Refund & Cancellation Policy

Last updated: May 28, 2026

This policy is part of the Dockhand Terms of Service and applies to the Dockhand platform, operated by Dockhand Inc., an Ontario corporation. We want every Dockhand task to end well. When something goes wrong, here's how cancellations and refunds work.

For Customers

Before a Tasker accepts your task

You can cancel any task before a Tasker accepts and you will not be charged. Your payment hold is released automatically.

After a Tasker has accepted, before the scheduled time

When you cancel	Refund
More than 24 hours before the scheduled time	Full refund
Between 24 and 4 hours before	75% refund (Tasker keeps a small cancellation fee)
Less than 4 hours before, or after the Tasker is on-site	50% refund

If the Tasker doesn't show up

You receive a full refund and the booking is closed. We follow up with the Tasker — repeated no-shows result in removal from Dockhand.

If the work wasn't done, or wasn't done as described

Open a dispute within 48 hours of the scheduled completion time. Include photos and a short description. We will:

Hear from both sides;
Hold the Tasker's payout while we review;
Issue a full or partial refund based on what we find, typically within 5 business days.

Refunds are returned to your original payment method through Stripe and can take 5–10 business days to appear on your statement, depending on your bank.

What is not refundable

Work that was completed as described, even if you've changed your mind about wanting it;
Cosmetic or preference disagreements where the agreed scope was met;
Damage to property — see "Property damage" below for the separate process;
Tasks that were cancelled or modified by you off-platform.

For Taskers

Cancelling a task you've accepted

Things happen. If you need to cancel an accepted task, do it as early as possible from the app. The Customer is notified and the task returns to the Find Work board.

Repeated late or last-minute cancellations affect your rating and can lead to removal. Cancelling 3 or more accepted tasks in any rolling 30-day window triggers a review.

Customer cancels on you late

If a Customer cancels less than 4 hours before the scheduled time, you keep a portion of the agreed price as compensation for the time you reserved.

Payouts after disputes

If a Customer opens a dispute, your payout for that task is held while we review (typically up to 5 business days). We will contact you for your side. If the dispute is resolved in your favour, the payout is released on the next standard Stripe cycle.

Property damage

Dockhand is not an insurer. If a Tasker damages your property during a task, we will help facilitate communication between you and the Tasker and, where appropriate, suspend the Tasker pending resolution. Recovering damages is between you and the Tasker (or their insurance). Taskers are independent contractors and are encouraged to carry their own liability insurance.

How to start a refund or dispute

Open the task in the Dockhand app;
Tap "Report an issue" (or message us at hello@dockhand.ca with the task ID);
Tell us what happened and attach photos if you have them.

We aim to acknowledge every report within 1 business day and resolve most within 5.

This policy is part of our Terms

This Refund & Cancellation Policy is incorporated into our Terms of Service. Where Ontario consumer protection law gives you stronger rights than this policy, those rights apply.