Platform, not the work
Cancelling or refunding a HandNorth booking is about the booking and, when Stripe is live, funds on the platform. It does not make HandNorth the person who did the work, does not move the professional’s responsibility onto us, and does not create insurance, occupiers’ liability or a contractor licence for HandNorth in any province or state. Quality, damage, delay, injury or incomplete work stays between you and the professional, subject to the release and limits in the Terms of use and to rights the law does not let either of us waive. A cancellation or refund is not an admission of liability by HandNorth.
The free window
You can cancel a booking free up to 24 hours before a confirmed visit. Card refunds start when Stripe escrow is live. Write from the project in My projects, or hello@handnorth.com if you cannot open the job.
After the window
If the pro is already travelling, or work has started, cancellation is not automatic. Open the job, write the pro, and use Report a problem if you need HandNorth to look. A person reviews both sides — leftover materials, time already spent, and what was quoted.
What comes back
When Stripe is live, unused funds return. We do not keep a commission on the job. If the pro reasonably spent time or materials after you approved the quote, that can stay with them. The written quote and the project thread are what we read.
If the pro cancels
If the professional cannot make the visit, you can rebook. Write the project or hello@handnorth.com. Card refunds start when Stripe is live.
No-show
Log a no-show on the project if the other side did not arrive in the window. A fee is not charged until card checkout is live. Today we email hello@handnorth.com and help rebook by hand within 24 hours when we can.
Disputes
A person acknowledges within one business day and writes a decision within seven days. There is no chatbot. That process is how we handle the booking as the marketplace. It is not a finding that HandNorth performed the work. See the Disputes page.
Homeowners posting
Posting a project is free. Closing or reposting a project that was never hired does not cost you a platform fee.
Professionals
A Pro subscription is separate from a job. Cancelling an application or a future plan is hello@handnorth.com until self-serve billing ships. Card billing is on the way — we will not pretend a Stripe subscription is live today.
More detail
The same facts are in Advice Hub (escrow and deposits), Help, and Terms of use (marketplace role and limitation of liability). The project agreement you sign points back to this page.
