Cancellations, refunds, and disputes

A customer may cancel a pending or accepted request from the dashboard while no successful payment is attached. A provider may decline a request. Because no payment has been completed, there is no Auxilium refund to issue at this stage.

Customers should review the provider’s final price, requested time, service description, and location before entering Stripe Checkout.

Once payment is complete, cancellation and refund questions must be submitted as a private resolution request from the applicable booking in the customer dashboard. The customer selects the issue type, requested amount, and explanation. The provider may respond, and an Auxilium administrator reviews the available booking, payment, message, and participant records.

Opening a request does not guarantee a refund. Auxilium may approve a full refund, approve a partial refund, deny the request, or close it when the issue is resolved another way. Approved refunds are sent to the original payment method through Stripe and may take several business days to appear, depending on the bank or card issuer.

Relevant factors may include:

• the agreed scope, price, date, and provider response;
• whether and to what extent the service was performed;
• timing and reason for cancellation;
• messages, photos, receipts, or other reliable evidence;
• safety, fraud, duplicate-charge, and legal considerations;
• amounts already refunded or no longer refundable through Stripe.

Submit a request promptly after learning of the problem. Delayed reports may be harder to verify and can be limited by payment-network deadlines.

Providers should notify customers as soon as possible when they cannot perform accepted work. Repeated cancellations, nonattendance, materially inaccurate descriptions, unsafe conduct, or refusal to cooperate with a review may lead to refunds and account restrictions.

Customers should give the provider a reasonable opportunity to respond when safe and appropriate, but should not continue an interaction that feels unsafe. For an immediate threat or emergency, contact local emergency services rather than Auxilium.

A card dispute opened with a bank is handled under Stripe and card- network rules. Auxilium may share relevant transaction and service evidence with Stripe. A bank’s final decision can differ from an Auxilium resolution decision. Users must not seek duplicate recovery through both a platform refund and a chargeback.

For a paid booking, sign in and open the resolution request inside that booking so it stays attached to the correct payment. For access or general questions, use the Support Center.