Help Center / Cancellations & refunds

Cancellations, refunds & no-shows

Every case, in plain words. Everything here happens automatically. Nobody has to request a refund.

The basics

When you book, you pay a deposit plus a booking fee. The booking fee has two parts: the Sumerzé fee and the payment processing fee (what the card network charges).
The deposit is held safely by Sumerzé. It only goes to the provider when the job is done, or if the customer cancels too late or doesn't show up.
Each provider picks a cancellation policy: Flexible (cancel free until 24 hours before) or Moderate (until 48 hours before).
The policy only counts once the provider has accepted the booking. Before that, cancelling is always free for the deposit.
The payment processing fee is never returned: the card network keeps it on every refund.
Some services have no deposit: the provider chose No deposit, or the service is under $15. Then nothing is paid when you book, cancelling costs nothing, there is nothing to refund, and the cancellation policy can't be applied. See How deposits work (sumerze.com/help/deposits).

What happens in each case

What happened	Customer gets back	Provider gets
The customer cancels
Before the provider accepts (any time)	The deposit	Nothing
After the provider accepts, before the policy deadline	The deposit	Nothing
After the provider accepts, after the policy deadline	Nothing (sales tax is returned)	The deposit
The provider cancels or doesn't answer
The provider declines the request	The deposit and the Sumerzé fee	Nothing
The provider cancels an accepted booking	The deposit and the Sumerzé fee	Nothing
The provider never answers (cancelled 2 hours after the start time)	The deposit and the Sumerzé fee	Nothing
Someone doesn't show up
The provider doesn't show up (report it from 1 hour after the end time)	The deposit and the Sumerzé fee	Nothing
The customer doesn't show up (the provider reports it)	Nothing (sales tax is returned)	The deposit
The job gets done
The customer pays the rest in the app, with or without a tip	—	The full price plus 100% of the tip
The provider collects the rest in person	—	The deposit in the app, the rest in person
The provider forgets to mark it done	—	The deposit, automatically 7 days after the appointment
Something goes wrong with the payment
Paid, but the booking couldn't be made (time taken, request limit, quote expired…)	The deposit and the Sumerzé fee, automatically	Nothing
Card declined on the final payment	Nothing was charged; try another card	Nothing until it's paid

If you're the customer

To cancel, open the booking and tap Cancel booking. The app tells you before you confirm whether your deposit comes back.
If the provider doesn't show up, wait until 1 hour after the appointment should have ended, then open the booking and tap Provider didn't show up. You get your money back right away.
The booking fee is not returned when you cancel yourself. It is returned (except the payment processing part) when the provider is the reason the booking fell through.
Discounts and your frequent-client reward work the same way: you get back what you actually paid.

If you're the provider

Your cancellation policy protects you only after you accept a booking. Answer requests quickly: if you don't, the customer can cancel for free and, 2 hours after the start time, the request is cancelled and refunded automatically.
If you decline, cancel, or don't show up, the customer gets their money back and you receive nothing. Repeated cancellations can lower your visibility and lead to an account review.
If the customer doesn't show up, wait until 1 hour after the appointment ends and mark them as a no-show. The deposit is paid to you.
When the job is done, request the final payment in the app, or mark it complete if you collect the rest in person. Your deposit is then paid out to you.

The price can't change after booking

The customer pays exactly the price they agreed to: the service price (or the quote) minus the deposit. A provider can't charge more in the app.
If the job turns out bigger than planned (more hours, more guests, extra work), agree on it in the chat first. The customer then asks for a new quote for the extra part, and accepts or declines it like any quote. Nothing extra is ever charged without the customer accepting it.
Tips are always optional and go 100% to the provider.

When refunds arrive

Refunds are sent the moment the booking is cancelled and usually show on your card in 5–10 business days, depending on your bank.

Something doesn't look right?

Write to us at billing@sumerze.com before opening a dispute with your bank. We usually fix it faster, and disputes opened without contacting us first can lead to an account review.

Related: Pricing & fees · Quotes · Terms of Service