Start with each other

A buyer may request a refund when:

• the provider agrees to issue one;
• the work was canceled under the agreed cancellation terms;
• goods or services were not delivered as agreed;
• the parties reach another documented resolution; or
• Town Works determines that a refund is appropriate under an applicable platform guarantee or policy.

Because Town Works hosts many types of work, there is no universal rule that every completed service is refundable. Once a service has been substantially performed, disagreements about quality, scope, or price may require review rather than automatic refund. Any transaction-specific refund or cancellation terms shown before purchase become part of that transaction.

Participants may agree to a partial refund when only part of the work was completed or when a partial adjustment reasonably resolves the dispute.

Some third-party processing charges may not be recoverable after a payment has been processed. If a processing fee cannot be returned by the relevant payment provider, Town Works will disclose whether that amount is deducted from the refund or absorbed by Town Works or another participant.

Town Works can initiate an approved electronic refund promptly, but banks and payment networks control when the refunded funds appear in the customer’s account.

A participant should contact Town Works before filing a chargeback when practical, so we have an opportunity to address the problem. This does not limit any legal or card-network right to dispute a transaction.

The provider and customer may agree to transaction-specific cancellation terms. Unless a particular transaction states otherwise:

• a buyer may request cancellation before work begins;
• a provider may accept or decline a late cancellation;
• any work already performed or nonrecoverable materials already purchased may still be payable;
• a provider may cancel before performance and should refund amounts received for work not performed;
• repeated abusive cancellations may result in account restrictions.

Certain services, custom-made goods, food preparation, event work, appointments, or purchases requiring advance materials may have stricter cancellation rules. Those terms must be disclosed before the buyer confirms the transaction.

Use the support link attached to the transaction, or contact support@thetownworks.com. Include the Town Works transaction number when available. See contact for more ways to reach us.