Refund Policy

Our Refund Commitment

HelpingHandsAU is committed to fair outcomes for all parties. Our refund and dispute resolution processes comply with the Australian Consumer Law and the consumer guarantee provisions of the Competition and Consumer Act 2010. Our escrow model is specifically designed to protect both Task Posters and Providers.

How Escrow Works

When a Task Poster accepts a bid, the agreed task amount is held in escrow by Stripe — not by the Provider and not directly by HelpingHandsAU. This means:

• Funds are only released to the Provider after the Task Poster confirms completion
• If the task is not completed, funds are never released to the Provider
• A dispute can be raised at any point during or within 48 hours after service delivery

Cancellations

• Before acceptance: Task Posters may cancel with no charge at any time before accepting a bid
• After acceptance, before commencement: Full refund issued; cancellation fee may apply depending on Provider costs incurred
• After commencement: Partial refund based on work completed; determined by our Trust & Safety team following dispute review
• Provider no-show: Full refund issued within 2 business days

Dispute Resolution Process

1. Either party submits a dispute via the in-app feature within 48 hours of completion
2. Both parties are invited to submit evidence (photos, messages, descriptions)
3. Our Trust & Safety team reviews all evidence and may contact parties for clarification
4. A determination is issued within 5 business days
5. Determinations result in full refund, partial refund, or full release of escrow funds
6. Either party may appeal within 7 days of the determination

Platform Fee Refunds

HelpingHandsAU's platform service fee is generally non-refundable once a task has been accepted, as it covers the costs of matching, verification, and escrow management. Exceptions apply where a Provider cancels or where a serious safety incident is confirmed.

How to Request a Refund

Use the in-app dispute feature, or contact our support team at admin@helpinghandsau.com. Please include your task ID, the nature of your concern, and any supporting evidence.

Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. If a refund remedy applies under Australian Consumer Law, we will honour it regardless of the terms of this policy. Your statutory rights under the Competition and Consumer Act 2010 (Cth) are not limited by this page.