cancellation policy
Customer Cancellations Customers can cancel for free as long as the Cancel button is available. Once the landscaper marks the job as en route, the Cancel button disappears, and customers can no longer cancel through the app.
Landscaper Cancellations A landscaper may still cancel if they cannot proceed with the job, including because of weather, equipment problems, an unavailable customer, or an address or service issue. Customers will not be charged for work that is not performed. Problems With Finished Work Once a job is marked finished, customers can select Report a problem during the review window displayed in the app. Submitting a report pauses the landscaper’s payout while TurfUp reviews the issue. Reporting a problem is separate from canceling a request.
Misuse of Problem Reporting Customers may report genuine concerns about a job using Report a problem. Reports must be made honestly and describe the issue as accurately as possible. Knowingly submitting false information, fabricating evidence, or repeatedly using problem reports to improperly delay a landscaper’s payout may result in a warning, account suspension, or permanent removal from TurfUp, depending on the severity and circumstances. TurfUp will review the available information before taking action. A report made in good faith will not result in a penalty simply because it cannot be verified or does not lead to a refund.
Please report issues honestly. Deliberately false reports or repeated misuse of the reporting feature may lead to account suspension or a permanent ban. We welcome honest concerns, even when our review does not result in a refund.