This policy explains how bookings and posted tasks may be cancelled, when fees apply, and how refunds are handled. It forms part of, and should be read together with, the Tasky Terms & Conditions. Because Tasky is a marketplace, the agreement to perform a service is between the customer and the Tasker; Tasky facilitates payment, holds funds in escrow until completion, and administers this policy fairly to both sides.

All amounts are stated in UAE Dirham (AED) and are inclusive of applicable VAT where required by UAE law. This policy is designed to comply with Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulation.

1. How payment and escrow work

When a customer accepts a Tasker’s offer or confirms an instant booking, Tasky places an authorisation or hold on the customer’s payment method for the agreed task price plus the Tasky service fee. Funds are held in escrow through our payment processor and are released to the Tasker only after the task is completed and confirmed. Tasky’s commission is deducted from the released amount.

2. Cancellation by the customer

2.1 Before a Tasker is confirmed

If you cancel a posted task before accepting any offer, no charge applies and any hold is released.

2.2 After a Tasker is confirmed

Once a Tasker is confirmed, the following applies (specific timeframes and amounts are set in-app at the point of booking and may vary by service category):

• Free cancellation window: cancellations made more than [24] hours before the scheduled start time are free of charge and fully released.

• Late cancellation: cancellations made within [24] hours of the scheduled start may incur a cancellation fee of up to [AED amount / percentage of task price] to compensate the Tasker for reserved time and travel.

• No-show: if the customer is not available at the agreed time and location and cannot be reached, the booking may be treated as a late cancellation and a fee may apply.

Cancellation fees are shown clearly before you confirm a cancellation. Where a fee applies, the balance of any hold is released back to your payment method.

3. Cancellation by the Tasker

Taskers are expected to honour confirmed bookings. If a Tasker cancels:

• The customer is never charged for a task the Tasker cancels, and any hold is released in full.

• Tasky may offer the customer assistance in rebooking and, at our discretion, a goodwill credit (for example in Tasky Coins) for the inconvenience.

• Repeated or last-minute cancellations by a Tasker may result in warnings, reduced visibility, temporary suspension or removal from the Platform, as described in the Tasker Terms & Conditions.

4. Refunds and the satisfaction process

Because funds are held in escrow until completion, most issues are resolved before any payment is released. After a Tasker marks a task complete, the customer is asked to confirm and rate the service. If the customer does not respond, Tasky may follow up before releasing funds.

4.1 If the work is unsatisfactory

If the work is not completed or falls materially short of what was agreed, the customer should report this through the app within [48] hours of completion. Tasky will review the matter under the Dispute Resolution process and may, depending on the evidence: arrange for the Tasker to return and remedy the issue, release a partial payment reflecting work actually done, or issue a full or partial refund.

4.2 Tasky service fee

Where a task is cancelled before performance or a full refund is issued for a task that did not take place, the Tasky service fee attributable to that task is refunded. Where a task is performed substantially as agreed, the service fee is generally non-refundable.

5. Disputes

If the customer and Tasker disagree about whether a task was completed satisfactorily, either party may raise a dispute in the app. A Tasky Dispute Resolution Specialist will collect evidence from both sides (photos, in-app chat logs, timestamps and statements) and reach a fair, documented decision. Tasky acts as a neutral facilitator; its decision on the release of escrowed funds is administrative and does not limit either party’s legal rights.

6. How and when refunds are paid

Approved refunds are returned to the original payment method. Depending on your bank or card issuer, refunds typically appear within [5–14] business days. Tasky Coins or platform credit, where offered, are applied to your account immediately and are governed by the Tasky Coins terms.

7. Consumer rights

Nothing in this policy removes or limits any non-waivable rights you have as a consumer under UAE law, including under Federal Law No. 15 of 2020 on Consumer Protection.