How can we help?

Reach us any time. We answer every message from a real person on the MyGuyPro team.

Common questions

How do I request a refund?

The action depends on the booking's status:

Before work has started (booking is requested, quoted, or accepted): open the booking in the app and tap Cancel Booking. Funds held in escrow are refunded automatically.

While work is in progress (pro has started the job but not marked it complete yet): the in-app cancel button isn't available in this state. Email support@myguypro.app with the booking id and what's happening. We'll review with the pro and determine appropriate action.

After the pro marks the job complete (48-hour review window): open the booking and tap I have a concern. Funds stay in escrow while we review — do this before you tap Confirm, and before the 48-hour window closes.

After you've confirmed completion, or after the 48-hour window has closed: funds have already released to the pro. Email support@myguypro.app with the booking id and details. We can still investigate, but recovery depends on the pro's cooperation.

My payment failed — what should I do?

Card declines are almost always your bank flagging the charge for review, not a MyGuyPro issue. Contact your card issuer to approve the charge, then retry the booking in the app.

If the retry also fails, email support@myguypro.app with the booking id (you can find it under Account → Bookings) and we'll investigate.

How does the platform fee work?

MyGuyPro charges a 3% platform fee to consumers on top of the pro's quoted rate. Pros receive 100% of their quoted amount — the fee covers secure payment processing, escrow until the job is marked complete, and in-app dispute resolution if anything goes wrong.

I'm a pro — how do payouts work?

Payouts go through Stripe Connect. You'll set up direct-deposit to your bank during onboarding. Once a booking is marked complete and the 48-hour review window closes, funds release to your Stripe balance and then to your bank on the schedule you set in Stripe.

Manage your payout schedule and bank details from the Edit profile page → Payout setup.

How do I dispute a completed booking?

Open the booking in the app and tap I have a concern. Do this within 48 hours of the pro marking the job complete to keep funds held in escrow while we review.

Important: tapping Confirm on a completed booking releases funds to the pro immediately — it does not wait for the 48-hour window. Only tap Confirm when you're satisfied with the work. If you do nothing for 48 hours, funds auto-release to the pro.

If the 48-hour window has closed or you already confirmed, email support@myguypro.app with the booking id and details. We can still investigate, but funds may have already released and recovery depends on the pro's cooperation.

How do I delete my account?

In the app, go to Account → Settings → Delete account. This wipes your MyGuyPro profile, deletes your Firestore data (including your side of any bookings in a terminal state), and deletes your Stripe customer record. The action is permanent.

If you have bookings still in flight (requested, quoted, accepted, pending payment, in progress, pending confirmation, or already reviewed but not yet released) the delete flow blocks so you don't strand the other party. You need to either wait for them to reach a terminal state (confirmed / cancelled / refunded) or contact support@myguypro.app for help resolving an edge case. Bookings in the reviewed state after both sides have completed are treated as safe once payment is released — email support if you're stuck.

If you're a pro subscriber: your subscription-cancel path depends on how you subscribed.

Subscribed via the MyGuyPro website (Stripe): deleting your account cancels your Stripe subscription automatically.
Subscribed via the MyGuyPro iOS app (Apple): your subscription is billed by Apple, and deleting your MyGuyPro account does not cancel it. Open iOS Settings → [your name] → Subscriptions → MyGuyPro and cancel there before deleting your account, or you'll keep getting charged by Apple.

The app isn't working — how do I report a bug?

Email support@myguypro.app with: what you were trying to do, what happened, your device model, and iOS version. Screenshots or a screen recording help a lot.

Critical bugs (can't sign in, payments failing on a live booking) get investigated same-day.

Where's your privacy policy and terms?