Cancellations & Refunds

• Requests that have not been paid can be cancelled at any time. No payment is taken, so there is nothing to refund.
• A paid booking cancelled by the client before the work is completed is refunded in full. No cancellation fee is charged.
• If the professional cancels, does not arrive or cannot provide the service, the client is refunded in full. A replacement professional is only arranged if the client agrees.

• Open a complaint from the job page before confirming completion, or email us.
• Add evidence: photos, a description of the problem and anything agreed in the chat.
• While a complaint is open, the professional's unreleased earnings for that job are frozen and cannot be paid out.
• Our team hears both the client and the professional and reviews the chat, photos and payment. The outcome may be completing or fixing the work, a partial refund or a full refund, in line with your consumer rights.
• We give the reason for our decision to both parties.

• If you ask to cancel before the CV has been unlocked for download, we refund the payment in full.
• After the CV has been unlocked, refund requests are assessed on what was bought, the work delivered and your rights under law — for example if the download failed or the product did not work as described.

Email support@thriveup.co.za or call 084 615 1771 and include:

• Your name
• Your booking or order reference
• Your payment reference
• The reason for the request
• Any evidence, such as photos or screenshots

Approved refunds are paid back to the original card or payment method through Paystack, where Paystack supports it. We do not replace a money refund with app credit. How long the money takes to show depends on Paystack and your bank.

This policy does not limit your rights under the Consumer Protection Act, including the cooling-off rights in the Electronic Communications and Transactions Act where they apply. See also our Terms of Use.