Refund Policy
B1. Overview
Revend's escrow-based payment system (REVEND-TRUST-001) ensures that Customer funds are never released to a Service Provider or Merchant until the job or order is confirmed complete. This policy defines when and how refunds are issued.
Refund Processing Time: 5–7 business days to the original payment method
Currency: Indian Rupee (INR)
Refund Authority: Revend Operations Team
B2. Customer Refund Scenarios
B2.1 Service Bookings
| Scenario | Refund Amount | Timeline |
|---|---|---|
| Service Provider does not show up | 100% refund | Automatic after SLA breach |
| Service Provider cancels confirmed booking | 100% refund | Within 24 hours |
| Customer cancels before Provider accepts | 100% refund | Immediate |
| Customer cancels after Provider accepts (>2 hrs before) | 100% refund | Within 24 hours |
| Customer cancels after Provider accepts (<2 hrs before) | 50% refund | Within 24 hours |
| Customer cancels after Provider has arrived | No refund | — |
| Service is incomplete or substandard (dispute raised before OTP) | 100% refund | After ops review (3–5 days) |
| Fraud or misconduct verified by Revend ops | 100% refund | Within 24 hours of verification |
| Customer confirms job via OTP — then disputes | Case-by-case ops review | Up to 7 days |
B2.2 Merchant / Store Orders
| Scenario | Refund Amount | Timeline |
|---|---|---|
| Merchant does not fulfil order | 100% refund | Within 24 hours |
| Order delivered but wrong item / service | 100% refund | After ops review |
| Order partially fulfilled | Partial refund (proportional) | After ops review |
| Customer cancels before Merchant accepts | 100% refund | Immediate |
| Customer cancels after Merchant accepts | Subject to Merchant cancellation policy | Within 48 hours |
| Fraud or misrepresentation by Merchant | 100% refund | Within 24 hours of verification |
B3. Non-Refundable Scenarios
The following situations are not eligible for refunds:
- Customer confirms job completion via OTP and raises dispute after 24 hours without valid evidence
- Customer was not present at the agreed location / time without prior notice
- Dissatisfaction based on personal preference (not a quality or safety issue)
- Customer provided incorrect booking details (address, time, requirements)
- Services fully rendered as described in the booking
Important: Do NOT confirm job completion via OTP if you are unsatisfied with the service. Once the OTP is confirmed, refund eligibility is significantly reduced. Disputes must be raised within 48 hours of the scheduled job / order time.
B4. How to Raise a Dispute / Refund Request
- Open the Revend app → Go to Bookings / Orders
- Select the relevant booking → Tap Raise a Dispute
- Describe the issue and attach supporting evidence (photos, screenshots)
- Do NOT confirm job completion via OTP if you are unsatisfied
- Revend ops team will review within 3–5 business days
- Refund decision will be communicated via in-app notification and SMS / WhatsApp
B5. Refund Methods
| Original Payment Method | Refund Method | Timeline |
|---|---|---|
| UPI | UPI reversal | 1–3 business days |
| Credit / Debit Card | Card reversal | 5–7 business days |
| Net Banking | Bank transfer | 5–7 business days |
| Revend Wallet | Wallet credit (instant) | Immediate |
B6. Service Provider & Merchant Payment Holds
Revend reserves the right to withhold or reverse a Service Provider's or Merchant's payment if:
- A Customer dispute is raised and under investigation
- Fraud or misconduct is suspected or verified
- KYC / KYB verification is found to be invalid or fraudulent
Withheld funds will be released or refunded to the Customer upon completion of the investigation.
B7. Platform Commission — Non-Refundable
- Revend's platform commission fee is non-refundable in all scenarios except where the booking is cancelled before the Provider / Merchant accepts it
- In verified fraud scenarios, the full booking amount including commission is refunded to the Customer; Revend absorbs the commission loss
B8. Escalation
If you are not satisfied with the refund decision:
- Reply to the ops review notification in-app with additional evidence
- Contact Revend's Grievance Officer — see Privacy Policy, Section A9
- If unresolved, you may approach the appropriate Consumer Forum under the Consumer Protection Act, 2019
B9. Revend Guarantee
Our commitment to every Customer
- Your payment is always held in escrow — never paid upfront to the provider
- All Service Providers and Merchants are Aadhaar-verified with face match
- You confirm job completion — we release payment only when you're satisfied
- In-app SOS available during every active booking
- Full refund in verified fraud or no-show cases
- Revend cooperates with law enforcement — verified provider identity on file