TaskRunner has a generous refund policy, and we try — as far as is reasonable — to give a full refund.
A few scenarios come up regularly:
1. The customer has hired a Runner but wants to cancel the task because of a change in circumstances.
Cancellation must happen within 48 hours. Note that you are charged if the cancellation or rebooking happens within 24 hours.
If the booking is made the same day and the help is scheduled to be carried out the same day, it cannot be cancelled.
Your obligation to cancel a task you no longer want:
When you book a task it is your responsibility to cancel it if you have hired a Runner and no longer want the help. We will try to reach you once in the chat; if we get no reply, a cancellation fee of 199 kr will be charged.
General terms for cleaning are available via BuddyCompany.
2. The customer is dissatisfied with work that has been carried out.
A refund is possible depending on the circumstances.
Did the Runner carry out the work according to the customer's description or instructions?
Runners sometimes carry out a task even though they have warned the customer about the likely result beforehand. For example, a customer may want a TV mounted on a wall even though the Runner has warned that the wall will not hold it. Or a customer may want to paint over wallpaper even though the Runner has warned that the wallpaper will not take the paint.
In those cases the customer has to be able to show that the Runner did something wrong for a refund to be possible. That is why it is extremely important that you, as the customer, describe the task clearly — and if you feel at all uncertain, ask the Runner to send you a text message confirming their concerns before they start work.
If the customer can show that the Runner did not carry out the task as the customer asked, there is a good chance of a refund.
Are you dissatisfied with how your task was carried out?
Customers are sometimes dissatisfied with completed work. A wardrobe may have been put up the wrong way round, for example, or a transport task may not have been completed on time.
There are several options here. The Runner can come back and put right whatever was not done correctly. If that is not possible or not wanted, there is a good chance of a refund.
It is extremely important that you, as the customer, take photographs of whatever was not done correctly, and that you are clear about the task description.
The Runner has caused damage at the customer's home
Every tradesperson makes mistakes sometimes. It can be anything from drilling through a wall to dropping a hammer on the floor and chipping the parquet.
As a customer you are always protected by TaskRunner's insurance with If.
If the Runner cannot repair the damage, we will open an insurance claim in which the Runner pays the excess.
If the insurer will not compensate the damage, it is up to the Runner to make sure that you, as the customer, are satisfied.
If the customer and the Runner cannot reach agreement, TaskRunner can mediate and make sure all parties are satisfied.
If the damage is put right and no new costs arise for you as the customer, no refund is made. If the damage has taken an unreasonable amount of your time, we can agree together on a partial refund.
3. The customer's description of the task is not accurate
Sometimes a customer's description of a task does not match reality. The customer may have left out part of the scope by mistake or through stress.
If the Runner arrives at the customer's home, or wherever the task is to be carried out, and points this out, and the customer and Runner cannot agree on increased payment, either of them may choose to abandon the task.
If a Runner arrives at the location of a task and it cannot be carried out because of inaccuracies — such as the product being damaged, the wrong item having been supplied, the task being inadequately described by the customer, or other obstacles — the task will still be charged at the agreed rate. This is because the Runner has set aside time and resources for the booked visit.
It is the customer's responsibility to make sure that everything needed for the task to be carried out is in order when the Runner arrives. If you are unsure about any part of it, we recommend contacting the Runner through the chat, or asking customer service to arrange direct contact with the Runner before the task is carried out.
If the customer disputes the charge, the task will be closed manually for charging in accordance with our terms.