Are materials and travel included?
Not automatically. They must be detailed in the offer. The rate of an offer is the provider’s: it is not an all-inclusive price as long as fees, travel and materials are not detailed in it.
How is the price set?
Each provider sends you an offer with an hourly or fixed rate and an availability: you compare and you choose. You can also book directly a provider who accepts direct bookings: the amount is then calculated from their rate, you see it before paying, and the provider confirms within the displayed deadline (with no answer, you are refunded in full). Service fee aside, the amount of the offer is what you pay through Doonza. Extra time is only added if you accept it, at the amount shown, and Doonza does not charge it.
Can I cancel?
Yes, as long as the agreed date has not passed and the job has not started, whether you are the customer or the provider, with a short reason kept on record. If the provider cancels, you are refunded in full. If you cancel 24 hours or more before the agreed start, the booking is refunded in full, service fee included. Later, you pay the provider a compensation: 30 % of the job amount less than 24 hours before, 50 % less than 2 hours before; the rest is returned to you, with fees pro rata, and the amounts are shown before you confirm. For fourteen days after payment, a job taking place in France can be cancelled with no compensation, as long as it has not started.
What if we disagree?
The Doonza Guarantee applies: the price paid is held by Doonza until it is paid out to the provider. If the provider does not show up, or the work is not as agreed, you open a claim from your booking (“Report a problem”), from the day of the job up to the automatic confirmation of the payout (forty-eight hours after the provider has marked the job as finished, or after the end of the day of the job if that is later), with at least one photo for non-conforming work, as long as the payout has not been sent. The payout is then frozen, a person at Doonza decides (free redo, partial or full refund, or no action) and gives both parties the reason. A proven no-show is refunded in full, service fee included, and your request is relaunched with priority, with no promise that a replacement will be found. That decision is the platform’s: it does not replace a judge or an independent mediator, and it does not deprive you of any right.
