Refund & Cancellation Policy

Refund eligibility depends on booking status, cancellation timing, service completion, payment status and the applicable service policy.

Customer cancellation

Before provider acceptance or service commencement, eligible cancellations may be refundable subject to the booking-specific policy and payment-provider rules. After service commencement, refunds may be reduced or unavailable where costs have already been incurred.

Provider cancellation

If a provider cancels or fails to provide the booked service, OROW may reassign the booking, provide an eligible refund or offer another remedy depending on the circumstances.

Diagnostic and additional work

Diagnostic findings or additional paid work must follow the customer approval workflow. Unapproved additional work must not be treated as customer-approved charges.

Refund processing

Approved refunds are initiated through the relevant payment channel. Bank/payment-provider processing times may apply.

Disputes

Customers may contact support with the booking code and payment reference. OROW will maintain an auditable record of the complaint and resolution.