Cancellation Policy
Plain-language guide to cancellations and refunds on Ensemblify
Before Payment Is Made
You can delete or cancel a job at any time before payment has been submitted — at no cost to you. Simply go to the job detail page and click Delete Job. There is no charge and no refund needed because nothing has been paid.
After Payment Is Held in Escrow
Once you pay, your money is held securely in escrow — it is never sent to the helper until the job is done and you confirm it. If you need to cancel after paying:
- Before the helper starts the work: contact us at troy.vorous@ensemblify.com and we will issue a full refund. Refunds are processed through Stripe and typically appear within 5–10 business days depending on your bank or card issuer.
- After work has begun: contact us and our team will review the situation. We will work with both parties to reach a fair outcome. Refunds in this case are handled by our admin team on a case-by-case basis.
Helper no-show: If you hired a helper and they did not show up or start the work, contact us right away. You will receive a full refund, processed via Stripe within 5–10 business days.
After the Job Is Confirmed Complete
Once you confirm that the job is complete, funds are released to the helper. At that point, cancellation is no longer available and refunds cannot be issued. If there is a problem with the quality of work, please contact us and we will do our best to help resolve the issue.
If a Helper Can't Complete the Job
If a helper you hired is unable to complete the job or fails to show up, you will receive a full refund with no questions asked. Refunds are processed through Stripe and typically appear within 5–10 business days. You can then re-post your job and find a new helper.
Helpers who need to withdraw from a job should message the job poster directly and contact us at troy.vorous@ensemblify.com so we can assist with the refund process. Job posters can cancel a job at any time by using the Delete Job button on their job detail page.
Questions? We are always happy to help. Reach out any time at troy.vorous@ensemblify.com.