This page reproduces Part Four of our Terms and Conditions.
Part Four: Cancellations, refunds and complaints
Amounts paid through Plumb. are non refundable except in the cases set out below or when a complaint is upheld. This does not affect any right you have under the Jordanian Consumer Protection Law.
1. Emergency requests
| Situation | Dispatch fee | Service price |
|---|---|---|
| No Plumb. Man accepted the request | Refunded in full | Not charged |
| You cancelled while we were searching | Refunded in full | Not charged |
| You cancelled within 5 minutes of a Plumb. Man accepting | Refunded in full | Not charged |
| You cancelled more than 5 minutes after acceptance | Not refunded | Not charged |
| You declined the price for "Something else" | Not charged | Not charged |
| The Plumb. Man did not arrive | Refunded in full (and the Plumb. Man receives a strike) | Not charged, or refunded in full if paid in advance |
| No one was at the address after the Plumb. Man waited 15 minutes | Not refunded | Not charged |
2. Book in Advance
| Situation | Refund |
|---|---|
| No Plumb. Man accepted the booking | Full refund |
| You cancelled the booking 24 hours or more before the appointment | Full refund, automatically |
| You cancelled the booking less than 24 hours before the appointment | No refund, unless a complaint is upheld (Part Four, clause 4) |
| The Plumb. Man cancelled and no other Plumb. Man took the booking | Full refund |
| The Plumb. Man did not arrive | Full refund (and the Plumb. Man receives a strike) |
| No one was at the address after the Plumb. Man waited 15 minutes | No refund |
3. How refunds are paid
The amount is returned to the card or Apple Pay you paid with, and it may take up to 14 working days to appear, depending on your bank. Amounts paid in cash or by CliQ are returned by bank transfer or CliQ after your details are confirmed.
4. Complaints
If something went wrong (poor or unfinished work, the Plumb. Man's conduct, incorrect amounts, or a cancellation you consider unfair), open the request in the App and use "Get help" in the app, or email us at plumb.joamman@gmail.com.
- Submit your complaint within 7 days of the request (or of the cancellation), with a short description and photos if you have them.
- We confirm receipt within 2 working days and may contact you and the Plumb. Man.
- We issue our decision within 14 days and notify you of it in the App. The decision may be a full or partial refund, a free return visit, a strike for the Plumb. Man, or no action, with the reason stated.
If you do not agree with our decision, you may contact the Consumer Protection Directorate at the Ministry of Industry, Trade and Supply, or the courts of Amman.
5. Plumb. Men
Commission on completed requests is not refunded, unless a Customer's complaint is upheld and the amount is returned to the Customer, in which case the commission on the returned amount is also cancelled.