Pluggerzz Cancellation & Refund Policy

1. About this policy

Pluggerzz is a brand of MIJAM Limited, registered in England and Wales, company number 14221336, registered office as shown in our website footer. Contact: info@pluggerzz.co.uk.

Pluggerzz runs an online marketplace. Your contract for the service is with the Plugger who does the job. Pluggerzz collects payment on the Plugger's behalf, handles cancellations and refunds under this policy, and supports you if something goes wrong. Paying Pluggerzz counts as paying the Plugger.

This policy works alongside our Terms of Use. Nothing in it reduces your legal rights as a consumer (see section 7).

2. At a glance

You pay the full price when you book. What you get back depends on when and why the booking ends.

The app always shows the exact amount you'll get back before you confirm a cancellation.

3. Key definitions

• Customer / you: the person or business who books and pays.
• Plugger: the independent service provider who does the job. Pluggers are not employees of Pluggerzz.
• Booking: a job paid for through Pluggerzz.
• Accepted: the point a booking is confirmed. For a direct booking, when the Plugger taps Accept. For an AutoReach job, when you accept a Plugger's offer and pay. For an instant booking, as soon as you pay.
• Start time: the date and time shown on the booking.
• Job price: the full amount you pay for the booking. Pluggerzz charges customers no separate booking or service fee.
• Agreed scope: the work described in the booking and any changes you and the Plugger agree in the app.

4. Cancelling a booking

How to cancel: open the booking in the app and tap Cancel Booking. The screen shows what you'll get back before you confirm. The time you confirm is the time we use.

4.1 Before a Plugger accepts. Free. Full refund.

4.2 More than 24 hours before the start time. Free. Full refund.

4.3 Between 24 and 2 hours before the start time. A late cancellation charge of 50% of the job price applies. You get the other 50% back.

4.4 Less than 2 hours before the start time. A late cancellation charge of 100% of the job price applies, so no refund is due.

4.5 No access or no-show. If the Plugger arrives and can't start because you're not there, aren't reachable for 15 minutes, or can't give access, we treat it as a cancellation under 4.4. The Plugger must check in through the app and attempt contact through the app before this applies.

4.6 Bookings made less than 2 hours before the start time. These go through AutoReach. Section 4.4 applies once a Plugger is confirmed, and the app tells you this before you pay.

4.7 What the charge covers. Late cancellation charges cover the Plugger's reserved time and travel, which they can't usually rebook at short notice. The Plugger receives the whole charge. Pluggerzz takes no commission on cancellation charges. The charge never exceeds the job price.

4.8 Rescheduling. You can ask to move a booking instead of cancelling. If the Plugger agrees in the app more than 24 hours before the start time, no charge applies. Rescheduling later than that is treated as a cancellation and rebooking unless the Plugger waives it.

4.9 Your legal right to cancel. If you're a consumer, section 7 also applies, and it takes priority if it gives you a better outcome.

5. When a Plugger cancels or doesn't show

If a Plugger cancels after accepting, or doesn't arrive within 30 minutes of the start time without telling you, you choose what happens next:

1. A replacement Plugger at the same price, if we can find one you accept.
2. A new time with the same Plugger, if they offer one and you agree.
3. A full refund.

If you choose a refund, we start it within 1 business day of your choice. You never pay a charge because a Plugger cancelled.

6. Problems with the work

6.1 Report it within 7 days. Use Report a Problem on the booking, as soon as you can. Include photos, the agreed scope, and what you want to happen. The sooner you report, the easier it is to fix. Reporting after 7 days doesn't remove your legal rights, but it makes the problem harder to verify.

6.2 What we do. We review your report and the Plugger's response, usually within 5 business days. Where the work wasn't done with reasonable care and skill, or doesn't match the agreed scope:

1. First, a return visit at no cost to fix it, within a reasonable time.
2. If a fix isn't possible, isn't done within a reasonable time, or would cause you significant inconvenience, a partial or full refund reflecting what wasn't delivered.

6.3 Partly completed jobs. If a job stops before it's finished, for any reason, you pay only for the work completed. The Plugger records what was done in the app and you confirm it. If you disagree, we decide on the evidence under 6.2.

6.4 Changes to the scope. Extra work must be priced and agreed in the app before it starts. We won't hold you to extra charges agreed off the app. Work outside the agreed scope isn't covered by this section.

6.5 Plugger payment. When you report a problem within 7 days, we may hold the Plugger's payment for that job while we review it.

6.6 What's usually not refundable. A job completed as agreed, where your concern is about something outside the agreed scope. Minor delays that don't materially affect the work. A problem caused by incorrect information you gave, or by access, tools or materials you agreed to provide and didn't.

7. Your legal rights

This section applies if you book as a consumer, not for a business.

7.1 14-day right to cancel. Under the Consumer Contracts Regulations 2013, you can cancel a booking within 14 days of making it, without giving a reason.

7.2 Jobs that start within 14 days. At checkout you ask for the job to start within that 14-day period. If you then cancel before the work is finished, you pay only for the service supplied up to the point you tell us you're cancelling. Once the job is fully completed, the 14-day right ends.

7.3 Urgent repairs. If you ask for a Plugger to visit urgently to carry out repairs or maintenance, the 14-day right doesn't apply to that visit.

7.4 How to use this right. Cancel in the app or email us a clear statement that you're cancelling. A [model cancellation form] is available but you don't have to use it. We refund within 14 days of being told.

7.5 Quality of work. Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill and match what was agreed. Section 6 is how we put this into practice. It doesn't limit those rights.

For independent guidance on your rights, contact Citizens Advice.

8. How refunds are paid

8.1 Where it goes. Back to the payment method you used. We only refund to your Pluggerzz wallet if you ask us to.

8.2 When. We start the refund within 2 business days of it being agreed, and always within 14 days. Your bank usually takes 5 to 10 business days to show it.

8.3 Wallet credit. Credit you choose to take doesn't expire. You can ask for unused credit from a refund to be paid back to your card at any time.

8.4 Chargebacks. Please contact us before raising a chargeback with your bank. Most issues are resolved faster directly. Raising a chargeback doesn't affect your rights under this policy.

9. Complaints and disputes

1. Raise it with Report a Problem on the booking, or email info@pluggerzz.co.uk with your name, phone number, booking reference, what happened, the outcome you want, and any photos or messages.
2. We acknowledge within 2 business days.
3. We decide within 10 business days and explain the decision in writing. Complex cases may take longer; if so, we tell you why and when to expect an answer.
4. If you're not satisfied, reply asking for a review by a senior team member. We respond within 10 business days.
5. If we still can't resolve it, we'll tell you in writing [whether we'll use an alternative dispute resolution provider, and which one]. You can also take the matter to court, including the small claims track.

10. Other important terms

10.1 Payments off the platform. Arranging or paying for a Pluggerzz job outside the platform breaks our Terms of Use. Those jobs aren't covered by this policy, and we can't help if something goes wrong.

10.2 Business customers. If you book for a business, sections 7.1 to 7.4 don't apply and the cancellation charges in section 4 apply in full.

10.3 Things outside anyone's control. If a booking can't go ahead because of severe weather, a public emergency or something similar that neither you nor the Plugger could avoid, you get a full refund or a free reschedule, your choice.

10.4 Changes to this policy. We may update this policy. Changes apply only to bookings made after the new version takes effect. The version number and effective date are shown at the top.

10.5 Contact. info@pluggerzz.co.uk · MIJAM Limited, at the registered office address shown in our website footer.