Refund Policy

When a Poster pays for a job through Matey, the money is held until both the Poster and the Matey confirm the job is done. That's what makes refunds possible. Here's how they work at each stage.

Before the Matey says the job is done

While the payment is held and the Matey hasn't confirmed the job is done, the Poster can press Request refund in the job's chat. This refunds the full amount, including Matey's fee, to the card that paid. Refunds usually reach your account within 5–10 business days, depending on your bank.

If you disagree about the work

Once the Matey has confirmed the job is done, a refund is no longer automatic, because it's now a disagreement rather than a cancellation. Use Report a problem on the job. While a problem is open, the payment stays held and isn't released to the Matey. We'll look at what both of you tell us, and then release the payment, refund it in full, or refund part of it, acting reasonably. You can also email us at hello@matey.work.

After the payment has been released

Once both of you have confirmed the job is done, the money is paid out to the Matey and Matey no longer holds it. If something goes wrong after that, work it out with the Matey first. If you think the listing, the profile or the work was fraudulent, email us and we'll look into it and act on the account where needed.

Payments made outside Matey

If you paid or were paid outside the platform, the money was never held by Matey, so we can't refund it. Any refund is between you and the other person.

Your rights under Australian law

Nothing in this policy limits your rights under the Australian Consumer Law, including remedies when a service isn't provided with due care and skill or isn't fit for purpose.