Refund Policy

1. Overview

Servch facilitates bookings between customers and independent service providers. Refund policies are primarily determined by individual service providers, subject to our platform guidelines.

2. Provider-Specific Refund Policies

Each service provider sets their own refund policy, which is displayed on their listing page. Common provider policies include:

2.1 Cancellation Windows

• Full Refund: Typically available if cancelled 24-48 hours before appointment
• Partial Refund: May apply for cancellations within 24 hours
• No Refund: Usually applies for same-day cancellations or no-shows

2.2 Provider Custom Terms

Providers may set additional terms such as:

• Specific cancellation notice periods
• Late arrival policies
• No-show policies
• Rescheduling options

Important: Always review the provider's specific refund policy before booking. You agree to these terms when you complete your booking.

3. Platform Refund Guidelines

3.1 Eligible Refunds

You may be eligible for a refund if:

• You cancel within the provider's refund window
• The provider cancels your booking
• The provider fails to show up for the appointment
• The service is significantly different from what was advertised
• There are technical issues preventing service delivery

3.2 Non-Refundable Situations

Refunds are generally not available if:

• You cancel outside the provider's refund window
• You fail to show up for your appointment (no-show)
• You arrive late beyond the provider's grace period
• You violate the provider's terms of service
• The service was completed as described

4. Platform Fees

Servch charges a service fee on each transaction:

• Full Refund: Platform fees are refunded if cancellation is within policy
• Partial Refund: Platform fees may be partially refunded
• Provider Cancellation: Full refund including all fees
• Late Cancellation: Platform fees are typically non-refundable

5. Refund Process

5.1 How to Request a Refund

1. Log in to your Servch account
2. Navigate to "My Bookings"
3. Select the booking you wish to cancel
4. Click "Cancel Booking" and follow the prompts
5. Review the refund amount before confirming

5.2 Refund Timeline

• Automatic Refunds: Processed immediately for eligible cancellations
• Payment Method: Refunded to original payment method
• Processing Time: 5-10 business days to appear in your account
• Bank Delays: Additional time may be required by your bank

5.3 Manual Review

Some refund requests require manual review:

• Disputes about service quality
• Provider no-shows
• Technical issues during booking
• Special circumstances

Our support team will review these cases within 2-3 business days.

6. Disputes and Complaints

6.1 Service Quality Issues

If you're unsatisfied with a service:

1. Contact the provider directly first
2. Document the issue with photos/evidence if applicable
3. If unresolved, contact our support team
4. We'll mediate and determine appropriate resolution

6.2 Provider Disputes

Providers can dispute refund requests if:

• The customer was a no-show
• The service was provided as described
• The customer violated their policies
• The cancellation was outside the refund window

7. Special Circumstances

7.1 Emergency Cancellations

In case of emergencies (illness, family emergency, etc.), contact us immediately. We may work with providers to offer flexible solutions.

7.2 Weather or Force Majeure

For cancellations due to extreme weather or unforeseen circumstances, we'll work with providers to reschedule or provide refunds.

7.3 Provider Unavailability

If a provider becomes unavailable after booking confirmation, you'll receive a full refund including all fees.

8. Rescheduling vs. Cancelling

Many providers offer rescheduling options:

• Free Rescheduling: Often available with advance notice
• One-Time Reschedule: Some providers allow one free reschedule
• Rescheduling Fee: May apply for multiple changes
• Better Than Cancelling: Rescheduling preserves your booking

Tip: If you need to change your appointment, try rescheduling instead of cancelling to avoid refund restrictions.

9. Partial Services

For services that are partially completed:

• Refunds are calculated based on service rendered
• Provider and customer must agree on completion percentage
• Platform may mediate if agreement cannot be reached
• Evidence (photos, time logs) may be requested

10. Contact Support

For refund inquiries or disputes, contact us:

Email: refunds{{ parse_url(config('app.url'), PHP_URL_HOST) }}
Support Portal: Available in your account dashboard
Response Time: Within 24-48 hours

Please include your booking reference number and detailed explanation when contacting support.