Last updated: August 2026
This Cancellation & Refund Policy explains how cancellations, fees, refunds, and tips work on PropKeep. It supplements our Terms of Service and applies to Owners and Workers using the marketplace.
1. How Owners are charged
You set the job price for each visit. A booking fee is added on top and shown before you confirm: 15% for a first visit with a helper, 10% the next time you book that same person, then 5%. When live payments are enabled, your payment method is typically authorized when a booking is confirmed and charged when the job is completed—not when you first post an open job—except where a cancellation fee applies as described below.
Promotional codes or optional priority-match fees, if offered, are disclosed before you complete the booking.
2. Owner cancellations
Owners may cancel bookings that have not yet started (including confirmed visits that are not in progress), subject to timing-based fees that compensate the Worker for reserved time. Once a Worker has checked in and the job is in progress, Owners and Workers cannot cancel it themselves — open a dispute so our team can help, or an admin may cancel the booking after review.
Before a job is in progress, timing-based fees apply as follows:
- More than 48 hours before the job: free cancellation; no cancellation fee. Promo discounts and unused priority-match fees are released; no tax is charged on a cancelled visit with no fee.
- Between 24 and 48 hours before the job: a fee equal to 50% of the job pay. The Worker is paid that share; the booking fee and unused promo/priority amounts follow the breakdown shown before you confirm.
- Less than 24 hours before the job: a fee equal to the full job pay. The Worker is paid for the reserved time; taxes and remaining platform amounts follow the on-screen breakdown.
The fee that will apply is shown in the app before you confirm a cancellation. Platform fees associated with a cancelled visit are handled according to the fee display at cancellation time. Recurring series: cancelling a single occurrence follows the same rules for that visit; cancelling a whole series may be offered separately in the product when available.
3. Worker cancellations and no-shows
A Worker who has accepted a job may release it before check-in. The job returns to Find Work with a complimentary Priority match so another Worker can pick it up. The Owner is not charged a cancellation fee for that withdrawal.
Timing-based fees for a Worker release (counted from the scheduled start, not from when the job was accepted):
- More than 1 week before the job: free.
- 1 week to 48 hours before the job: a fee equal to 15% of the job pay, withheld from the Worker's next payout.
- 48 to 24 hours before the job: a fee equal to 25% of the job pay, withheld from the Worker's next payout.
- Less than 24 hours before the job: a fee equal to 50% of the job pay, withheld from the Worker's next payout.
Once a job is in progress, Workers cannot release it themselves — open a dispute so our team can help. Jobs that remain unclaimed or unanswered within marketplace time limits may expire or return to the open pool.
How we collect fees. Owner cancellation fees are taken from the payment hold on that booking (any remainder is refunded). Worker release fees and at-fault dispute fees are recorded on the Worker's account and withheld from their next payout. If one payout is not enough, the rest stays owed until later payouts cover it.
Repeated Worker cancellations, no-shows, or failure to respond within the required window may affect standing on the platform and can lead to suspension under our Acceptable Use Policy.
4. Owner no-access or unsafe conditions
If a Worker cannot reasonably perform the job because of inaccurate access information, denied entry, or unsafe conditions at the property, contact support through the booking or contact form. When the Owner caused the no-access or unsafe condition, we treat the visit as an Owner cancellation using the same timing tiers in section 2 (free / 50% / 100% of job pay). If the Worker or a third party caused the problem, the Owner is not charged a cancellation fee.
5. Refunds and disputes
If a completed job was not performed or was not performed satisfactorily, open a dispute from the booking within 14 days of completion and provide details. We may request photos or other information from both parties.
Approved refunds are returned to the Owner's original payment method in whole or in part, depending on the outcome. Bank or card processing usually takes 5–10 business days. If a refund is late, contact us. When a dispute finds the Worker at fault, a fee equal to 25% of the job pay is withheld from that Worker's next payout. Dispute outcomes do not otherwise imply fault findings beyond what is needed to resolve payment.
6. Tips
Tips are optional and added by Owners after a job. Once charged and paid out, tips are generally non-refundable except in cases of clear processing error or as we determine through a dispute.
7. Simulated / demo payments
When the platform runs without a payment provider configured (for example local demo or UX-mock environments), no real charges or refunds occur. The product may still show a simulated ledger so workflows can be reviewed end to end.
8. Changes
We may update this policy as marketplace rules evolve. The "Last updated" date will change when we do. Fee schedules shown in the product at the time of booking or cancellation control for that transaction.
9. Contact
Questions about a charge, cancellation, or refund? Contact us.