Legal
Customer Cancellation & Dispute Policy
What happens if you cancel, and how disputes are handled.
Version 2026-09-17 · In effect from 17 September 2026
1. Payment authorisation
When you request assistance, the applicable tier amount is authorised on your card through Stripe. This reserves the amount but is not the final charge. The platform later captures only the amount properly due for the relevant booking outcome.
2. Cancellation rules
Subject to your statutory cancellation rights and applicable law, where you cancel after a Supplier has accepted and been assigned, a £25 cancellation charge may apply, comprising £20 allocated to the Supplier and £5 retained by IAP.
| Situation | Customer amount | Allocation / result |
|---|---|---|
| Cancel before Supplier accepts | £0 | Authorisation released. |
| Cancel after Supplier accepts/is assigned | £25 may apply, subject to statutory rights and applicable law | £20 Supplier / £5 IAP where lawfully chargeable. |
| Genuine safety cancellation | Normally £0 | £25 may be waived after reasonable review; comment required, photo optional. |
| Supplier cancels / no-show / Supplier-attributable inability | £0 cancellation fee | Booking may be re-broadcast or closed. |
| Wasted callout after arrival + reasonable contact attempts + 10-minute wait | £25 if valid | £20 Supplier / £5 IAP; reviewable. |
| Materially inaccurate booking information preventing safe/proper performance | £25 if valid | £20 Supplier / £5 IAP; reviewable. |
Cancellation remains available while a booking is open. GPS proximity or an “Arrived” state does not remove the cancellation route.
3. Safety cancellations
Use the “I feel unsafe” route if you genuinely feel unsafe because of the Supplier, location, circumstances or proposed service. Explain the concern in the comment field. A photograph is optional and is never required to raise the concern. If there is immediate danger, call 999.
4. Exceptional outcomes
4.1 Roadside attendance but no roadside repair. £55 remains payable where the Supplier genuinely attends and provides the included roadside attendance/diagnostic assistance, even if the fault cannot be repaired roadside.
4.2 Supplier unable to carry out the accepted service. No automatic full-service charge. The booking is referred for administrator review. The appropriate amount may be £0, a justified attendance outcome or another amount supported by the evidence and applicable rights. A full amount should only be charged where the chargeable service was actually supplied.
4.3 Wasted-callout and materially-inaccurate-booking outcomes can currently be challenged through a review link for 24 hours. The 24-hour route is an operational review facility and does not remove any legal right that exists beyond it.
5. Completion and the non-response fallback
After the Supplier completes the service, they request payment. You can confirm completion or report a problem. If you do not respond within the stated fallback period after verified attendance and the Supplier’s payment request, the platform may process payment administratively. This is not an acceptance of workmanship or a waiver of rights.
6. Tier 3 / Unsure outcome
£115 is authorised initially. If roadside assistance only is needed, £55 is captured and the remaining £60 authorisation is released. If recovery is required, £115 is captured. The £60 release is a reduced capture, not ordinarily a refund.
7. Report a problem
The open-booking problem route is available for:
- Supplier not arrived
- Incorrect location / incorrect arrival
- Unsafe conduct
- Wrong service
- Incomplete service
- Damage
- Disputed extras
- Other
A comment is required so the issue can be understood. A photograph is optional. Where technically possible, a problem reported before the Supplier transfer is released will pause that transfer while the relevant matter is reviewed.
8. Who deals with the dispute?
Supplier-service disputes (for example workmanship, diagnosis, parts, damage, incomplete service or Supplier conduct) are primarily between you and the independent Supplier. IAP can facilitate communications and administer payments but does not become the service provider.
IAP handles its own platform matters, including an incorrect platform/cancellation charge, payment-processing error, booking/technical failure, suspected fraudulent completion, serious safety concern or data/privacy issue.
9. Refunds and chargebacks
The Supplier is responsible for any service remedy legally/contractually due because of the Supplier service. Because the customer card charge is on IAP’s Stripe platform account, IAP technically administers card refunds/chargebacks through Stripe and may recover the Supplier portion where the issue is attributable to the Supplier. IAP bears responsibility for its own platform/payment errors.
Legitimate card-provider dispute and chargeback rights remain available. A legitimate chargeback is not treated as a breach merely because it was made.
10. Statutory rights and contact
Nothing in this Policy removes or restricts statutory cancellation rights or any other right that cannot lawfully be excluded. An express request for urgent performance to begin during a statutory cancellation period does not, by itself, amount to a blanket waiver of those rights. Contact admin@picklebreakdown.co.uk for IAP platform/payment/privacy matters.