Cancellations & Refunds

01 · Before you pay

You can decline a price or withdraw your request at any time before payment. Nothing is charged.

02 · After you pay, before the work starts

You can ask to cancel from your account until the work starts. Your Coordinator may confirm or decline the cancellation. If it is confirmed, you receive back everything you paid — even if a local provider has already accepted the job.

03 · After the work starts

The order can no longer be cancelled from your account. If something is not right, report a problem from the order page and your Coordinator will look into it.

04 · Confirming a completed order

When the work is reported as done, we ask you to confirm. We send reminders. If you do not confirm or report a problem within 24 hours, the order is confirmed automatically. After that, you can still contact us about the order for 90 days.

05 · When we refund in full

• We cancel your order, or cannot carry it out, for reasons within our control.
• We refuse your order after payment because of our compliance checks.
• The law requires a refund.

Where a problem is confirmed, we may redo the work or offer a partial or full refund — or, for epono Pro members, epono Credit.

If the Order earned you an epono Pro fee back, a full refund takes that fee back off your epono Credit, as far as your balance allows. A partial refund does not affect it.

06 · When we do not refund

• The work was carried out as ordered.
• The service could not be carried out because the information you gave us was wrong or incomplete.
• Your Loved One refused the service or was not available.

Your statutory rights as a consumer are not affected.

07 · Where your refund goes and when

• Every refund goes immediately to your epono Credit, whatever you paid with, and you can see it in your account straight away.
• If we refuse an Order after payment for compliance reasons, the refund goes back to your card instead, usually within 5 to 7 business days.
• Your epono Credit stays yours. If you are not an epono Pro member, or once your membership ends or you close your account, you can ask for it to be paid to you.

08 · Price changes after payment

Your price is fixed once you pay. Unexpected local costs of up to 10% of your order are on us. Anything above that needs your approval first.

09 · Questions

Contact your Coordinator from your account, or write to support@epono.ca.