favour

Click&Done does not guarantee that every dispute will be resolved to the satisfaction of the Customer or the Specialist.

A user is not entitled to a particular outcome merely because they raise a complaint or disagree with the other party’s position. Click&Done may accept, reject, or partially accept either party’s position, or may reach a different outcome from the one requested by either party.

12.10 Platform decisions are for Platform purposes

Any decision made by Click&Done under this Section is made for Platform purposes. This includes decisions relating to:

Click&Done’s Platform-level decision may be implemented within the Platform ecosystem even if a user disagrees with it.

12.11 Abuse of the dispute process

Customers and Specialists must not misuse the dispute process.

Without limitation, users must not:

If Click&Done reasonably believes that the dispute process is being misused, it may deny claims, draw adverse inferences, withhold or release funds accordingly, close the review, and/or take enforcement action under its Terms and Conditions.

12.12 No obligation to provide legal or technical adjudication

Click&Done’s review of a disputed service matter is an internal Platform process. Click&Done does not act as a court, arbitrator, regulator, technical certifier, expert witness, or independent inspector unless it expressly states otherwise in writing.

Click&Done may make a practical and commercially reasonable decision for Platform purposes without making a final legal determination on every factual or legal issue between the Customer and the Specialist.

12.13 Rights outside the Platform

This Refund Policy governs disputed service matters for Platform purposes only.

Nothing in this Section prevents a Customer or Specialist from pursuing any rights or remedies they may have directly against one another under applicable law. However, Click&Done may still implement and enforce its own Platform-level refund and payment decision in accordance with this Refund Policy and its Terms and Conditions.

12.14 Relationship with other sections

This Section should be read together with the other provisions of this Refund Policy dealing with:

Where a disputed service matter also involves fraud, chargeback, verification, compliance, or broader Platform enforcement issues, Click&Done may also apply the relevant provisions of its Terms and Conditions and other Platform rules.

Refund outcomes on the Click&Done platform are determined based on the status of the Booking and, where applicable, the outcome of Click&Done’s dispute process.

This means that the payment outcome for a Booking will generally depend on factors such as:

13.1 Booking-status-based refund outcomes

Where a Booking is cancelled or otherwise ends before the service is completed, Click&Done may process the payment outcome according to the recorded Booking status and the applicable Platform rules.

This may include, without limitation:

Where the ZAR 150 Call-Out Fee applies, the amount refunded to the Customer may be reduced by ZAR 150, and that amount may be released to the Specialist.

13.2 Cancellation-based payment outcomes

Where a Booking is cancelled, Click&Done may determine and process the payment outcome by reference to:

A Customer cancellation does not automatically result in a full refund, and a Specialist cancellation does not automatically determine every payment consequence in the same way in every case. The outcome will depend on the circumstances and the applicable Platform rules.

13.3 Completed or disputed services

Where a service has been completed, or where the Specialist contends that the service was completed or partially completed, the payment outcome may depend on whether the work is disputed.

If the Customer disputes completed work, partially completed work, quality of service, scope of work, attendance, or another service-related issue, Click&Done may review the matter through its dispute process.

Following that review, Click&Done may determine, for Platform purposes, that:

13.4 Processing of refunds and releases of funds

Where the applicable payment outcome follows from the Booking status and the Platform rules, Click&Done may process the relevant refund, partial refund, deduction, retention, or release of funds accordingly.

This may include, for example:

13.5 Dispute-based payment outcomes

Where the payment outcome is not clear from the Booking status alone, or where one or both parties contest the correct outcome, Click&Done may determine the payment outcome through its dispute review process.

This may include disputes about:

In such cases, any refund or release of funds will depend on Click&Done’s Platform-level decision following review of the relevant information.

13.6 Platform purposes

Any refund, partial refund, deduction, retention, or release of funds processed by Click&Done under this Section is processed for Platform purposes in accordance with:

13.7 Outcome determined by Platform rules

The payment outcome for a Booking is determined by the applicable Platform rules and the circumstances of the Booking. A Customer is not entitled to a refund merely because they ask for one informally, and a Specialist is not entitled to release of funds merely because they assert that payment should be released. The applicable outcome will depend on the Booking status, the Platform rules, and, where necessary, Click&Done’s dispute review and Platform-level decision.

Where Click&Done reviews a refund outcome, cancellation outcome, attendance-related issue, disputed service matter, or other payment-related issue for Platform purposes, Click&Done may require information and evidence from the Customer, the Specialist, or both parties in order to assess the correct outcome.

The purpose of this Section is to clarify what information and evidence Click&Done may consider when determining whether a full refund, partial refund, no refund, release of funds to the Specialist, application of the ZAR 150 Call-Out Fee, or another transaction outcome is appropriate.

14.1 General principle

Customers and Specialists must cooperate fully, promptly, and in good faith with any reasonable request by Click&Done for information, clarification, records, or evidence relevant to a Booking, cancellation, attendance issue, disputed service matter, or refund-related outcome.

Click&Done may make its Platform-level decision based on the information reasonably available to it. If a party fails to provide reasonably requested information within a reasonable time, Click&Done may proceed without that information and may draw reasonable inferences from the absence of supporting evidence.

14.2 Information Click&Done may request

Click&Done may request any information reasonably relevant to the Booking or payment outcome, including:

14.3 Evidence Click&Done may consider

Click&Done may consider any evidence it reasonably regards as relevant, credible, and proportionate in the circumstances, including:

14.4 Evidence relevant to cancellation outcomes

Where the issue concerns cancellation of a Booking, Click&Done may consider evidence such as:

14.5 Evidence relevant to no-show, denied access, and failed attendance

Where the issue concerns no-show, denied access, or failed attendance, Click&Done may consider evidence such as:

14.6 Evidence relevant to disputed services

Where the issue concerns a disputed service, Click&Done may consider evidence such as:

14.7 Evidence relevant to the ZAR 150 Call-Out Fee

Where Click&Done is considering whether the ZAR 150 Call-Out Fee applies, Click&Done may consider evidence such as:

14.8 Accuracy and honesty of information provided

All information and evidence provided to Click&Done must be accurate, complete to the extent reasonably possible, and provided honestly and in good faith.

A Customer or Specialist must not:

If Click&Done reasonably believes that information or evidence is false, manipulated, misleading, incomplete in a material way, or submitted in bad faith, Click&Done may:

14.9 Weight and credibility of evidence

Click&Done may determine the relevance, reliability, and weight of the information and evidence before it in its reasonable discretion. Click&Done may give greater weight to:

than to unsupported after-the-fact assertions.

Click&Done is not required to accept either party’s account merely because that party strongly disagrees with the other.

14.10 Failure to provide information

If a Customer or Specialist fails to provide information or evidence reasonably requested by Click&Done within a reasonable period, Click&Done may continue its review and determine the outcome on the basis of the information reasonably available. A failure to cooperate may affect the outcome of the review and may also be taken into account in any related dispute, refund, payout, or enforcement decision.

14.11 Platform records and retention

For Platform purposes, Click&Done may retain, review, and rely on Platform records, communications, transaction records, Booking records, support records, and other relevant materials in connection with refund-related reviews and decisions, subject to its Privacy Policy and applicable law.

14.12 No strict evidentiary standard

Click&Done’s refund-related review is an internal Platform process. Click&Done is not required to apply formal court rules of evidence or any strict evidentiary standard.

Click&Done may instead make a practical, commercially reasonable, and evidence-based assessment using the information reasonably available to it.

Where Click&Done reviews a cancellation outcome, attendance-related issue, disputed service matter, payment-related issue, or other transaction outcome for Platform purposes, Click&Done may conduct an internal refund review and make a Platform-level decision regarding the treatment of funds.

This Section explains how Click&Done may review such matters and how refund-related decisions may be made.

15.1 Scope of review

Click&Done may review, for Platform purposes, any matter relevant to the payment outcome of a Booking, including:

15.2 How Click&Done may conduct a review

Click&Done may conduct a refund-related review in the manner it reasonably considers appropriate in the circumstances. This may include:

Click&Done is entitled to determine the scope, sequence, timing, and method of its review and is not required to follow the same procedure in every case.

15.3 Internal Platform review only

Click&Done’s refund review is an internal Platform process conducted for Platform purposes.

Click&Done does not act as a court, arbitrator, regulator, technical certifier, or independent expert when conducting such a review, unless it expressly states otherwise in writing.

Click&Done may make a practical, evidence-based, and commercially reasonable decision without making a final legal determination on every factual or legal issue between the Customer and the Specialist.

15.4 Decision-making basis

In making a refund-related decision, Click&Done may consider all facts and circumstances it reasonably regards as relevant, including:

Click&Done is not required to apply a strict formula and may determine a commercially reasonable outcome based on the information reasonably available to it.

15.5 Possible Platform decisions

Following its review, Click&Done may determine, for Platform purposes, that:

15.6 Mixed outcomes

Click&Done may determine that a mixed outcome is appropriate where responsibility, entitlement, or loss is shared, mixed, or only partially established.

This may include outcomes such as:

15.7 Dispute review timeline

Click&Done will use reasonable efforts to complete its dispute or refund-related review within 30 calendar days from the date on which the relevant dispute or review is opened or formally recorded by Click&Done.

This 30-day period is a maximum target timeline for Platform review, but Click&Done may issue its Platform-level decision earlier where the matter is sufficiently clear, where the Booking status already supports a defined outcome, or where adequate information is available before that time.

15.8 Response time for parties

Where Click&Done requests information, clarification, documents, evidence, or another response from a Customer or Specialist through the Platform, including by in-app request or in-app notification, that party should respond within 7 calendar days from the date of Click&Done’s request.

If either party does not respond within that 7-day period, Click&Done reserves the right to proceed with the review and make a Platform-level decision based on the information available to it at that time.

Click&Done is not required to delay its decision beyond that period merely because one party has failed to respond or has responded incompletely.

15.9 Temporary holding of funds during review

Where reasonably necessary, Click&Done may temporarily hold, delay, restrict, or withhold the release of funds or the processing of a refund while a refund-related review is ongoing.

This may be done, for example:

15.10 Cooperation and adverse inferences

Customers and Specialists must cooperate promptly and in good faith with Click&Done’s refund-related review.

If either party:

Click&Done may make its decision based on the information reasonably available and may draw reasonable adverse inferences where appropriate.

15.11 No guaranteed outcome

Click&Done does not guarantee that every review will result in the outcome preferred by the Customer or the Specialist.

A party is not entitled to a particular outcome merely because they dispute the other party’s version of events or strongly disagree with the other party’s conduct. Click&Done may accept, reject, or partially accept either party’s position, or may reach a different outcome from the one requested by either party.

15.12 Platform-level effect of the decision

Any decision made by Click&Done under this Section is made for Platform purposes.

This means Click&Done may implement that decision within the Platform ecosystem, including by:

15.13 No obligation to re-open every matter

Click&Done may decide, in its discretion, whether to re-open, reconsider, or continue reviewing a refund-related matter once it has made a Platform-level decision.

Click&Done may decline to revisit a matter where:

The time required for Click&Done to determine and process a refund outcome may vary depending on the nature of the Booking, the status of the transaction, the information available, the need for review, and the processes of Click&Done’s payment partners.

Click&Done will use reasonable efforts to review and process refund-related outcomes within a commercially reasonable time and, where a dispute or refund-related review is required, Click&Done aims to complete that review within a maximum of 30 calendar days, subject to the parties’ timely cooperation and any payment partner, fraud, compliance, or technical constraints.

16.1 Timing of booking-status-based outcomes

Where the applicable payment outcome follows directly from the recorded Booking status and the relevant Platform rules, Click&Done may process the refund, partial refund, deduction, retention, or release of funds once the relevant Booking status has been confirmed in the Platform and any necessary internal checks have been completed. Such outcomes may in some cases be processed more quickly than matters requiring a dispute review or additional evidence.

16.2 Timing where review is required

Where the payment outcome depends on review of:

Click&Done may take additional time to review the relevant information before making a Platform-level decision.

Where such a review is opened or formally recorded by Click&Done, Click&Done aims to complete the review and issue a Platform-level decision within 30 calendar days.

The time required may depend on:

16.3 Response time for Customers and Specialists

Where Click&Done requests information, clarification, documents, evidence, or another response from a Customer or Specialist through the Platform, including by in-app request or in-app notification, that party should respond within 7 calendar days from the date of Click&Done’s request.

If either party does not respond within that 7-day period, Click&Done reserves the right to continue the review and make a Platform-level decision based on the information available to it at that time.

A failure to respond within that period may also affect the timing and outcome of the review.

16.4 Temporary holding of funds during review

Where reasonably necessary, Click&Done may temporarily hold, delay, restrict, or withhold the release of funds or the processing of a refund while a refund-related review is ongoing.

This may occur, for example:

16.5 Refund processing after decision

Once Click&Done has made a Platform-level decision to issue a refund or partial refund, Click&Done will use reasonable efforts to initiate the refund process within a commercially reasonable period.

However, the time taken for the refunded funds to appear to the Customer may depend on:

16.6 Release of funds to Specialists

Where Click&Done determines that all or part of the funds should be released to the Specialist, the timing of such release may similarly depend on:

16.7 Delays outside Click&Done’s direct control

Click&Done is not responsible for delays in refund processing or payout processing that are caused by factors outside its reasonable direct control, including delays caused by:

16.8 No guarantee of immediate processing

Click&Done does not guarantee that every refund decision will be made immediately, or that every refund or payout will be completed instantly after the relevant decision.

Similarly, Click&Done does not guarantee that refunded amounts will appear in the Customer’s account, or that released funds will appear in the Specialist’s account, within a fixed banking period, because this may depend on third-party payment and banking systems.

16.9 User cooperation affects timing

Customers and Specialists can materially affect the speed of refund processing and payment outcomes.

Delays may arise where a party:

Click&Done may take such delays into account in managing the review and processing timeline.

16.10 Chargebacks and parallel payment disputes

Where a chargeback, payment dispute, or other external payment review is initiated, the timing of Click&Done’s refund outcome and/or processing may be affected.

Click&Done may, where reasonably necessary:

16.11 Notifications of outcome

Where reasonably practicable, Click&Done may notify the relevant Customer, Specialist, or both parties of the Platform-level refund outcome and, where relevant, whether:

Where Click&Done determines, for Platform purposes, that a full refund or partial refund should be made, Click&Done will process that refund using the payment method, payment channel, or payment return mechanism that Click&Done and its payment partners consider applicable to the original transaction.

17.1 General principle

Refunds are returned through the payment-enabled transaction flow used for the relevant Booking, subject to the operational rules, technical capabilities, and compliance requirements of Click&Done’s payment partners.

Click&Done does not guarantee that every refund can be returned through a particular method requested by the Customer if that method is not supported by the original payment flow, the relevant payment partner, or applicable operational requirements.

17.2 Return to the original payment source where possible

Where reasonably possible and supported by the relevant payment partner or payment method, refunds will be returned to the same payment source, account, instrument, or channel used by the Customer for the original transaction.

This may include, depending on the relevant payment flow:

17.3 Partial refunds

Where Click&Done determines that only a partial refund applies, only the refundable portion determined by Click&Done will be returned to the Customer.

The remainder of the transaction amount may, depending on the circumstances:

17.4 No cash refunds unless expressly permitted

Unless Click&Done expressly states otherwise, refunds will not ordinarily be made in cash and will not ordinarily be paid to a different person, account, or payment destination than the one reasonably associated with the original Customer and transaction.

Click&Done may refuse to redirect a refund to a different account, person, or payment method where doing so would create fraud risk, verification concerns, compliance concerns, operational difficulty, or inconsistency with payment partner rules.

17.5 Identity, verification, and payment checks

Before processing or completing a refund, Click&Done may require or carry out reasonable verification, fraud prevention, payment integrity, or compliance checks.

This may include confirming:

Where such checks are required, the refund may be delayed until the checks are completed.

17.6 Payment partner and banking limitations

The method by which a refund is returned may depend on:

Click&Done does not guarantee that the timing or route of every refund will be identical across all payment methods or payment partners.

17.7 Failed or rejected refund returns

If a refund cannot be completed through the original payment route for technical, banking, compliance, fraud-prevention, or operational reasons, Click&Done may, where reasonably appropriate:

Click&Done may require the Customer to provide additional information or complete additional verification before a refund can be reprocessed through another route.

17.8 No refund to unauthorised third parties

Refunds will only be processed in favour of the Customer associated with the relevant Booking and transaction, or another person or entity that Click&Done reasonably determines is lawfully entitled to receive the refund.

Click&Done may refuse to process a refund to a third party where the entitlement to that refund is unclear, disputed, unverifiable, or inconsistent with the original transaction.

17.9 Charges, deductions, and adjustments reflected in returned amount

The amount returned to the Customer may reflect:

Accordingly, the amount returned may be less than the full original payment amount.

17.10 Refunds after dispute review

Where a refund is returned following a disputed service review, cancellation review, or other Platform review, the refund will be returned in accordance with Click&Done’s Platform-level decision and the applicable payment method or partner process.

In such cases, the refund route and timing may also depend on whether funds are still being held, whether funds have already been released, whether a payment reversal is required, and whether any payment partner or banking process must be engaged.

17.11 No guarantee of immediate availability

Even after Click&Done initiates a refund, the refunded amount may take time to appear in the Customer’s account or payment method. The timing of actual receipt may depend on the relevant bank, payment processor, gateway, or payment method and may be affected by weekends, public holidays, non-Business Days, settlement cycles, or technical and compliance processes.