Refunds and cancellations

You cancel: you get a full refund, from the job page, any time before the work starts.

The provider hands the job back, or their account is suspended: you get a full refund, and you can choose another provider.

The provider doesn't turn up: report it from the job page once their arrival window has passed. They are asked what happened, and an admin decides, usually a full refund.

When you paid, you asked for the work to start within the 14-day cancellation period: “I want the work to start within the 14-day cancellation period. I understand that if I cancel after work has started, I may have to pay for work already done.”

If something goes wrong once the work has started, either of you can stop the job from the job page. Both sides can send their account and photos, and a CLYRO admin then decides. They can let the work carry on, pay the provider in full, refund part of what you paid, or refund all of it. Each side is told the decision and why.

Extra work you approved is paid for separately. If it is withdrawn or turned down after you paid, that payment is refunded in full.

Refunds go back to the card you paid with, through Stripe. We email you when your refund is on its way. It usually shows on your statement within 5 to 10 working days, depending on your bank.

In the rare case that a refund can't be made to your card, for example because the card was closed, we contact you to refund you another way.

Please contact us first: most problems are solved faster that way. If you dispute a payment with your bank, the bank decides it, and we can't make a separate refund while the dispute is open.

A refund comes out of the provider's share of the payment, and CLYRO returns its commission on the refunded part. The provider is emailed every refund, with the reason, and it is listed on their Payouts page. See the terms for providers.