Refund & Cancellation Policy

1. How payments work

When a Customer and a Tradesperson agree on a price for a job, the Customer pays the Tradesperson directly, by the method they both agree. Booking is free: TradeLink Hub does not take a deposit, does not process or hold payment for the work, and takes no cut of it.

2. Booking

• There is currently no booking fee or deposit — no payment is taken on the Platform to book a tradesperson.
• Confirming a booking forms part of the contract between the Customer and the Tradesperson and confirms the Customer’s commitment to the job.
• TradeLink Hub does not hold or release payment for the work.

3. Cancellation by the Customer

3.1 Before the tradesperson has started work or purchased materials

• If the Customer cancels before the job start date and before any work or materials have been committed, no payment is due to TradeLink Hub. Any payment already made directly to the Tradesperson is a matter to settle between the two parties.
• The Customer must notify the Tradesperson and TradeLink Hub through the Platform as soon as possible.

3.2 After work has commenced or materials purchased

• If work has started or materials have been purchased specifically for the job, the Tradesperson may reasonably charge for the costs incurred and work already completed.
• The Customer may raise a dispute through the Platform if they believe the amount withheld is unreasonable.

4. Cancellation by the Tradesperson

If a Tradesperson cancels a confirmed job without completing the work, no payment is owed to the Tradesperson for that job. Where the Customer has already paid the Tradesperson directly, we will support the Customer in recovering it upon confirmation that the Tradesperson has not commenced work.

5. Paying for the work

• The agreed price is due once the job is complete and the Customer is satisfied, in accordance with the contract.
• If the Customer disputes the quality or completeness of the work, they should raise a dispute through the Platform before paying. Paying generally indicates acceptance of the work as complete.
• Once payment has been made directly to the Tradesperson, refunds are only available in exceptional circumstances (see Dispute Resolution below).

6. Dispute-triggered refunds

If a dispute is raised, all payouts are paused pending investigation. After reviewing evidence from both parties, TradeLink Hub may resolve the dispute by:

• Full refund to the Customer — where the work has not been completed or where there is a material defect and the Tradesperson cannot reasonably remedy it, we will direct the Tradesperson to refund any payment already made.
• Partial refund — where some work has been completed to a satisfactory standard but other elements are defective or incomplete, we will direct the Tradesperson to refund the appropriate portion.
• No refund due — where the work has been completed to a reasonable standard and the Customer’s complaint is not substantiated.

Dispute decisions are based on the evidence available and are final within the Platform. This does not affect your statutory consumer rights under the Consumer Rights Act 2015.

7. Refund processing times

• Refunds of payments made directly between the parties are arranged between them.
• Where a refund is made by bank transfer or card, it typically appears within 5–10 working days, depending on the bank or card issuer.
• TradeLink Hub cannot accelerate bank or card issuer processing times.

8. Non-refundable items

• Because TradeLink Hub does not process or hold payment for the work, refunds are a matter between the Customer and the Tradesperson.
• Affiliate bounties are paid only on completed, non-refunded transactions.

9. Your statutory rights

Nothing in this policy limits any statutory rights you may have as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you have a complaint that we cannot resolve, you may refer it to the Alternative Dispute Resolution (ADR) scheme or Citizens Advice.

10. How to request a refund

To request a refund, raise a dispute through the Platform or contact us via the Contact page with your contract reference and the reason for the request. We will respond within a reasonable time and work with both parties to resolve the matter.

11. Changes to this policy

We may update this policy from time to time. Material changes will be posted on this page with an updated “Last updated” date.