Cancellation & Refund Policy
Updated October 8, 2026 · Version 2026-10-08
Exactly how cancelling, changing helper and refunds work in NELY. The app always shows the cost before you confirm.
When your card is charged
- Your card is held (not charged) when you book. For scheduled jobs the hold is made 24 hours before the start.
- You are charged when you confirm the job is done, or automatically 24 hours after the helper marks it done.
Cancelling (client)
- Free while we are still looking for a helper.
- Free after booking if the helper has not tapped “On my way” and the job starts in more than 2 hours.
- Otherwise a cancellation fee applies (currently $20; the exact amount is shown before you confirm).
- The cancellation fee goes 100% to the helper. The rest of the card hold is released.
Changing helper
- Free before the helper taps “On my way”.
- Free if the helper is more than 15 minutes late.
- Otherwise the same cancellation fee applies.
- The request reopens to other helpers at the same price, with no new card hold until you book again.
Repeated cancellations
- From your 3rd cancellation in 30 days you will see a warning before you confirm. Our team reviews accounts that cancel often.
Problems and refunds
- If something went wrong, use “Report a problem” within 48 hours after the job. Add photos if you can.
- Our team reviews every report with both sides. If a refund is approved, it goes back to your original card through Stripe.
- NELY does not offer a satisfaction guarantee. Refunds are decided case by case.
NELY Pro (helpers)
- Cancel anytime in the app. You keep NELY Pro until the end of the period you already paid. Past months are not refunded, except where the law requires it.
- Questions: support@nelyapp.com. Brightmonzon Corp, Miami, Florida.