Last updated: June 17, 2026
You can cancel a task at any time before you book a specific Tasker. No payment is taken until you confirm a booking by accepting a Tasker's offer.
| 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 |
You receive a full refund and the booking is closed. We follow up with the Tasker — repeated no-shows result in removal from Dockhand.
Open a dispute within 48 hours of the scheduled completion time. Include photos and a short description. We will:
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. When Dockhand issues a refund, Stripe also reverses the corresponding portion of the Tasker's share of the payment — see "Payouts after disputes" below for how this affects the Tasker.
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.
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.
How Dockhand payments work: when a Customer books your offer, Stripe charges the Customer, deducts Dockhand's service fee, and routes your share to your connected Stripe account immediately. Dockhand does not operate an escrow account and does not hold your funds. Your share then follows Stripe's standard payout schedule from your Connect account to your bank.
If a Customer opens a dispute (typically within 48 hours of the scheduled completion time), we will contact you for your side and aim to resolve the matter within 5 business days. If we resolve the dispute in your favour, no money moves and your payout proceeds on Stripe's standard schedule. If we resolve it in the Customer's favour, Dockhand will issue a refund through Stripe, which automatically reverses the corresponding portion of your share — even if it has already been paid out to your bank. In that case Stripe will recover the reversed amount from your Connect balance going forward, which may leave that balance temporarily negative until covered by future earnings. We will notify you before issuing any reversal so you have an opportunity to respond.
Chargebacks initiated by a Customer's bank are handled separately by Stripe under Stripe's dispute process. Dockhand will share its records with Stripe and may, in serious or repeated cases, recover related amounts from your Connect balance.
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.
We aim to acknowledge every report within 1 business day and resolve most within 5.
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.