Customer Cancellation & Refund Policy

For Tradesmen on TradeMatch

To ensure a fair and reliable experience for all trades on our platform, the following policy outlines when a refund will or will not be issued if a customer cancels a job after it has been booked.

✅ Full Refund Scenarios

A full refund will be issued to the tradesman in any of the following situations:

1. No Communication Has Begun

The customer cancels the job before the tradesman makes any direct contact attempt (phone, SMS, or email).

2. Customer Clearly Declines the Job

The customer responds through the 3-way email or SMS thread stating they are not moving forward.

3. Customer Is Unresponsive for 48 Hours

The customer does not respond within 48 hours after at least one documented contact attempt made by the tradesman.

4. Customer Cancels Within 24 Hours of Booking

The customer cancels within 24 hours of booking and no work or material purchases have begun.

5. Job Details Are Significantly Different

The actual job is substantially different from what was posted, and the tradesman cannot reasonably proceed. Examples include:

• Wrong or misleading service type
• Major discrepancies in job scope
• Unsafe or inaccessible location
• Missing critical information required to start the job

❌ No Refund Scenarios

1. Work or Material Purchases Have Already Started

No refund will be issued if work has begun or materials have been purchased, unless the customer agrees to reimburse those costs.

2. Tradesman Did Not Attempt Contact Within 24 Hours

If the tradesman fails to make an initial contact attempt within 24 hours of booking, they are not eligible for a refund.

📩 How to Request a Refund

Tradesmen may request a refund using either of the following methods:

Option 1: Through the 3-Way Email or SMS Thread

Reply directly in the communication thread where the cancellation or unresponsiveness occurred.

Option 2: By Email

Send a separate email to info@thetradematch.ca.

Include the Following Information

• Job Reference ID
• Brief description of the issue
• Evidence of communication (screenshots, timestamps, message history, etc.)
• Dates and methods of contact attempts

🔍 Processing Time

Refund requests are reviewed within 5 business days. You will be notified of the outcome via email, SMS, or platform notification.

🛡️ Fairness & Verification

All refund decisions are based on documented communication history, platform activity logs, and the evidence provided by the tradesman. This ensures fairness and consistency for everyone using TradeMatch.