Refunds and Cancellations

Card bookings

Card payments are processed securely by Stripe. Neaby records payment status and releases eligible provider payouts after completed work is confirmed in the app.

If a card booking is cancelled or rejected before the service is delivered, the buyer can request a refund through the app or by contacting support. Refunds are made back to the original card through Stripe where available.

When a card booking is refundable

• The booking was rejected by the provider before the service was delivered.
• The booking was cancelled before completion and the card payment has been captured.
• Neaby support determines a refund is appropriate after reviewing a payment, safety, duplicate-charge, or dispute issue.

When a card booking may not be refundable

• The service was completed and payment was released to the provider.
• The buyer confirms completion after the provider delivered the service.
• The issue relates to a cash payment made directly to the provider rather than a card payment processed by Neaby.
• The refund request cannot be matched to a Neaby booking or payment.

Cash bookings

Cash bookings are paid directly between the client and provider in person. Neaby does not collect the client's cash payment and usually cannot refund cash paid outside the app.

If a cash booking is cancelled, disputed, or incorrectly marked complete, contact support with the booking reference so we can review the marketplace record and provider account status.

Custom quotes and materials

Custom quote payments follow the same refund rules as card or cash bookings. Extra material requests paid by card can be reviewed where the material request was cancelled, rejected, duplicated, or not provided.

How to request help

• Open the booking in Neaby and use the available cancel, refund, report, or support action where shown.
• Email support@neaby.app with your account email, booking reference, payment method, reason, and any relevant photos or messages.
• For payment issues, contact us as soon as possible so we can review the Stripe payment, booking status, and provider payout state.

Timing

Approved card refunds are submitted through Stripe. Your bank or card issuer controls how long the refund takes to appear. This can vary by payment method and country.