Cancellation & Refunds
How cancellations, payment holds, problems and refund decisions are handled when circumstances change.
ONEBOX normally saves the customer's payment method at booking and authorises the agreed amount before work starts. A card authorisation is not the final charge and is released when it is cancelled or expires, although the customer's bank controls how quickly a pending amount disappears.
If a booking is cancelled before work begins, ONEBOX will normally cancel any uncaptured authorisation. No charge is made unless a fair and lawful cancellation amount or work already supplied is payable under the agreed terms and consumer law.
A £40 Same-Day Priority charge is separate from the normal service price and is not a cancellation fee. It is passed through in full to the professional only if the same-day condition is earned. If the booking is cancelled before the priority is earned, or the agreed work is not completed on the requested service date, the £40 is removed from the amount due and excluded from any cancellation retention, provider compensation or ONEBOX margin calculation. Any corresponding captured amount is refunded and any uncaptured authorisation is reduced, replaced or released as the payment state permits.
After the provider finishes the agreed work, the provider marks the job complete and a 24-hour customer review window begins. The customer can confirm completion or report a problem through ONEBOX. Customer confirmation allows immediate capture of the authorised amount. If no problem is reported before the review window ends, ONEBOX may capture the authorised amount automatically so the provider is not left unpaid solely because the customer did not respond. This is recorded as the review window expiring without an issue, not as an express customer confirmation.
A complaint or refund request does not automatically produce a refund. Where the complaint can affect payment or payout, ONEBOX may hold the provider payout and review the issue. The professional will normally receive notice and 24 hours to provide their explanation and supporting evidence. ONEBOX reviews the agreed work, records and evidence from both sides before making an internal financial decision. If the professional does not respond within the stated period, ONEBOX may decide from the information available.
For a completed job, ONEBOX will not execute a platform refund solely on the basis of an unsupported customer allegation. This does not restrict statutory consumer rights. Depending on the circumstances and applicable law, remedies may include repeat performance, a price reduction, full or partial refund, or another appropriate resolution. Approved refunds are returned through the original Stripe payment route where possible.
If the provider cancels or cannot attend, any uncaptured authorisation is cancelled and payments for unperformed work are refunded where applicable. If both parties agree to reschedule, the customer may need to authorise payment again.
Most online consumer service contracts normally include a 14-day cancellation period, subject to the rules for services the customer expressly requests to begin during that period. Contact: oneboxservicesuk@gmail.com.