What This Policy Covers
This policy applies when an owner, mechanic, or admin cancels a request or job, or when a refund needs review after quote acceptance.
Posting a repair request is free. Payment and payout handling during beta may include manual admin review while FixMyWhip validates the marketplace workflow.
This policy does not promise automatic refunds or automatic penalties. Outcomes depend on the job stage, the accepted quote, documented work, payment status, and the evidence available in the request record.
Before a Quote Is Accepted
Owners can cancel an open request before accepting a quote. Because no job has been created yet, no accepted-job deposit, final balance, payout, or refund obligation applies.
FixMyWhip may still keep the cancellation reason and request history for support, marketplace quality, abuse prevention, and operational reporting.
After a Quote Is Accepted
Accepting a quote creates a tracked job. After that point, cancellations require a reason and are logged with the person who cancelled, timing, job stage, and available context.
Admin may review the accepted quote, deposit status, final-balance status, mechanic progress, messages, uploaded files, and cancellation reason before deciding whether any payment or refund status should change.
If work has already started or evidence is incomplete, the cancellation review may move through support or dispute handling before a final payment outcome is recorded.
When a Mechanic Cancels
Mechanics must provide a clear reason when cancelling a job or withdrawing from accepted work. Late cancellation, no-show behavior, or repeated cancellations can affect mechanic standing.
Admin may consider cancellation timing, owner impact, message history, prior cancellation patterns, and whether the mechanic gave timely notice before applying trust/safety action.
Possible admin responses include a warning, penalty points, temporary restriction, suspension, or removal from the marketplace when the pattern creates owner risk.
When FixMyWhip Admin Steps In
Admin review is expected during private beta for contested cancellations, unclear payment status, repeat cancellation behavior, serious complaints, and cases where refund or payout handling needs manual confirmation.
Admin notes and payment-status changes should preserve a clear audit trail so owners, mechanics, and internal support can understand why a case moved forward.
Refund Review Factors
Refunds are reviewed case by case. FixMyWhip looks at the job stage, what work was completed, whether the owner approved scope changes, what the accepted quote said, and whether the mechanic uploaded useful proof or invoices.
Refund review can also consider duplicate charges, platform or operational mistakes, mechanic cancellation, non-completion, documented quality concerns, or dispute outcomes.
A refund may be approved, rejected, partially approved, or held for additional review when facts are contested or payment reconciliation is still pending.
Payment Status During Review
FixMyWhip currently tracks or charges the negotiated deposit at quote acceptance and tracks or charges the final balance when the mechanic marks the job complete.
The 3-day post-completion dispute window can pause payout settlement until the window closes or a dispute is resolved.
During review, payment status may remain pending, disputed, held, approved for refund, paid, or rejected depending on the admin workflow and the available payment records.
What Owners And Mechanics Must Provide
Owners and mechanics must provide accurate cancellation reasons, respond to reasonable support follow-up, and share relevant photos, receipts, invoices, messages, or timeline details when a case is contested.
False statements, bad-faith cancellations, fabricated evidence, harassment, or attempts to manipulate payment/refund flows can result in account restrictions.
Support And Re-Review
Users can contact Support for clarification on cancellation or refund decisions. Support review may require time to check the request record, job status, messages, files, payment history, and admin notes.
FixMyWhip may re-open review when new material evidence appears, a clear factual error is identified, or an operational mistake affected the original decision.