Cancellations and Refunds
This policy explains what happens when an order, job or booking is cancelled or goes wrong. It is part of the Terms of Use. Your statutory consumer rights always apply in addition.
1. How refunds are paid
- Refunds go back to the way you paid: your card, your mobile money account, or your Paid wallet.
- Wallet refunds are instant. Card and mobile money refunds usually arrive within 5 to 10 working days, depending on your bank or provider.
- If you choose Paid credit instead of a refund to your card, we will tell you the amount before you confirm.
2. Shop orders (Paid Go)
| Situation | Outcome |
|---|---|
| You cancel before the shop accepts | Full refund |
| You cancel after the shop accepts, before it starts preparing | Full refund, unless the app shows a cancellation fee before you confirm |
| You cancel after preparation has started | Refund of the delivery fee; the items may not be refunded |
| The shop or rider cancels, or the order is not delivered | Full refund |
| Items missing, wrong, damaged or spoiled | Report within 24 hours with photos; refund or credit for the affected items |
| The order arrives very late | Report within 24 hours; delivery fee refund or credit where the delay was our or the rider's fault |
3. Service jobs (Paid Gigs and Paid Now)
| Situation | Outcome |
|---|---|
| You cancel before a pro accepts | Full refund |
| You cancel after a pro accepts, more than 2 hours before the booked time | Full refund |
| You cancel within 2 hours of the booked time, or after the pro has set off | A cancellation fee shown in the app may apply, paid to the pro |
| The pro cancels or does not arrive | Full refund |
| The job is not done as quoted | Report within 72 hours with photos or details; we review evidence from both sides and may refund in full or in part, or ask the pro to put it right |
4. Paid Send
| Situation | Outcome |
|---|---|
| You cancel before a rider accepts | Full refund |
| You cancel after a rider accepts, before pickup | Full refund, unless the app shows a cancellation fee |
| Pickup or delivery fails because of the sender or recipient (wrong address, nobody available, prohibited item) | The delivery fee is not refunded; the item is returned to you where possible, and a return fee may apply |
| Lost or damaged by the rider | See the Product Terms |
5. Paid Shifts
Businesses can cancel a shift for free before the cancellation window shown in the app. Later cancellations, or sending a worker home without fault, carry the cancellation pay shown in the app. If a worker does not show up, the business is not charged.
6. Paid Plus
See section 1 of the Product Terms. In short: cancel any time, benefits last until the end of the paid month, and a full refund is available within 14 days of first joining if no benefit was used.
7. Paid Abroad
If an order cannot be completed, the payer is refunded to their card in the card currency. See section 4 of the Product Terms.
8. How to report a problem
- Open the order or job in the app and tap Help, or email ops@paid-global.com.
- Tell us what went wrong and add photos if you can.
- A person reviews what you and the other side send us. We aim to reply within 2 working days and resolve most cases within 14 days.
You can also dispute a payment with your bank or mobile money provider. Please contact us first, because a refund from us is usually much faster. If you receive a refund from both, we will recover one of them.