Refund and Cancellation Policy

Version 2026-09-13. Last updated 2026-09-13.

The short version: you pay only when the work is done. You can cancel free up to 24 hours before the start. If something goes wrong you have 48 hours to tell us, and we answer within 5 business days.

When your card is charged

  • Accepting an offer saves your card. It does not charge it.
  • A hold for the total is placed before the job starts. A hold is not a charge. It reserves the amount on your card.
  • The charge happens when the worker marks the job complete and you confirm, or 24 hours after the worker marks it complete if you do not respond.
  • If a job never starts, the hold is released and you are not charged.

Cancelling with no fee

Cancel more than 24 hours before the scheduled start. No fee.

You also pay nothing when:

  • The worker cancels. Your request goes back out to other workers at no cost to you.
  • No worker offers on your request and it expires.
  • The hold on your card fails and the job is cancelled two hours before start.

Cancelling inside the window

Cancel within 24 hours of the scheduled start and your saved card is charged a cancellation fee.

The fee is the lesser of one hour of the worker's offered rate or $35. If the worker's offer was a flat price, one hour is worked out from the time estimate on the offer.

The fee goes to the worker, less the MowMatch fee. It pays for the time they set aside for you. The fee shows on the accept screen before you accept, and you tick a box to agree to it. It is not fine print.

Price changes on site

If the work turns out to be bigger than described, the worker can send you a revised price in the app. Nothing changes until you approve it. If you decline, the original total stands and the worker decides whether to continue at that price.

Disputing a job

You have 48 hours after the charge is captured to open a dispute.

Open it from the job in the app or from the help page. Tell us what went wrong. Add photos. We compare the worker's completion photos, your photos, the job description, and the messages between you.

Common outcomes:

  • Work done as described: no refund.
  • Part of the work missing or below standard: partial refund for the missing part.
  • Work not done, or property damage caused by the worker: full refund of the job, and help reaching the worker for anything beyond that.

How fast a refund lands

We decide the dispute and issue any refund within 5 business days of the dispute being opened.

Refunds go to the card that was charged and include the MowMatch fee on the refunded amount. Once we issue it, your bank may take a further two to ten business days to show it on your statement. You see the decision and the amount in the app.

What this policy does not cover

  • Work arranged with a worker outside MowMatch.
  • Disputes opened more than 48 hours after the charge.
  • Changes of mind after the work is done as described.
  • Damage or loss not caused by the worker.

Questions

Ask on the help page. The full terms are in the Terms of Service.