Nelp connects Requesters with Helpers for small, same-day jobs. Because Helpers set aside time and often travel to a job, a fair cancellation policy has to protect Helpers from being stranded — while still letting Requesters cancel reasonably. The guiding rule: the earlier you cancel, the simpler it is; the later you cancel, the more likely a fee applies, because by then a Helper may have committed time or already arrived.
How much (if anything) a Requester is charged depends on WHEN they cancel relative to the booking:
| When the Requester cancels | Charge | Where it goes |
| Before a Helper has accepted | Free — full refund | — |
| After acceptance, more than [1 hour] before the scheduled/ASAP window | Free — full refund | — |
| After acceptance, within 1 hour of the window | Cancellation fee: $10 or 20% of task price, whichever is greater | Most of the fee to the Helper for holding the slot; the rest covers processing |
| After the Helper has arrived / started | Up to 100% of the task price | Primarily to the Helper for time and travel |
Helpers choose which tasks to accept — but once a Helper accepts, the Requester is relying on them. So Helper cancellations are handled to protect Requesters:
Before accepting: no obligation — Helpers freely choose tasks.
After accepting, with reasonable notice: the task is returned to the pool for another Helper; the Requester is not charged for the cancellation and keeps their booking active.
Late or no-show cancellations: the Requester receives a full refund (or free rebooking), and repeated late cancellations or no-shows affect a Helper’s standing on the Platform, up to removal.
If a task is completed but the Requester is unsatisfied:
Report it within 24 hours through the app, with details and photos where relevant.
Nelp will review and may, at its discretion, offer a partial or full refund, a credit, or a free re-do — depending on what happened.
Because Nelp facilitates rather than performs tasks, refunds for quality are handled case-by-case, balancing fairness to both the Requester and the Helper who did the work.
Custom (name-your-price) jobs: the same timing-based cancellation rules apply, based on the Requester’s offer price.
ASAP jobs: because these match quickly, the “within 1 hour” fee window may begin at acceptance.
Safety cancellations: either party may cancel without penalty if they reasonably feel unsafe; report it so we can act.
Platform or weather disruptions: if a task can’t proceed due to circumstances beyond either party’s control, we’ll refund or rebook without a cancellation fee.
Refunds go back to the original payment method via our payment processor, typically within 5–10 business days depending on your bank.
Cancellation fees and any Helper payouts follow the flow described in the Terms of Service.
Cancel a booking directly in the app, or contact cancel@nelp.co for help.
For refund requests on completed jobs, use the in-app report option within 24 hours.
Questions about this policy: questions@nelp.co.
Cancel before a Helper accepts, or well before the job — no charge. Cancel last-minute, after someone’s set aside time or arrived — a fee may apply, mostly to fairly pay the Helper. Helpers who flake a job, hurt their standing and profile rating. If a finished job wasn’t right, tell us within 24 hours and we’ll make it fair. We try to be reasonable to everyone — Requester, Helper, and the people counting on Nelp to work.
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