Cancellation, Refund and Dispute Policy

Every cancellation and refund request is assessed individually. We consider:

• The accepted quotation and its cancellation conditions
• Work already completed
• Materials already bought, and other approved costs that cannot be recovered
• Messages between the client and professional
• Photos and other uploaded evidence
• The agreed dates and whether they were kept
• The reason for the cancellation
• Applicable law, including the Consumer Protection Act
• the payment provider’s approved refund and split-recovery process

A request or quotation that has not been paid can be cancelled at any time. No payment has been taken, so there is nothing to refund.

The client may cancel a paid booking before the professional starts work. The refund is usually the full amount paid, less any approved non-recoverable costs (for example, materials already bought for the job and shown in the quotation) and any cancellation conditions stated in the accepted quotation. Thrive Up will tell the client the amount before the refund is processed.

If work has started, the refund is reduced by the value of the work already done and the approved materials already used or bought. A partial refund may apply.

If the professional cancels, or does not arrive and does not communicate, the client is normally entitled to a full refund of the amount paid. The professional may receive a strike or other action under the Professional Service Provider Agreement.

If the professional arrives at the agreed time and cannot get access, and this is recorded in the app (for example by location check-in and messages), the professional may be compensated for reasonable travel and time as stated in the quotation. The rest is refunded.

• Non-delivery: the service was not provided at all. Usually a full refund.
• Partial completion: only part of the work was done. Usually a partial refund for the part not done, or the professional completes the work.
• Unsatisfactory service: the work was done poorly. The professional may be asked to correct it first. If that is not possible, a partial or full refund may be approved.
• Materially different from the quotation: the work differs substantially from what was agreed. Assessed against the accepted quotation and evidence.

• Duplicate payment: a confirmed second payment for the same booking is refunded in full.
• Incorrect amount: any amount paid above the accepted quotation is refunded.
• Fraudulent payment: the booking is stopped, the matter is investigated and may be reported.

Refunds are returned to the original payment method through the payment provider. A refund is only shown as successful once the payment provider confirms it. Bank processing times apply.

Thrive Up cannot guarantee the immediate recovery of money already settled to a professional. Any recovery follows the payment provider’s approved procedure and the platform’s agreement with the professional.

• Full refund: the whole amount paid is returned.
• Partial refund: part of the amount paid is returned, with the reason explained.
• Rejected refund: no refund is due under this policy, with the reason explained.

Open a dispute from the booking page. You will be asked for the booking reference, dispute type, a description, the outcome you want, the refund amount you are asking for, and photos, documents or messages that support your case. The professional is notified and can respond with their explanation, completion evidence, receipts and a proposed resolution. A Thrive Up reviewer then decides and gives reasons to both sides.

If you dispute a payment with your bank, the booking is marked as a chargeback and the dispute is handled through the payment provider’s chargeback process. Please contact us first — most issues can be resolved faster in the app.

If you disagree with a decision, reply within 14 days with any new evidence and ask for an appeal. A senior reviewer who did not make the first decision will look at it. You also keep your right to approach the National Consumer Commission, the Consumer Goods and Services Ombud or a court.

• Thrive Up, a division of AO CREATIVES (PTY) LTD (CIPC 2024/669030/07)
• Address: G177 Tshelimnyama Ngoje Crescent, Pinetown, KwaZulu-Natal, 3610, South Africa
• Support: support@thriveup.co.za · 084 615 1771
• Privacy and information requests: private@thriveup.co.za