Cancellation & Refund Policy

    Last Updated: 19 August 2026

    1. Overview

    Stintz facilitates bookings between customers ("Seekers") and independent service providers ("Providers").

    Customers pay for confirmed bookings through the Stintz platform. Refund eligibility depends on who cancels the booking and when the cancellation occurs relative to the scheduled service time.

    2. Cancellation Before Payment

    If a booking has not yet been paid, either party may cancel without penalty.

    3. Customer Cancellation (More Than 24 Hours Before Service)

    If a customer cancels 24 hours or more before the scheduled service:

    • The customer receives a full refund of the service price and platform fee.
    • The provider receives no payment.

    4. Customer Cancellation (Less Than 24 Hours Before Service)

    If the customer cancels less than 24 hours before the scheduled service:

    • The customer receives a refund of 70% of the service price.
    • 30% of the service price is paid to the provider as compensation.
    • The platform fee is retained by Stintz.

    5. Provider Cancellation

    If a provider cancels a confirmed booking:

    • The customer receives a full refund.

    6. After Service Completion

    Once a service has been completed and confirmed, the booking cannot be cancelled.

    7. Refunds

    Stintz facilitates bookings between Seekers and Providers but does not get involved in refunds or disputes. The only refunds Stintz processes are the automatic cancellation refunds set out in sections 2 to 5, which are returned to the original payment method and may take a few business days to reflect. Any other refund, adjustment or credit must be arranged directly between the Seeker and the Provider.

    8. Conduct and Service Quality

    Stintz is not responsible for the quality, safety or outcome of any service. Should a community member display poor behaviour, this can be reported to Stintz at support@stintz.com and, if appropriate, the relevant user can be removed from the platform. The review system should be used to report good or poor service levels and user behaviour.