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Your protection

Cancellations & refunds

Clear rules on what happens if a job is called off — before, during or after the work.

Before you hire

  • Posting a job and receiving quotes is always free, and you're never committed to hiring anyone.
  • You can cancel a job post at any time from My Jobs. Trades who quoted are told the job has closed.
  • Declining a quote costs nothing, and the trade is not charged for it.

After you accept a quote

  • Your money is only taken when you fund a stage of the work, and it is held safely until you sign it off.
  • If you cancel before the first stage is funded, nothing has been charged and there is nothing to refund.
  • If you cancel after funding a stage but before the work starts, the full amount of that stage is refunded to your card, usually within 5 to 10 working days.

If work has started

  • Raise a dispute from the job page. Nothing is released to the trade while a dispute is open.
  • We review the evidence from both sides and aim to respond within 5 working days.
  • The outcome can be a full refund, a part refund for the work not completed, or a release to the trade.

For tradespeople

  • You're never charged for viewing a job, quoting, or losing out on work.
  • The 2% completed-job fee is only taken when a customer releases payment for completed work, and it is capped at £295 per project.
  • If a payment is refunded to the customer, the fee on that amount is refunded to you too.
  • Your own existing customers, entered into your CRM, are never charged a completed-job fee.

Your legal rights

  • Nothing here affects your statutory rights, including your right to cancel a contract agreed at home within 14 days under UK consumer law.
  • Any contract for the work itself is between you and the tradesperson. HireOne holds the money and helps resolve problems.

Need to cancel something now?

Open the job and use Cancel job, or raise a dispute if work has already started. If you'd rather talk it through, contact our team.