At TrueServis, we strive to provide a 99.9% satisfaction rate. If things don't go as planned, our Refund and Cancellation policies are here to protect you.
1. Order Cancellations
- Before Assignment: You can cancel a delivery or home service request at any time before an expert or rider is assigned for a 100% full refund.
- After Assignment: If you cancel after a rider/expert has been assigned and is on the way, a nominal cancellation fee may apply to compensate the partner's time and fuel.
2. Delivery Guarantee Fee Refund
For Merchants using our custom delivery upgrades, if an order is cancelled and the "Refund Guarantee Fee on Cancel" setting is enabled by the admin, any premium guarantee charges collected will be fully refunded to your wallet/source account.
3. Disputed Services
If an Expert Home Service was not completed to the agreed-upon standards, please raise a dispute within 24 hours via the Help Center. Our support team will investigate the WebRTC logs, chat history, and OTP completions. If found valid, a partial or full refund will be initiated.
4. Failed Deliveries
If a delivery fails due to the rider's fault or app technical issues, you will receive a full refund. If the delivery fails because the receiver was unreachable or provided a wrong OTP, shipping charges will still apply.
5. Refund Processing Time
Approved refunds are processed instantly to your TrueServis Wallet. If requested to the original payment source (Bank/Card), it may take 5-7 business days to reflect in your account.
6. Contact for Support
Need help with a refund? Contact us immediately through the app's Help Center or support email.