GotUCancellation & Refund Policy

Last Updated: December 2025

This Cancellation & Refund Policy explains how cancellations, no-shows, refunds, and related charges are handled on the Got U platform. This policy operates in conjunction with the Got U Terms of Service.

1. General Principles

• Got U is designed to be fair to both Requesters and Helpers.
• Charges, refunds, and adjustments are determined by task status, timing, and in-app activity.
• Platform system logs, timestamps, and task records constitute the authoritative source for billing and dispute resolution.
• Refunds are not guaranteed and are reviewed on a case-by-case basis.

2. Requester Cancellations

2.1 Cancellation Before a Helper Accepts — Free

If a Requester cancels before any Helper has accepted the task:

• Cancellation fee: $0
• The full payment authorization is released or voided
• No penalty to the Requester

2.2 Five-Minute Grace Period After Helper Acceptance — Free

Once a Helper accepts the task, the Requester has a 5-minute cancellation grace period. If the Requester cancels within those first 5 minutes:

• Cancellation fee: $0
• The full payment authorization is released or voided
• No penalty to the Requester

The 5-minute period begins from the confirmed Helper acceptance timestamp.

2.3 Cancellation After the Grace Period — 20% Fee

If a Requester cancels more than 5 minutes after a Helper has accepted:

• A 20% cancellation fee is charged based on the original task amount
• The remaining authorized amount is released right away
• The fee — including its exact dollar amount — is shown before you confirm the cancellation

Because the Helper has already committed their time to the task, the fee is distributed using Got U's normal marketplace split:

• 82% to the Helper
• 18% to Got U

Example: a $50 task → $10 cancellation fee → the Helper receives $8.20, Got U receives $1.80, and $40 is released back to your card.

2.4 Exempt Circumstances — Fee May Be Waived

The Requester is not charged a cancellation fee when the cancellation results from:

• Helper cancellation
• Helper no-show
• A legitimate safety concern
• An emergency
• Severe weather or another qualifying circumstance outside your reasonable control
• An admin-approved exception

Safety and emergency exemptions are logged for review, but they never automatically penalize your account.

2.5 After Work Begins — Ordinary Cancellation Is No Longer Available

Once work has started, you can no longer cancel the task for a flat fee. Your Helper is already working, so the situation gets reviewed instead of closed automatically.

• If there is a problem with the work — not finished, quality, a charge, or a disagreement — use Report a Problem and Got U will review it
• If you feel unsafe or it's an emergency, use the Safety button on the job screen — safety situations have their own protected path and are never charged a fee
• The Requester remains responsible for time actually worked, subject to the outcome of the review

3. Helper Cancellations — You Pay $0

3.1 Helper Cancels Before Task Start

If a Helper cancels prior to starting a task:

• No charge is applied to the Requester
• The cancellation is recorded against the Helper's reliability standing for 90 days
• Repeated cancellations within a rolling 90-day period may lead to warnings, a temporary suspension, or account review
• Got U does not deduct money from a Helper's payouts for a cancellation

3.2 Helper No-Show or Failure to Start

If a Helper fails to arrive or does not start the task within a reasonable time:

• The Requester will not be charged
• A no-show is treated more seriously than a proper cancellation and is recorded as a reliability strike
• Leaving after work has begun without resolving the task (abandonment) is treated just as seriously, and the Requester is not charged
• Repeat incidents can result in temporary suspension and account review by Got U

4. No-Show Policy

4.1 Requester No-Show

If a Helper arrives at the job location but cannot reach or access the Requester:

• The Requester gets a 10-minute grace/wait period
• The Helper must attempt to contact you through Got U during that time
• After the grace period, the Helper may report you as unavailable/no-show
• The standard 20% cancellation fee applies (split 82% Helper / 18% Got U) unless an exempt circumstance is identified

A no-show fee is never charged solely because the scheduled time has arrived — the wait and contact attempt must happen first.

4.2 Helper No-Show

If a Helper does not appear or fails to communicate:

• The Requester will not be charged
• The Helper's account may be reviewed or restricted

5. Task Disputes & Refund Requests

• Refund or dispute requests must be submitted within 24 hours of task completion
• Requests submitted outside this window may not be reviewed

Got U evaluates disputes using:

• Platform time records
• In-app messages
• Task descriptions
• Reported issues or safety concerns

6. Partial Refunds

Partial refunds may be issued at Got U's discretion when:

• A task ends significantly earlier due to system or platform issues
• A task cannot be completed due to factors outside the Requester's control
• A billing adjustment is deemed appropriate by Got U

7. Non-Refundable Situations

Refunds are generally not issued for:

• Fully completed tasks without documented issues
• Dissatisfaction unrelated to task execution
• Requests made outside the allowed dispute window
• Off-platform arrangements or payments
• Situations involving policy abuse or misrepresentation

8. Abuse Prevention & Fair Use

To protect the integrity of the platform and its users:

Got U monitors cancellation, dispute, refund, and no-show activity for patterns of misuse

Users who repeatedly cancel, dispute charges, request refunds, or attempt to exploit platform rules may:

• Lose eligibility for refunds or credits
• Be required to prepay for services
• Have account features restricted
• Have their account suspended or permanently terminated

These measures are implemented to ensure fairness, protect Helpers, and maintain platform reliability.

9. Platform Authority

Got U reserves the right, in its sole discretion, to:

• Approve or deny refunds
• Issue partial or full adjustments
• Enforce cancellation fees
• Take corrective action to prevent abuse

All decisions made by Got U regarding cancellations, refunds, and enforcement are final.

10. Contact for Support

To submit a cancellation review or refund request:

📧 support@gotu.life

Please include:

• Task ID
• Date and time of the task
• A brief description of the issue