This Policy explains how refunds, cancellations and payment disputes work for jobs paid through GOZAL APP. It applies only to payments made in the app or on our website. It forms part of our Terms & Conditions.
It does not apply to cash or any payment arranged directly between you and a Service Provider outside the Platform. If you pay outside the Platform, we have no record of the transaction, cannot verify what was agreed, and cannot refund it or intervene in a dispute.
Payment is requested at the end of a job, not up front. The Service Provider enters the amount you agreed on site, and you review and approve it before any money moves. Approving the request authorises the payment.
Payments are processed by Stripe, our payment processor. Card details are collected and held by Stripe and are never stored on our servers. Funds are settled to the Service Provider's connected Stripe account; GOZAL APP does not hold your funds.
Payments in the current release are limited to a minimum of $1.00 and a maximum of $5,000.00 per job.
If the amount requested is not what you agreed, or the work is incomplete, do not approve the request. Declining costs you nothing and no payment is taken. Speak to the Service Provider and ask them to send a corrected request.
If you have already approved a payment and believe it was wrong — the work was not done, was materially different from what was agreed, or you were charged the wrong amount — you may raise a dispute in the app within 24 hours of approving it. Our team reviews disputes raised in that window.
We review the payment record, any messages exchanged on the Platform, and any job-completion evidence the Service Provider submitted (for example before/after photographs, a work log, or a signature captured at completion). We may contact both parties for more information.
After the 24-hour window has passed we can no longer resolve the payment on the Platform. You retain whatever rights you have with your bank or card issuer, including the right to raise a chargeback with them directly. Nothing in this Policy limits those rights.
Refunds are returned to the original payment method. We cannot send a refund to a different card, account or person.
Once a refund is issued, the time it takes to appear is determined by your bank or card issuer, typically five to ten business days. We have no ability to speed this up.
Where a refund is issued, our commission is refunded in proportion to the amount refunded. A partial refund reduces our fee proportionally; you are not charged our fee on money that is returned to you.
Because payment is requested only at the end of a job, cancelling before the work is done means there is nothing to refund — no payment has been taken.
If you and the Service Provider agree to cancel after a payment request has been sent but before you approve it, simply decline the request, or ask the Service Provider to cancel it.
Tips are optional and are passed to the Service Provider in full. We take no commission on tips. Tips are treated as part of the payment for the purposes of this Policy and may be refunded on the same basis.
Service Providers are paid out to their nominated bank account after a payment settles. Where a payment is refunded or reversed, the corresponding amount, together with the proportional commission, is adjusted against the Service Provider's balance in accordance with the Terms & Conditions and their agreement with Stripe.
Service Providers are responsible for determining, collecting and remitting any applicable sales tax on their services. We do not calculate, collect or remit sales tax on a Service Provider's behalf.
We may update this Policy. Where a change is material we will take reasonable steps to notify you. The version in force at the time you approve a payment is the version that applies to it.
To raise a dispute, use the dispute option in the app on the payment in question. For anything else about a payment or refund, contact us at support@gozalapp.io and include the date, amount and the Service Provider's name.