On ServiceTasker, refund requests are assessed under our Genuine Customer Guarantee to ensure leads are handled fairly for both businesses and customers.
Your refund request may be rejected if the lead is considered genuine, meaning the customer showed clear activity or engagement. This can include any of the following:
Common Reasons for Refund Rejection
A refund is usually not approved if the customer has:
- Responded to your message or quote
- Connected with you or another service provider
- Hired a business (including yourself)
- Declined your quote
- Decided to complete the job elsewhere
- Been in contact with the ServiceTasker support team
- Marked the job as hired or completed
Any of the above actions indicate that the customer was real and active, which makes the lead ineligible for a refund under the Genuine Customer Guarantee.
How to View the Reason
If additional details are available:
- Open the relevant lead in your Inbox
- Look for the system message linked to your refund request
- Select “Find out more” (if shown) to view the explanation provided by our team
What You Can Do Next
Even if your refund request was declined, it may still be worthwhile to:
- Reach out politely to the customer
- Ask for feedback on your quote
- Explore whether there’s still an opportunity to work together in the future
Maintaining professional communication can sometimes turn an inactive lead into future work 👍
If you believe your case needs further review, you’re always welcome to contact the ServiceTasker support team for assistance.
