Refund policy

1. Payment options

Depending on the service and booking, RSK20 may allow payment after the service, an advance payment, a partial advance, or another payment arrangement communicated to the customer.

The applicable payment arrangement for a booking will depend on the service, booking circumstances and options made available by RSK20.

Where payment is required in advance, the applicable amount will be communicated before the payment is requested.

2. Cancellation by the customer

Customers may request cancellation of a booking by contacting RSK20 through the available contact or support channels.

The effect of cancellation may depend on the stage of the booking, including whether a worker has been assigned, whether the worker has started travelling, whether work has commenced, whether materials have been purchased, and whether any part of the service has already been completed.

RSK20 will review the circumstances of the cancellation and determine any applicable refund or charge in accordance with the booking terms, applicable law and the circumstances of the case.

3. Cancellation by RSK20

RSK20 may cancel or reschedule a booking where the requested service is unavailable, a suitable worker cannot be assigned, the service is outside the supported service area, the service location is unsafe or inaccessible, the booking information is materially incorrect, or other circumstances prevent reasonable fulfilment of the booking.

If a customer has already made an eligible advance or partial payment for a booking cancelled by RSK20, RSK20 will assess the applicable refund in accordance with the circumstances and applicable law.

4. Advance and partial payments

Where an advance or partial payment has been made, the amount may be applied against the final service charges, subject to the agreed booking terms.

If the final amount is lower than the amount already paid, any applicable balance may be refunded after the booking and payment records have been reconciled.

If the final amount is higher than the amount already paid, the remaining balance will generally become payable according to the applicable booking or invoice terms.

5. Services already performed

Amounts relating to services that have already been performed may not be refundable merely because a customer subsequently decides not to continue with additional work.

Where a customer disputes the quality, scope or completion of work, RSK20 may review the booking, service details, worker information and other relevant records before determining an appropriate resolution.

Nothing in this policy limits any consumer right or remedy that cannot lawfully be excluded under applicable law.

6. Materials and additional costs

Where materials have been specifically purchased or arranged for a customer's booking, the treatment of those costs may depend on whether the materials can reasonably be returned, reused or otherwise recovered.

Any additional material or service charges should be communicated to the customer where reasonably practicable before the additional work or purchase is undertaken.

7. Refund eligibility

A refund may be considered where, for example:

• RSK20 receives an advance payment for a service that is subsequently cancelled by RSK20 and the payment is not otherwise applicable to another agreed service.
• An amount has been paid in excess of the final amount properly payable.
• A duplicate payment has been successfully received.
• A payment-related issue results in an amount being incorrectly collected.
• A refund is otherwise required under applicable law or an agreed resolution.

Eligibility for a refund may depend on the individual booking, the stage of service, payment records and applicable law.

8. Non-refundable or already-incurred amounts

Where a booking has resulted in costs that have already been incurred, such as completed work, specially purchased materials, authorized travel or other communicated charges, those amounts may be deducted from an otherwise applicable refund where permitted by the booking terms and applicable law.

RSK20 will not use this provision to remove any refund, cancellation or consumer right that is legally required to be provided.

9. Refund process

To request a refund, customers should contact RSK20 using the business contact details published on the website and provide the relevant booking or transaction information.

RSK20 may request additional information reasonably necessary to verify the booking, payment and refund request.

Refund requests may be reviewed before approval to confirm the payment record, booking status and applicable refund conditions.

10. Refund method and processing time

Where a refund is approved, RSK20 will generally process it through the original payment method or through the applicable payment provider, where technically and legally possible.

The time required for the refund to appear in the customer's account may depend on the payment provider, bank, card network or other financial institution involved.

RSK20 does not control the processing time of external banks or payment providers.

11. Duplicate, failed or incorrect payments

If a customer believes they have been charged twice or have been charged an incorrect amount, they should contact RSK20 with the relevant transaction or booking information.

RSK20 will review its payment records and, where appropriate, coordinate with the payment provider to resolve the issue.

A payment shown as pending or failed by a payment provider does not necessarily mean that RSK20 has successfully received the funds.

12. Service complaints and disputes

If a customer believes that a service was incomplete, defective, materially different from the agreed requirement, or otherwise unsatisfactory, the customer should contact RSK20 as soon as reasonably possible.

RSK20 may review the circumstances and may communicate with the customer and assigned worker before determining an appropriate resolution.

Depending on the circumstances, a resolution may include correction of the work, a partial adjustment, a refund, or another appropriate remedy, subject to applicable law and the circumstances of the case.

13. Fraudulent or unauthorized refund requests

RSK20 may investigate refund requests that appear fraudulent, duplicated, unauthorized or inconsistent with the relevant booking or payment records.

Nothing in this section prevents a customer from exercising a genuine legal right to dispute a transaction or seek a remedy available under applicable law.

14. Contact