Effective Date: June 2025
Company: Serve Platform
Support Email: support@servepro.co.za

At Serve Platform, we are committed to connecting users with high-quality service providers across South Africa. While we aim to deliver exceptional experiences, we understand that circumstances may arise that require cancellations or refund requests. This policy outlines the terms and conditions related to cancellations, refunds, and dispute handling on our platform.

1. Booking Cancellations

🔄 Before Provider Acceptance

• You may cancel a booking at no cost before the service provider accepts the request.
• To cancel, log into your Serve Customer App, go to your booking, and select “Cancel Booking.”
• For advance-paid bookings, the full amount will be refunded to your Serve Wallet.

❌ After Provider Acceptance

• Once a provider has accepted your booking, cancellation is no longer guaranteed to be free.
• The provider reserves the right to:
• Reschedule with you
• Decline the booking if unavailable
• Or charge a cancellation fee (for loss of time or reserved slot)

2. Provider No-Show or Unavailability

If the service provider is unable to show up due to unexpected circumstances:

• We will offer to reschedule your booking at your convenience
• Or process a full refund for advance-paid services

3. Refund Eligibility

✅ Eligible Refund Scenarios

• Booking is cancelled before provider acceptance
• Provider fails to show up or cancels on short notice
• Service was not delivered at all after payment was made
• Advance bookings cancelled in accordance with policy terms

❌ Non-Refundable Scenarios

• Cash-on-Delivery (COD) Bookings:
  All cash payments made directly to service providers are non-refundable. Serve Platform does not handle or guarantee refunds for cash transactions.
• Off-Platform Deals:
  Any arrangement or payment made outside of the Serve Platform (e.g., WhatsApp, direct bank transfers) is not protected, and Serve holds no liability in such cases.
• Minor dissatisfaction:
  If the service was completed as listed but you were unsatisfied with quality or speed, it does not qualify for a refund unless gross negligence can be proven.
• Scope changes:
  If you changed the job details after the provider arrived, and were charged extra, this is not refundable unless agreed in writing via the Serve app.

4. How Refunds Are Processed

• Refunds (for qualifying advance bookings) will be credited to your Serve Wallet within 3–5 working days.
• Wallet funds can be used for future bookings but are not transferable or withdrawable to a bank account.

5. Dispute Resolution

If you believe you are entitled to a refund or have concerns about a booking:

📧 Email us: support@servepro.co.za
📲 In-app support: Use the “Help & Support” section inside the app

We are committed to investigating and resolving all refund disputes fairly and promptly.

6. Important Legal Notes

• This policy applies only to bookings and payments processed through the Serve Platform (app or website).
• Serve Platform reserves the right to amend this policy at any time without prior notice. The latest version will always be available in the app and website.
• By using Serve Platform, you agree to be bound by this Refund and Cancellation Policy and all updates posted hereafter.

We thank you for choosing Serve Platform and trust this policy offers clarity and protection for both clients and service providers.

— The Serve Platform Team
📧 support@servepro.co.za