Cancellation and Refund Policy

At a glance

What you can do at each stage, and what happens to the payment
Stage	What you can do	What happens to the payment
The task is posted and no Tasker has been chosen	Cancel in the app at any time	No payment has been taken at this stage, so there is nothing to refund.
You chose a Tasker, but the payment could not be secured	Try again, or choose another offer	Nothing is charged. The task stays open.
The task is assigned and the payment is secured; work has not started	Give notice of cancellation in one of the ways in this policy. There is no cancel button in the app at this stage.	Where the law gives you a right to cancel, the payment is returned. In any other case the Bounty team reviews and decides.
Work has started	Contact support	The payment stays secured until the Bounty team has reviewed what was done and decided.
The Tasker has marked the task as done	Confirm it is done, or report a problem	Confirming releases the payment. Reporting a problem keeps it held until the team decides.
No response within 72 hours of the completion request	No action needed	The task is approved automatically and the payment is released.
The payment has been released	Contact support	The payment is no longer held, and cannot be returned through the app.

How to give notice of cancellation

You can give notice of cancellation in any of these ways:

In the app: before a Tasker is chosen, with the cancel button on the task screen. After the task is assigned, by contacting support from the task screen.
By contacting customer service, in the ways below.

By email: support@bounty.software
By phone: +972 54-949-9479

In the notice, give your name, the phone number you registered with, and which task it is about.

Your right to cancel under the law

The Consumer Protection Law, 5741-1981, gives a consumer who entered into a transaction at a distance – through an app, for example – a right to cancel it in the cases the law sets out. This policy does not take that right away, and wherever the law gives you more than this policy does, the law applies.

As a rule, a one-off service ordered at a distance can be cancelled within 14 days of the transaction or of receiving the document setting out its details, whichever is later – provided the cancellation is made at least two days, not counting days of rest, before the service is due to be provided.
The law gives a longer period to people with disabilities, senior citizens and new immigrants, on the conditions it sets.
When you cancel under this right, the payment is returned within 14 days of the cancellation notice being received.
When the cancellation is because of a defect, a mismatch, a service that was not provided or another breach of the arrangement, no cancellation fee is charged.

This is a general description, not the text of the law. The law itself is what decides.

Before a Tasker is chosen

While a task is open and you have not chosen who will do it, you can cancel it in the app at any time. Any offers made on it end.
No payment has been taken at this stage, so there is nothing to refund.
A Tasker can withdraw an offer for as long as they have not been chosen.
Editing a task after offers have arrived ends those offers.
The Bounty team may remove a posted task that does not meet the rules. The person who posted it is notified, and nothing is charged.

When you choose a Tasker

When you choose a Tasker, the amount you confirmed is secured through a third-party payment provider. The task is assigned only once the payment is secured.

“Secured” means the payment provider has approved the amount on your payment method for this task. Depending on the payment method and the provider, you may see it as a pending charge or as a charge.

If the payment cannot be secured, nothing is charged and the task stays open. You can try again or choose another offer.
If the payment is secured but the assignment cannot be completed – for example because the Tasker is no longer eligible – the secured payment is cancelled, the amount is returned, and the task is open again.
If the outcome of the payment attempt is not yet known, the task is held until it is resolved and cannot be cancelled in the meantime. If the attempt turns out to have failed, nothing is charged.

After the task is assigned

Once a task is assigned and the payment is secured, the app has no cancel button – for the customer or for the Tasker. To cancel, give notice of cancellation in one of the ways set out in this policy.

That is the route whatever the reason: plans changed, the Tasker cannot come, the other person did not turn up, or the place is not safe. It is also the route if work has already started.

Where the law gives you a right to cancel – see “Your right to cancel under the law” – the payment is returned to you.
In any other case the Bounty team looks at what happened, including whether work had already started and what was done. The payment stays secured while it does.
If it turns out that the task was not carried out because the Tasker did not arrive or withdrew, the payment is returned to the customer in full.
There is no automatic rule for a customer who was not there or prevented the task from being done. Each such case is looked at on its own facts.
At present the decision is one of two: the payment is returned to the customer in full, or released to the Tasker in full.
Blocking a user does not cancel a task and does not return a payment.

Confirming completion and releasing the payment

When the Tasker marks the task as done, the customer is asked to confirm.
The customer has 72 hours to respond. The deadline is shown in the app.
Confirming releases the payment.
With no response by the deadline, the task is approved automatically and the payment is released.
Automatic approval releases the payment. It does not stop you from contacting support afterwards, and it does not take away any claim or remedy the law gives you.
“Released” is a status in the app. It is not a transfer to the Tasker’s bank account.

Reporting a problem

If the Tasker has marked the task as done and you disagree, you can report a problem instead of confirming – until the response deadline.

From the moment you report, the payment stays held: it is neither released nor returned until the case has been looked at.
A member of the Bounty team reviews the case.
At present the decision is one of two: the payment is released to the Tasker in full, or returned to the customer in full.
The outcome is shown in the app.

After the payment is released

Once the payment has been released – by your confirmation or automatically – it is no longer held, and it cannot be returned through the app.

If you believe something went wrong, contact support with the details of the task. The release of a payment does not take away any claim or remedy the law gives you.

How a refund is made

A payment that is returned is returned in full, to the payment method it was made with.
Bounty does not currently charge a cancellation fee. If one is introduced, it will be published here before it applies, it will apply only to tasks assigned after that, and it will not exceed what the law allows.
Bounty is preparing for launch and does not yet accept live customer payments. Once live transactions are enabled in the app, payments and refunds will be processed through an authorized third-party payment provider.
How long a returned amount takes to appear depends on the payment provider and on your card issuer or bank. The times will be set out here before live transactions are enabled.
Nothing in this policy takes away your right to raise a charge with your card issuer. We recommend contacting support first, so that we can try to resolve it.

Contacting support

For anything else: from the app – from the task screen, or through Account → Contact support – or in one of the ways listed under “How to give notice of cancellation”. Say which task it is about and what happened.