Cancellation Rights
When you accept a worker's quote online through Mendli, you usually have 14 days to change your mind. This page explains how it works and how to cancel.
The key points
- You can usually cancel within 14 days of accepting a quote agreed online through Mendli, for any reason.
- Your contract for the work is with the worker, not Mendli. Mendli helps you tell them and keeps a record.
- If you asked the worker to start within the 14 days and then cancel, you pay for the work done up to that point.
- Once the work is finished at your request, you can no longer cancel it.
- The right doesn't cover urgent repairs you asked the worker to come out for.
1. When the 14 days start and end
For work and services, the 14 days start the day after you accept the quote. If the last day falls on a weekend or bank holiday, it still ends that day. If the worker didn't give you information about your right to cancel, the period can be longer (up to 12 months) — this is the law under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2. How to cancel
- Tell the worker clearly that you are cancelling, before the 14 days end. The easiest way is a message in Mendli Messages on that job, because it keeps a dated record.
- You can use the model form below, but you don't have to — any clear statement is enough.
- If you have trouble reaching the worker, contact Mendli through Help & Support and we will help.
3. Money back
If you cancel in time, the worker must refund any payment you made within 14 days of being told, less a fair amount for work already done at your request. If payment went through Mendli, we will help process the refund.
4. When the right to cancel doesn't apply
- The work was finished within the 14 days because you asked for it to start early and agreed you would lose the right once it was done.
- You specifically asked the worker to visit for urgent repairs or maintenance (for the urgent work itself).
You keep your other legal rights: work must be done with reasonable care and skill, as described, and for the agreed price. For free advice, call the Citizens Advice consumer helpline on 0808 223 1133.
5. Model cancellation form
Complete and send this form only if you wish to cancel the contract. You can copy it into a Mendli message.
To: [the worker's name and business address, shown on your Mendli job]
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service [*]:
Ordered on [*] (the date you accepted the quote):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
[*] Delete as appropriate
This form follows the model set out in Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.