COMPLIANCE
Refund & Cancellation Policy
What happens to the money when a job is cancelled, changed or disputed. Your protection depends on which payment track was used, so the four tracks are set out in full below.
Section 1
Scope
This policy governs how cancellations, booking modifications and refund requests are handled between clients and service providers registered on BuiltForJobs.
By booking a service, selecting a payment route, paying a transportation fee or logging a transaction, both sides agree to these terms.
Section 2
Platform fees are non-refundable
Platform service fees are assessed at the moment a job contract is signed digitally, and they pay for the infrastructure, matching and secure transaction handling that got the job that far. Whether the job is later cancelled, modified or disputed, those fees are not refundable.
6% — on-platform bookings
Charged on projects discovered, booked and processed natively through the platform.
4% — provider-managed outside jobs
Charged on external jobs a provider brings onto the platform for tracking, client communication, expense tracking or digital ledger management.
Where a client is owed a refund, the refund is the job's service value minus these processing charges.
Section 3
The four payment tracks
Eligibility for an automated refund — and the platform's liability — depend entirely on the track chosen at checkout.
Track 1
Platform-held secure payments
Escrow — fully protected
- What it is
- The client pays through the integrated checkout and chooses to have the platform hold the funds.
- When money moves
- Funds are held and only disbursed once both the client and the service provider confirm completion on the platform.
- Refund position
- Fully protected. If the job is cancelled or disputed before completion, the platform can reverse the job value — less the non-refundable platform fee — back to the client.
Track 2
Instant mobilization payments
Direct to provider — semi-protected
- What it is
- The client pays through our checkout but routes the money straight to the provider's bank or MoMo account to cover mobilization, materials or transit.
- When money moves
- Funds bypass escrow and reach the provider's own account at checkout, net of the platform fee.
- Refund position
- The platform cannot execute an automated reversal, because the money has already left its custody. On cancellation the platform will require the provider to return the funds, but recovery depends on mediation or civil resolution.
Track 3
Off-platform payments
Unprotected — self-managed
- What it is
- Cash or direct transfers made entirely outside our checkout and logged on the platform afterwards for bookkeeping.
- When money moves
- The platform never holds these funds.
- Refund position
- Unprotected. The platform bears no liability and all refund negotiation happens directly between client and provider. The platform fee remains due for the tracking service.
Track 4
Transportation and site-visit fees
Escrowed until the visit happens
- What it is
- For jobs needing a physical assessment before a final quote, the client pays a transportation fee through the platform.
- When money moves
- Held by the platform and released to the provider's wallet only after both parties confirm the visit took place.
- Refund position
- Fully protected until the visit is confirmed. See section 4.
Section 4
Cancelling a site visit (Track 4)
An escrowed transportation fee is handled according to the provider's status at the moment of cancellation.
Client cancels before the provider is in transit
A full refund of the transportation fee, less any mobile money or bank gateway charges.
Client cancels after the provider is in transit
The provider is deemed to have commenced travel and incurred cost, so 80% of the escrowed transportation fee is disbursed to them. No refund is due to the client.
Provider cancels, fails to update status, or does not arrive
The client receives a full refund of the transportation fee, whatever the platform status says.
Section 5
Cancelling a job (Tracks 1 and 2)
Track 1 — platform-held secure payments
Client cancels within 24 hours of booking
Automated refund of the job value, minus the non-refundable platform fee and any mobile money or bank transfer charges.
Client cancels after 24 hours
A late cancellation fee of up to 5% may be deducted to compensate the provider for the lost slot. The balance, minus the platform fee and transfer charges, returns to the client.
Provider cancels
The client receives a full refund of the job value. The platform fee is clawed back from, or billed to, the provider who caused the breach.
Track 2 — instant mobilization payments
The money has already left the platform
A client choosing instant mobilization accepts that the platform no longer holds the funds and cannot reverse them automatically.
Provider takes mobilization and does not perform
A material breach of our Terms of Service. The platform suspends the provider's account immediately, withholds any pending Track 1 payouts, and assists the client with documentation for recovery. Physical recovery of the cash remains between the two parties.
Section 6
Dispute resolution
Mediation window
Disputes must be logged through our support channel within 48 hours of the scheduled completion or visit slot.
Platform arbitration — Tracks 1 and 4
Our support team reviews message logs, check-ins and platform data. The platform has final authority on whether funds are released to the provider or refunded to the client.
Sanctions — Track 2
Where mediation shows a provider took mobilization funds in bad faith, the platform issues a formal demand for repayment. Failure to comply results in a permanent ban and potential blacklisting across partner networks.
Open a dispute from the job itself, or through Support.
Section 7
Changes to this policy
BuiltForJobs may modify this policy at any time to stay compliant with Ghanaian consumer protection law and the Bank of Ghana framework.