Service Cancellations & Refunds

When you cancel

The default cancellation fee is a percentage of the labour price. Time is measured before the start of your booked service window.

• At least 24 hours before: no cancellation fee.
• From 12 hours to less than 24 hours before: 25% of the labour price.
• Less than 12 hours before, or once the provider is on the way: 50% of the labour price.
• After the provider arrives: 100% of the labour price. Materials are not charged.

The provider being on the way or having arrived takes precedence over the time window.

Changing your booking time

You can reschedule once for free when you request the change at least 12 hours before the service window, the new slot is within 14 days, and the provider has availability.

A second reschedule, or a change less than 12 hours before the window, counts as cancellation and rebooking under the cancellation fee rules.

If the provider declines the new slot, your booking is re-matched at no cost to you.

When your provider cancels

If the provider cancels at least 24 hours before the service window, no fee applies and their reliability record is affected.

If they cancel less than 24 hours before the window, you receive a LKR 500 credit funded by TeamZoro, and your booking is immediately re-matched. Their reliability record is also affected.

Repeated provider cancellations — 3 in 30 days — temporarily reduce their ranking for matching.

If your provider does not show up

You can report a provider no-show 30 minutes after the service window ends. The platform can also detect a no-show if the provider does not mark themselves on the way or arrived within the window.

A provider no-show results in a full refund, a LKR 1,000 credit for you, and a reliability strike for the provider.

The provider may dispute the no-show within 24 hours through the resolution centre, with evidence such as a GPS check-in or messages.

If you are unavailable when the provider arrives

The provider may declare a customer no-show after arriving, providing a photo and waiting 15 minutes. You are notified and have 15 minutes to respond.

For a customer no-show, 50% of the labour price is retained as a fee and paid to the provider. You may dispute the no-show within 24 hours through the resolution centre.

Refunds and credits

When you cancel, the remainder after the applicable cancellation fee is refunded through the existing payment refund process within 5 business days.

Credits apply automatically at your next checkout and expire in 180 days.

Use your booking details to review the cancellation, refund and credit outcome, or the resolution centre to raise a no-show dispute.

Product returns and other refund questions

This page covers service cancellations, changes and no-shows. For product returns, refund methods and other transaction protections, read the Return, Refund, Escrow & Dispute Resolution Policy.

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