This policy explains what happens to the money when paid work on eHelp is cancelled, or when a refund is decided. The current percentages are shown below this document and, for your own task, on the task page before you confirm a cancellation.
Before the customer pays
Either side can cancel. No money has been taken, so there is nothing to refund.
After payment, before the work starts
If the task is cancelled before work starts, the customer is refunded the share set in the current settings (shown below). Fees are handled as shown in the cancellation preview on the task page.
After the work has started
- If the customer cancels, part of the payment may go to the provider for the work already done. The current split is shown below.
- If the provider cancels, the customer is refunded the share shown below.
After the money has been released
Once the work has been confirmed and the provider's earnings have been released, eHelp can no longer cancel the payment or refund it automatically. If you have a problem after that point, contact the Support Center.
Disputes
If you disagree about the work while eHelp still holds the money, open a dispute instead of cancelling. A dispute decision can refund all, part or none of the payment. See the Dispute Policy.
Extra work payments
Extra work payments follow the same rules. If a dispute is decided fully for the customer, extra work payments on that task are refunded too.
How refunds are paid
Refunds go back to the original payment method. The time it takes to reach you depends on your bank or card provider; it is often a few working days. You can follow each refund on the payment page.
What you will always see
Before you cancel, the task page shows who is cancelling, how much would be refunded, how fees are treated and what happens next. After a cancellation or refund, the payment page shows the actual amounts from our records.
Current fee and refund settings
These values come straight from eHelp's live settings. A payment always keeps the fees that applied when it was made.
- Customer fee: 10% on top of the task amount.
- Provider fee: 5% taken from the task amount.
- GST: not charged (not applicable).
- Refund if cancelled before work starts: 100%.
- Refund if the customer cancels after work starts: 50%.
- Refund if the provider cancels after work starts: 100%.
- Automatic confirmation: 24 hours after the provider marks the work complete, if the customer does not confirm or report a problem.
- Payouts: from ₹100 to ₹50,000 per request.