Refunds and cancellations
We understand that plans can change. ADEX aims to make cancellations and refunds clear and fair for both customers and local professionals.
Cancelling more than 24 hours before the service
If you cancel more than 24 hours before the scheduled start of your service, you can cancel without a cancellation charge. Any amount already collected for the cancelled service will be refunded in accordance with the applicable payment process.
Cancelling within 24 hours
If you cancel within 24 hours of the scheduled service start time, a cancellation charge of up to 25% of the booked service value may apply. This helps recognise that the provider reserved time for your booking and may have been unable to accept other work.
After the service has started
Once a job has been verified as started through ADEX, the booking can no longer normally be cancelled through the standard cancellation process. If there is a problem with the service, do not confirm completion until the issue has been addressed and contact ADEX Support.
If the provider cancels
If the provider cancels the confirmed booking, you will not be charged a customer cancellation fee. Any amount collected for the cancelled service will be eligible for a full refund, subject to the applicable payment process.
If the provider does not attend
If your provider does not attend the confirmed service, report the issue through ADEX. Once the circumstances are confirmed, any amount collected for that service will be eligible for a full refund.
Problems with a completed service
If you believe there is a problem with the service, use your ADEX booking reference when contacting ADEX Support. Where the job has not been satisfactorily completed, do not confirm completion simply because you are asked to do so.
How refunds are returned
Approved refunds will normally be returned to the original payment method. The time it takes for the money to appear in your account can depend on your payment provider or bank.
Your consumer rights
Nothing in this policy is intended to limit any rights or remedies you may have under applicable consumer law.
Keep your booking and payment within ADEX. Your booking reference, job status and verification history can help ADEX Support understand what happened if there is a problem.