Cancellations, refunds & disputes

Before payment authorization

If a job has not been accepted and payment has not been authorized, the customer can cancel the request without a Grasshopper Go payment capture. Grasshoppers may withdraw offers before acceptance.

After payment authorization

• Customer cancellation, Grasshopper cancellation, no-show, weather, access failure, and scope mismatch may route to Grasshopper Go support.
• Grasshopper Go may reopen the job, void or refund a payment, capture part or all of a payment, or hold payout while support reviews the case.
• Support decisions may consider timing, messages, photos, completion evidence, property access, safety reports, and marketplace rules.

Completion and disputes

Grasshoppers may be asked to upload completion photos. Customers can confirm completion, leave a review, or open a dispute if the work is incomplete, unsafe, materially different from the accepted scope, or affected by access or property issues.

Refunds and payout holds

Refunds and payout holds are handled through Stripe and Grasshopper Go support workflows. Grasshopper Go may delay Grasshopper payout while reviewing disputes, chargebacks, safety issues, suspected fraud, or policy violations.

Chargebacks and off-platform payments

Users should contact Grasshopper Go support before initiating a chargeback when possible. Off-platform payment solicitation for Grasshopper Go bookings may result in cancellation, support review, account restriction, or removal from the platform.