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Trust, Safety & Cancellation Policy
How we protect your project with vetted experts, full insurance, and a 100% satisfaction guarantee — plus what cancelling costs and when your card is charged.
HandyBuddy is committed to assigning you only the nation's top-performing local experts. To ensure every project meets our rigorous standards for quality and safety, we maintain a comprehensive Trust & Safety infrastructure that protects both our customers and our service partners.
The Trust & Safety Fee
To provide a secure marketplace, a mandatory Trust & Safety Fee is included in every quote. This fee directly funds the protections that make HandyBuddy the leader in professional assembly, including:
- Strict Vetting: Our standards are extremely high and we only let the best of the best join our network.
- Continuous Performance Monitoring: Adherence to high ratings standards (> 4.5 / 5 stars) and ensuring effective & timely responsiveness to customer inquiries.
- Insurance Coverage: Full liability protection for your home and property during service.
- Satisfaction Guarantee: Our commitment that the pro isn't paid until the job is done to your satisfaction.
The Trust & Safety Fee is included in your quoted total and is calculated on the total service value as follows:
| Total Service Charges | Trust & Safety Fee |
|---|---|
| Up to $485.99 | $50.00 |
| $486.00 – $885.99 | $95.00 |
| $886.00 – $1,485.99 | $140.00 |
| Over $1,486.00 | $185.00 |
Important: The Trust & Safety Fee becomes non-refundable once an expert has been successfully assigned to your request — the same moment your card is charged. Assignment typically occurs within 24–48 hours of booking, and you will be notified by email and SMS when it happens. If your request includes multiple services, the Trust & Safety Fee applies to each distinct service.
When You're Charged
We authorize your card for the quoted amount when you submit your request. Nothing is taken at that point — you may see a pending authorization from your bank, but no money has moved.
Your card is charged in full when a local expert accepts your request, which is usually within 24–48 hours of booking. We email you a receipt the moment it happens.
HandyBuddy then holds that payment. Your expert is not paid until after the work is completed to your satisfaction — so a charge before your appointment means your booking is secured, not that anyone has been paid.
| Stage | What happens to your money |
|---|---|
| You submit a request | Your card is authorized for the quoted amount. Nothing is taken. |
| An expert accepts | Your card is charged in full. HandyBuddy holds the payment. |
| Your appointment is set | Payment stays with HandyBuddy. |
| The work is completed | We release the payment to your expert. |
If we cannot find an expert in your area, we release the payment in full and email you to confirm. You are never charged for a request we cannot fill.
Cancellations
You may cancel your request at any time via your online account dashboard.
Before an expert is assigned, cancelling is free. The authorization on your card is released and nothing is taken.
After an expert is assigned, the Trust & Safety Fee shown above is retained, to compensate for the vetting, processing, and logistics already extended on your behalf. The remaining balance is refunded to your original payment method. Refunds typically post within 5–10 business days; if you cancel on the same day you were charged, the payment has to finish settling first, so the refund may start the next business day rather than immediately.
If service is already in progress (expert on-site), the total amount may be pro-rated based on work completed.
All cancellations must be managed through your HandyBuddy online account. They cannot be processed via phone or chat.
Rescheduling & Trip Fees
You may reschedule a confirmed appointment through your dashboard at any time.
No-Show Fee: If an expert arrives during the scheduled window and no one is available to grant access, a $50 no-show fee will apply to cover the pro's travel and time.
Trip Fees: If a return visit is required due to issues outside the expert's control (e.g., missing parts, damaged delivery, or unlevel ground), a return trip fee of up to $90 may be applied.
Satisfaction Claims
If you are not fully satisfied with the completed service, you may file a satisfaction claim through your account dashboard within 30 days of job completion. We'll make it right at no extra charge — typically by sending the original crew back to resolve the issue.
For full details on how the satisfaction claim process works, including photo documentation requirements and escalation steps, see our full guarantee page.
100% Satisfaction Guarantee →