1. If plans change
Cancel through the booking conversation as soon as you know you cannot proceed, and let the other person know. If the action is unavailable, email contact@favr.online with the booking reference and a clear statement that you want to cancel. A message proposing different arrangements does not by itself confirm that the booking has changed.
2. Before the Favr starts
You have a two-minute confirmation window after both the agreement and card authorisation are confirmed. The helper must wait until this window ends before marking departure. This is an additional booking safeguard; it does not replace any statutory cancellation period.
Before the helper marks departure, an active card hold can normally be cancelled through the booking if no payment issue or dispute requires review. Check the cancellation result. Your bank decides how quickly the released hold disappears from your statement.
3. After departure or where there is a problem
If the helper has marked departure, completion has been requested, or the payment or booking is disputed, cancellation requires review. Both parties should stop the Favr and any travel safely, keep relevant information and explain any part of the Favr already completed. We review the booking, communications, payment status and applicable rights before deciding the payment outcome.
AskFavr does not charge a cancellation penalty. Any entitlement concerning services already supplied is assessed separately, taking account of the agreement and the law. A cancellation is not, by itself, confirmation of a refund or compensation.
4. No-shows and incomplete Favrs
If someone does not arrive or the agreed Favr is not completed, record the issue in the conversation and use the dispute or support route. Do not confirm satisfactory completion if there is an unresolved problem. We may ask both parties for relevant information. An allegation alone does not determine the outcome.
5. Your consumer right to cancel
Where you buy a service online from a helper acting as a trader, you will generally have 14 days from making the contract to cancel without giving a reason, subject to legal exceptions. This right is separate from the two-minute window above and from remedies for faulty or misdescribed services. A task supplied by a private individual is not ordinarily covered by that statutory cooling-off right.
If you expressly request the service to begin within the statutory cancellation period, a proportionate amount for services supplied before you cancel may be payable only where the legal requirements for charging it have been met. The right to cancel on change-of-mind grounds ends after full performance only where the required prior request and acknowledgement have been obtained. Merely accepting these terms does not provide that separate request or acknowledgement. A scheduled task is not automatically exempt from cancellation rights.
To exercise the right, tell the helper and contact contact@favr.online before the applicable period ends. A clear statement is sufficient. You may use: “I cancel the service booked on [date], reference [reference]. My name is [name] and my contact email is [email].” You do not have to use this wording or explain your reason. Statutory refunds are handled within the applicable legal deadline; our review process does not extend it.
6. After payment
Request refund review in Payments and earnings or email support with the booking details. Explain a service problem and the remedy you seek so we can assess it. We will communicate the decision and, where a refund is due, its processing status. Refunds normally return through the original payment method. Bank posting times vary.
The review exchanges are private between each participant and AskFavr. The other participant can see the case status and final decision, but cannot browse your private statement or uploaded evidence photos. We may separately explain a concern when necessary to hear both sides, taking account of safety, privacy and applicable rights.
Nothing in this policy limits mandatory consumer rights, a right to recover payment for a service not supplied, or access to your bank, a competent authority or a court.