Before work starts

If a job is cancelled before the provider has started work, any amount you paid for that job is refunded in full.

After work has started

If a job is cancelled or a dispute is upheld after work has begun, the refund is partial and reflects the portion of the agreed scope that was not completed. Where a job was divided into milestones, each completed and approved milestone is treated as delivered.

How to claim

Open a dispute or write to us within 15 days of the completion date or of the problem arising, whichever is later. Include your request details so we can find the job quickly. We aim to complete our review within 3 to 7 business days.

Processing times

• BenefitPay and local debit cards: 3 to 7 business days
• Visa and Mastercard credit cards: 5 to 14 business days
• Bank transfer refunds are confirmed by email once sent

Government fees

Official government fees that a provider has already paid to an authority on your behalf for a completed filing (for example, a submitted registration or permit application) cannot be refunded by us, as they are held by the authority.