Your payment is held by NGLancer until the job is done — that is what makes refunds simple and fair.
1. Before the job starts
- Open job (no pro booked yet): you can cancel at any time. Nothing has been paid.
- Booked, pro not yet on the way: you can cancel from the job page. The full amount you paid goes back to your NGLancer wallet straight away.
- Pro already on the way or working: please talk to the pro first. If you still need to cancel, report a problem and our team will decide a fair outcome, which may include paying the pro for travel or work already done.
2. If the job goes wrong
Report a problem on the job page before confirming the job is done. While a report is open, the payment stays on hold. Our team reviews both sides and may:
- refund you in full,
- refund you in part and pay the pro the rest, or
- release the payment to the pro.
3. After you confirm
Once you confirm the job is done (or 48 hours pass after the pro marks it done without a report), the payment is released to the pro and cannot be refunded through NGLancer.
4. Where refunds go
Refunds go to your NGLancer wallet, which you can use for your next booking. If your payment was split directly by our payment partner, the refund goes back to your card or bank through that partner.
5. Coupons
If you used a coupon, a refund returns what you actually paid.
6. Help
Questions about a refund? Contact support@nglancer.com and quote your job’s tracking code.