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Refund Policy

Last updated: January 10, 2026

1. Overview

At PeerProz, we strive to ensure customer satisfaction with all services booked through our platform. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting a refund.

Please read this policy carefully. By using our platform, you agree to this Refund Policy. If you do not agree, please do not use our services.

2. General Refund Principles

Refunds are processed based on the following principles:

  • Refunds are issued in accordance with the specific cancellation and refund policy of each service
  • Refund eligibility depends on the timing of the cancellation and the service provider's policy
  • Processing fees may be non-refundable
  • Refunds are processed to the original payment method used for the transaction

3. Refund Eligibility

3.1 Customer-Initiated Cancellations

Customers may be eligible for a refund if they cancel a booking according to the service provider's cancellation policy. Refund amounts vary based on:

  • Full Refund: Cancellations made within the provider's full refund window (typically 24-48 hours before service)
  • Partial Refund: Cancellations made within the provider's partial refund window
  • No Refund: Cancellations made after the provider's refund deadline or for completed services

3.2 Provider-Initiated Cancellations

If a service provider cancels a booking, customers are entitled to a full refund, including any processing fees.

3.3 Service Quality Issues

Customers may be eligible for a refund if:

  • The service was not delivered as described
  • The service provider failed to show up or complete the service
  • The service was of significantly poor quality
  • The service provider violated platform policies

Refund requests for quality issues must be submitted within 7 days of service completion and may require documentation or evidence.

4. Non-Refundable Items

The following are generally non-refundable:

  • Platform service fees (unless the refund is due to provider cancellation or platform error)
  • Completed services that were delivered as described
  • Services cancelled after the provider's refund deadline
  • Custom or personalized services that have been started
  • Digital products or services that have been delivered

5. Refund Request Process

5.1 How to Request a Refund

To request a refund:

  1. Log into your PeerProz account
  2. Navigate to your bookings or transactions
  3. Select the booking for which you want a refund
  4. Click "Request Refund" and provide a reason
  5. Submit any supporting documentation if required

5.2 Refund Review Process

Once submitted, refund requests are reviewed by our support team. The review process typically takes 2-5 business days. We may:

  • Contact you for additional information
  • Contact the service provider for their perspective
  • Review transaction history and communications
  • Make a decision based on our refund policy and the specific circumstances

6. Refund Processing Time

Once a refund is approved:

  • Credit Card Payments: 5-10 business days to appear on your statement
  • Debit Card Payments: 5-10 business days
  • PayPal: 3-5 business days
  • Bank Transfer: 5-15 business days

Processing times may vary depending on your financial institution and payment method.

7. Disputed Transactions

If you believe a transaction was made fraudulently or in error, please contact us immediately at support@peerproz.com.

We will investigate disputed transactions promptly and may request additional information to verify the claim. If the dispute is resolved in your favor, a full refund will be issued.

8. Service Provider Refunds

Service providers may issue refunds directly to customers through the platform. When a provider issues a refund:

  • The refund is processed immediately through our payment system
  • Platform fees may still apply depending on the circumstances
  • Both parties receive notification of the refund

9. Chargebacks

If you initiate a chargeback with your bank or credit card company, we will:

  • Investigate the chargeback claim
  • Provide relevant transaction information to your financial institution
  • Resolve the matter in accordance with payment processor policies

Note: Initiating a chargeback may result in account suspension while the matter is resolved. We encourage you to contact us first to resolve any issues.

10. Special Circumstances

10.1 Force Majeure

In cases of force majeure (natural disasters, pandemics, government actions, etc.), refund policies may be adjusted. We will communicate any policy changes clearly to affected users.

10.2 Platform Errors

If a refund is due to a technical error on our platform, we will issue a full refund including all fees.

11. Contact Us

If you have questions about refunds or need assistance with a refund request, please contact us:

12. Policy Updates

We reserve the right to update this Refund Policy at any time. Material changes will be communicated to users via email or platform notifications. Continued use of our services after policy updates constitutes acceptance of the revised policy.