This Cancellation & Refund Policy explains how cancellations, no-shows, service interruptions, payment adjustments, credits, and refund requests are handled for transactions arranged through the 2Hands Platform. 2Hands is a technology marketplace operated by FitaSol LLC d/b/a 2Hands App and does not itself perform the underlying services.
1. General Principle
2Hands attempts to balance two interests: Customers should not be charged unfairly for services they did not receive, and Helpers should not be expected to lose committed time, travel, or work already performed when a Customer cancels after a request has been accepted or begun. Cancellation eligibility and charges therefore depend on request status at the time of cancellation.
2. Before a Helper Is Confirmed
If a Customer cancels before any Helper has been confirmed, there will normally be no cancellation fee. Any temporary payment authorization or hold may be released or reversed, subject to processor and bank timing. Creating a request by itself does not create a right for 2Hands to charge the full service amount.
3. After a Helper Is Confirmed
Once one or more Helpers have been confirmed, they may have reserved time and declined other opportunities. A cancellation after confirmation may therefore be subject to a cancellation charge. Any applicable charge should be disclosed through the Platform before or at confirmation or before the charge is imposed, as appropriate.
4. Before the Helper Begins Traveling
If a Helper has been confirmed but has not yet begun traveling, 2Hands may apply a disclosed cancellation charge. The amount may depend on service category, number of Helpers, time reserved, proximity to scheduled start, and other disclosed circumstances.
5. Helper Is On the Way
Once the Platform shows that a Helper has begun traveling, the Customer may be responsible for an applicable cancellation charge reflecting committed time and travel. Platform status, timestamps, location information, or other records may be used to determine whether travel had begun. The charge is not payment for services never performed but may compensate legitimate time, availability, travel, or Platform costs.
6. Helper Has Arrived
If the Helper has arrived and the Customer cancels, cannot provide access, is unavailable, or no longer wants the service, the Customer may be charged an applicable cancellation or minimum service amount reflecting travel, reserved time, arrival, waiting time, and other disclosed amounts.
7. Work Has Already Started
Once work begins, the request is generally no longer a simple pre-service cancellation. The Customer may be responsible for time already worked, applicable minimum charges, Platform fees attributable to the completed portion, approved materials or expenses, approved additional Helpers, and other amounts properly incurred before work stopped.
8. Customer Requests Work to Stop
A Customer may ask a Helper to stop work. Where reasonably safe, the Helper should stop additional work. Stopping does not eliminate charges already earned or properly incurred before the stop request. The Customer may remain responsible for the completed portion and applicable disclosed charges.
9. Helper Cancels Before Starting
If the confirmed Helper cancels and 2Hands cannot reasonably provide another suitable Helper acceptable for the request, the Customer will not be charged a cancellation fee because of the Helper's cancellation. If already charged for unprovided services, 2Hands may reverse, refund, or adjust the applicable amount. The Customer is not required to accept a materially different arrangement.
10. Helper Fails to Arrive
If a confirmed Helper does not arrive and the Customer did not cause the failure, the Customer will not be charged for unperformed service solely because the Helper failed to appear. 2Hands may investigate circumstances before issuing a final adjustment where necessary.
11. Customer No-Show
A Customer may be considered a no-show when the Helper arrives and cannot reach the Customer, access is not provided, the Customer is unavailable when presence is required, or service cannot reasonably begin due to circumstances within the Customer's control. A Customer no-show may result in an applicable cancellation or minimum service charge.
12. Incorrect Address or Access Information
Customers are responsible for accurate location and access information. If a Helper travels to an incorrect location because of Customer information, or cannot access the property because necessary access information was not provided, the situation may be treated as a Customer cancellation or no-show. 2Hands may consider specific circumstances.
13. Unsafe Conditions
A Helper may refuse to begin or may stop a request if conditions are unsafe, unlawful, materially different from the description, or beyond the Helper's qualifications. If the Customer failed to disclose a significant hazard or materially misrepresented the task, the Customer may remain responsible for applicable travel, cancellation, minimum, or time-based charges. If not reasonably caused by the Customer, 2Hands may review for adjustment.
14. Materially Different Request
Helpers are not required to perform tasks materially different from what was originally described, including substantially heavier work, a different type of task, unexpected hazardous conditions, additional locations, significantly more items, additional rooms or areas, work requiring specialized licensing, or greater physical requirements. If the parties cannot agree to a modification, the request may be stopped and payment will depend on circumstances and costs already incurred.
15. Additional Work
If the Customer asks for additional work beyond the confirmed request, the Customer should approve the additional work and applicable price adjustment through the Platform when available. Charges for additional work should not be imposed merely because a Helper independently decided to perform work that was neither requested nor reasonably necessary.
16. Additional Time
Where pricing depends on time, the Customer may be responsible for actual authorized service time. If a request exceeds its estimate because the Customer approved continued work or the original description reasonably required additional time, the final amount may exceed the estimate. A time estimate is not a fixed-price guarantee unless expressly identified as such.
17. Helper Stops the Work
If a Helper stops a service because of circumstances within the Helper's control and the Customer did not cause the interruption, the Customer should generally be charged only for legitimate work actually completed or other amounts properly earned. 2Hands may review whether a credit, partial refund, adjustment, or replacement Helper is appropriate.
18. Incomplete Work
Incomplete work does not automatically result in either a full refund or a full charge. 2Hands may consider the agreed scope, work completed, time worked, why service ended, communications, photos, status records, and other information. A Platform adjustment does not determine independent legal liability of the Customer or Helper.
19. Quality Complaints
A Customer who believes work was performed incorrectly, incompletely, negligently, or materially differently from the request should report the issue as soon as reasonably possible. 2Hands may request photos, videos, messages, receipts, descriptions, or other evidence. Because Helpers independently perform services, 2Hands does not guarantee the quality of Helper work but may review Platform-related payment issues and take transaction or account action.
20. Refund Requests
Refund requests are reviewed based on transaction circumstances, including whether work was performed, amount completed, time worked, travel incurred, whether a Helper arrived, reason for cancellation, Customer instructions, Helper conduct, approved additional work, Platform records, communications, photos, and other relevant evidence. Submitting a refund request does not guarantee a refund.
21. Full Refunds
A full refund may be appropriate when the Customer was charged for a service never performed and no valid cancellation charge applies, a duplicate charge occurred, a clear payment-processing error occurred, 2Hands determines the transaction should be fully reversed, or applicable law requires a refund.
22. Partial Refunds
A partial refund or payment adjustment may be appropriate when only part of a service was performed, the service stopped before completion, some charges were valid and others were not, an approved adjustment is warranted, or circumstances justify dividing the transaction. 2Hands may calculate an adjustment based on available records.
23. Platform Credits
Where permitted by law and appropriate, 2Hands may offer a Platform credit instead of or in addition to a monetary refund. A Customer is not required to accept Platform credit where applicable law requires a monetary refund. Credits may have separate conditions disclosed when issued.
24. Tips
Voluntary tips already distributed to a Helper may not necessarily be refundable. If a tip was charged by mistake, duplicated, or resulted from a technical error, contact 2Hands promptly.
25. Materials and Customer-Approved Expenses
If a Customer expressly approved materials, supplies, parking, access fees, or other request-related expenses, those amounts may remain payable even if the service is later cancelled. 2Hands may request documentation where appropriate. Helpers may not impose undisclosed or unauthorized expenses.
26. Payment Authorizations and Holds
A payment authorization or hold is not necessarily a completed charge. Banks and processors may temporarily reserve funds while a transaction is pending. If a request is cancelled or adjusted, 2Hands or its processor may release or reverse the authorization as appropriate. The time required for funds to reappear is controlled partly by the Customer's bank or provider.
27. Refund Processing
Approved monetary refunds are generally returned through the original payment method when reasonably possible. 2Hands may initiate the refund promptly after approval, but banks, card networks, and payment processors may require additional time to display refunded funds. 2Hands does not control the processing time of a User's financial institution.
28. Payment Disputes and Chargebacks
Customers should contact 2Hands regarding a disputed charge so we have an opportunity to review the transaction. This does not eliminate lawful rights with a card issuer or financial institution. If a chargeback or payment dispute is filed, 2Hands may provide relevant request details, acceptance information, timestamps, communications, service status, payment authorization, cancellation records, and other evidence to the processor, card network, or financial institutions.
29. Fraudulent Refund Requests
Users may not submit false information, manipulate Platform records, fabricate damage or service claims, coordinate fraudulent disputes, or misuse the refund process. Suspected fraud may result in denial of refund, account restriction, termination, preservation of evidence, or referral to appropriate authorities where warranted.
30. Helper Payment Following Cancellation
A cancellation fee charged to a Customer does not necessarily mean the entire cancellation amount will be paid to a Helper. 2Hands may determine allocation according to the Helper Agreement, transaction terms, and Platform rules.
31. 2Hands' Role in Refund Decisions
2Hands may administer payments made through the Platform and determine Platform-related credits, refunds, adjustments, and account actions. This administrative role does not make 2Hands the provider of the underlying service or legally responsible for a Helper's independent conduct. A Platform refund determination does not prevent independent legal rights against another party.
32. Documentation and Platform Records
For reviewing cancellations and refunds, 2Hands may consider request creation time, Helper acceptance, confirmation time, on-my-way status, location data, arrival time, start and completion time, messages, photos, Customer approvals, payment records, and other relevant Platform information. No single record is necessarily conclusive in every circumstance.
33. Abuse of Cancellation Features
Repeated intentional cancellation, no-shows, abuse of refund procedures, false requests, or manipulation of Platform rules may result in account restrictions or termination. 2Hands may also require additional payment authorization or review for accounts with significant unresolved payment issues.
34. Cancellation by 2Hands
2Hands may cancel or suspend a request when reasonably necessary due to safety concerns, suspected fraud, illegal activity, payment failure, technical problems, lack of an eligible Helper, material Terms violations, emergency circumstances, or other significant Platform concerns. Payment outcome will depend on whether services were performed or legitimate costs had already been incurred.
35. Events Outside the Parties' Reasonable Control
Severe weather, road closures, emergencies, government actions, utility failures, dangerous conditions, or other events outside reasonable control may prevent or delay a request. 2Hands may waive or adjust cancellation charges when appropriate based on the circumstances.
36. No Guaranteed Refund for Dissatisfaction Alone
A Customer's subjective dissatisfaction alone does not automatically create a right to a full refund. The transaction will be evaluated according to the confirmed request, work actually performed, material deviations, available evidence, applicable law, and this Policy. Nothing limits rights that law does not permit to be waived.
37. No Automatic Refund Because 2Hands Restricts a User
If 2Hands later suspends or terminates a Helper or Customer, that action does not automatically establish that all previous transactions involving that User were invalid or refundable. Each disputed transaction may be evaluated separately.
38. Rights Required by Law
Nothing in this Policy eliminates or restricts cancellation, refund, chargeback, warranty, consumer-protection, or other rights that cannot lawfully be waived. Where applicable law provides a greater right than this Policy, applicable law controls.
39. Changes to This Policy
2Hands may update this Cancellation & Refund Policy. Each version may contain a version number and effective date. The version applicable to a transaction will generally be the version in effect when the relevant request was confirmed, unless law requires otherwise. Material changes will generally apply prospectively unless Users are appropriately notified or agree to another treatment where legally permitted.
40. Records
2Hands may retain records associated with cancellations, refunds, payment adjustments, disputes, Customer approvals, transaction status, and applicable policy versions for legitimate business, fraud-prevention, payment, compliance, audit, and legal purposes.
41. Relationship to Other 2Hands Agreements
This Policy forms part of the rules governing transactions through 2Hands and should be read with the Terms of Service, Privacy Policy, applicable Payment Authorization, and Helper Agreement. If a transaction-specific term expressly establishes a different cancellation rule that was properly disclosed and accepted, that specific term may control to the extent permitted by law.
42. Contact and Refund Requests
For cancellation, refund, or payment questions, contact 2Hands Support at support@2handsapp.com or 2handsapp.com. 2Hands is operated by FitaSol LLC d/b/a 2Hands App, Utah, United States.