Refunds and how decisions are made
The short version: you decide what “done” means, the provider is paid when the job meets it, and if it doesn't, you can get your money back.
1. You write the test
When you post a job you list the criteria that finished work must meet. Providers see them before they quote. If you change the job later, providers who already quoted are asked to confirm their quote again. Once you pick a provider, the criteria are the agreed standard for the job.
2. Your payment is held
You pay through the app and the provider is not paid straight away. Payment is released when you confirm the job is done. If you neither confirm nor report a problem, it is released automatically after 48 hours (1 hour for instant jobs), so providers are not left waiting. Cancel before work starts and the service fee is refunded in full.
3. If it isn't done to your criteria
Report a problem before the time limit, saying which criteria were not met. Payment stays held and the provider can reply with their side and their photos. A person then compares the job description, your criteria, the before and after photos and the messages.
4. The possible outcomes
Payment released to the provider (the evidence shows your criteria were met), a partial refund (some of the work was done), a full refund, or a request for more evidence first. On a full refund your service fee is returned too.
5. Written reasons and appeals
Every decision comes with a written explanation. Either side can appeal within 72 hours by pointing to the specific criteria or photos the first decision missed.
6. Why you can trust the decision
Tonton Fix earns its commission and fee only when a job is completed, so it is fair to ask whether we lean against refunds. We don't gain from refusing one: on a full refund we return our service fee and take no commission. Decisions follow your written criteria and the evidence, not opinions, and each one is recorded with its reasons.
7. What helps your case
Write specific criteria you can check with a photo (for example “all leaves bagged and the lawn visible”). Take clear before photos. Keep every message inside the app. A vague report such as “it's bad” is hard to act on.
8. What this does not mean
A refund is not automatic: if the evidence shows the criteria were met, the provider is paid. Providers are independent businesses, and these rules sit alongside the Terms.