Refund & Cancellation Policy
How cancellations, refunds and disputes work on AssistMeIn, for both Service Seekers and Service Providers.
Overview
This policy forms part of our Terms & Conditions. It explains what happens to your money when a job is cancelled, changed or disputed. Nothing in it limits your rights under the Australian Consumer Law.
- When a Service Seeker accepts a bid and pays, the payment is held by AssistMeIn through Stripe. It is not released to the Service Provider until the job is approved.
- Funds are released to the Service Provider after the job is approved and a clearing period has passed.
- Refunds are returned to the original payment method.
Before a bid is accepted
No payment has been taken, so there is nothing to refund.
- A Service Seeker can cancel or edit a job ad at any time before accepting a bid, at no cost.
- A Service Provider can withdraw a bid at any time before it is accepted.
After a bid is accepted
Once a bid is accepted and paid, a job can be cancelled by either side through the cancellation option on the job.
- Depending on the stage of the job, a cancellation either happens straight away or is sent to the other party as a request.
- The other party can approve or reject a request. If they do not respond within 72 hours, the request is approved automatically.
- If the request is rejected, either side can ask our support team to review it.
- When a cancellation is approved before the work is delivered, the payment is refunded to the Service Seeker in full, less any amount our admin team decides is fairly owed to the Service Provider for work already done.
Note: Completed jobs cannot be cancelled. If there is a problem with a completed job, use the dispute process below.
Delivery and approval
When a Service Provider marks a job as delivered, the Service Seeker is asked to review it.
- The Service Seeker can approve the job, or decline it and ask for changes.
- If the Service Seeker does nothing, the job is approved automatically after 48 hours (7 days for NDIS jobs).
- Payment is released to the Service Provider only after approval, and then after the clearing period.
Disputes and refund requests
If something went wrong, contact us through Contact Support or the dispute option as soon as you can. Our admin team reviews each case.
- Include the job, what went wrong, and any messages, photos or documents that support your case.
- Both sides will be asked for their account of events before a decision is made.
- The admin team can approve a full refund, a partial refund, or decline the refund. Their decision is based on the evidence provided and the agreed scope of the job.
- Approved refunds are processed within 5 to 7 business days, though your bank may take longer to show them.
- Refund requests made after funds have been released to the Service Provider may take longer to resolve.
- False or fraudulent claims may lead to account suspension.
NDIS jobs
NDIS jobs follow the same principles, with some differences in how payment works.
- For plan-managed jobs, the invoice is sent to the plan manager. Contact support if an invoice needs to be corrected or cancelled, so that NDIS funds are handled correctly.
- Keep your invoices and receipts as your plan manager or the NDIA may require them.
Fees and subscriptions
Some amounts are not refunded when a job is refunded.
- Subscription fees for Provider plans are non-refundable unless required by law.
- Fees are charged to Service Providers, not Service Seekers.
Contact us
If you are unsure about anything in this policy, contact us before you pay or cancel.
- Support: support@assistmein.com.au
- Legal enquiries: legal@assistmein.com.au