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If something goes wrong with a booking, a product or a Deal, tell us within 7 days of the service being completed. We look at every case individually, ask the Pro for their side, and can issue a refund, partial refund, credit, uCoins adjustment or rebooking help. Approved refunds go back to your original payment method, usually within 3–5 business days. uSource runs the marketplace but does not provide the service itself, so some outcomes depend on the Pro's own terms.
Applies to Instant Bookings, Pro Store services, Onsite and In-Store services, products, bundles, Deals and qualifying uCoins transactions.
The window to file a refund or dispute after the service is completed. Shorter windows can apply to Deals, products and safety issues; longer where the law requires it.
How long an approved refund usually takes to reach your original payment method. Your bank and payment processor set the final timing.
File on time and we freeze the Pro's related payout until the case is resolved, so the money stays put while we review.
For after the fact: the Pro didn't show, the service or product wasn't what you booked, or you were charged wrongly. Refunds are reviewed case by case and at uSource's discretion, subject to applicable law.
For before the work happens. Whether a fee applies depends on the timing, the service mode and what the Pro's listing disclosed at checkout. The table below sets out the defaults.
For when you and the Pro see it differently. We ask both sides for evidence, review the record, and decide on a remedy — which may be a full or partial refund, a credit, rebooking help, or a denial.
These are the default outcomes. A Deal, a product, a category rule or a Pro's own listing terms can change them, as long as the difference was disclosed to you before you booked.
| What happened | Default treatment |
|---|---|
| You cancel before the Pro is en route, or before the cutoff shown in the app | No cancellation fee, unless a Deal, product, In-Store appointment, category rule or Pro listing says otherwise and that fee was disclosed to you. |
| You cancel after the Pro is en route to an Onsite service | A cancellation fee of 10% of the transaction amount may apply, capped at $99 — unless a different disclosed category rule applies. |
| The Pro can't get in, or the work area is inaccessible for more than 15 minutes after arrival | A cancellation or no-access fee may apply. The Pro may cancel, and any refund may be reduced or denied. |
| You don't show up for an In-Store service | A no-show fee may apply, up to the disclosed service price or a category-specific amount, depending on the service type and the Pro's listing terms. |
| The Pro cancels without a valid reason | You may receive a refund, a credit or help rebooking. The Pro may face consequences for ranking, fees, payouts or their account. |
| A product-only order is cancelled before fulfilment | The refund depends on the product's status, the Pro's return policy, fulfilment costs, and whether the item is customised, perishable, special-order or non-returnable. |
| A Deal purchase is cancelled or expires | Treatment depends on that Deal's terms. Unused paid value may be handled differently from promotional value. |
Send it through the app or email help@usource.com within 7 days of the service being completed.
Booking ID, Pro name, the service or product, photos, messages, receipts, timestamps, access details — and what you'd like us to do.
We may ask the Pro to respond and review messages, location logs, payment data, product records, photos, reviews and account history. Payouts or refunds may be held during the review.
That can be a refund, a partial refund, a credit, a uCoins adjustment, help rebooking, a denial, action on an account, or another resolution.
The Pro is the seller, so returns and exchanges are primarily up to them. uSource can help with communication and payment adjustments, but doesn't guarantee a return unless we've said so expressly. Some items can't be returned at all — perishables, customised items, opened hygiene or beauty products, hazardous materials, digital goods, tickets and events, and anything prohibited by law or policy.
If you paid a discounted price, any refund is worked out against what you actually paid — not the full list price — unless the law requires otherwise. Promotional value, coupons, uCoins and Deal discounts may be forfeited if a transaction is cancelled, refunded, reversed or found to be fraudulent.
In an emergency or immediate danger, contact 911 or your local emergency services before anything else. Then report the incident to us through in-app Help or at help@usource.com. Safety disputes go to a specialist review team and can lead to account restrictions or blocked future pairings.
False reports, fraudulent disputes, manipulated evidence, refund or uCoins abuse, chargeback abuse, collusion and repeated unsupported claims can mean a denied refund, lost uCoins, account suspension or deactivation, collection activity, or legal action.