Cancellation & Refund Policy

Last Updated: [Insert Date]

Introduction

This Cancellation & Refund Policy explains how cancellations, refunds, disputes, and payment reversals are handled on the ProFind platform.

ProFind is a marketplace that connects customers with independent service providers. Services are provided directly by service providers, while ProFind facilitates bookings, communication, and payment processing.

By using ProFind, customers and providers agree to this Cancellation & Refund Policy.

1. Cancellation by Customers

Customers may cancel a booking before the scheduled service date.

The availability of a refund may depend on:

• The timing of the cancellation
• Whether the provider has already started preparation work
• Any provider-specific cancellation terms
• Applicable consumer protection laws

Cancellation requests should be made through the ProFind platform whenever possible.

Cancellation Timeframes

More Than 24 Hours Before the Scheduled Service

Customers may generally cancel without penalty and receive a refund of eligible payments, subject to any provider-specific terms.

Less Than 24 Hours Before the Scheduled Service

Providers may be entitled to retain part or all of the booking amount to compensate for lost time, scheduling commitments, preparation work, or other reasonable costs.

Same-Day Cancellations

Refunds for same-day cancellations may be limited or unavailable depending on the circumstances and provider policies.

2. Cancellation by Providers

If a provider cancels a confirmed booking, the customer may be entitled to:

• A full refund of any eligible payments made through ProFind
• Assistance in finding an alternative provider where available

Repeated provider cancellations may result in warnings, restrictions, or account suspension.

3. No-Show Policy

Customer No-Show

If a customer fails to attend, provide access, or otherwise participate in the scheduled service without prior notice, the provider may be entitled to retain part or all of the booking amount.

Provider No-Show

If a provider fails to attend a confirmed booking without a valid reason, the customer may be entitled to a full refund and may report the incident to ProFind.

4. Refund Eligibility

Refunds may be available in circumstances including:

• Duplicate payments
• Incorrect charges
• Provider cancellation
• Services not delivered
• Technical payment errors
• Situations required by applicable law

Refunds are not automatically granted and may require review.

5. Service Quality Disputes

If a customer believes a service was not delivered as agreed, they should contact the provider directly first to seek a resolution.

If a resolution cannot be reached, the customer may contact ProFind and submit supporting information such as:

• Photos
• Videos
• Screenshots
• Written communication
• Other relevant evidence

ProFind may review the dispute and facilitate communication between the parties.

Because ProFind is not the service provider, we cannot guarantee specific outcomes in service quality disputes.

6. Partial Refunds

In certain situations, partial refunds may be appropriate, including:

• Partially completed services
• Minor service issues
• Agreed adjustments between customer and provider
• Pricing corrections

Any partial refund decisions will be based on the circumstances of the case.

7. Payment Processing

Payments made through ProFind may be processed by trusted payment providers such as Stripe.

Refunds approved through ProFind will generally be returned using the original payment method.

Processing times may vary depending on:

• Payment provider
• Bank processing times
• Card issuer requirements

Most refunds are typically processed within 5–10 business days after approval, although actual timelines may vary.

8. Non-Refundable Situations

Refunds may not be available in situations including:

• Change of mind after service completion
• Dissatisfaction not supported by evidence
• Failure to provide access to the property
• Customer no-show
• Delays caused by the customer
• Circumstances outside the provider's reasonable control

Each case may be reviewed individually.

9. Fraudulent Claims

ProFind reserves the right to reject refund requests that are determined to be:

• Fraudulent
• Misleading
• Abusive
• Unsupported by available evidence

Submitting fraudulent refund claims may result in account suspension or termination.

10. Chargebacks

Customers should contact ProFind before initiating a chargeback with their payment provider.

Where a chargeback is initiated, ProFind and the payment processor may investigate the transaction and request supporting documentation from both parties.

Fraudulent or abusive chargebacks may result in restrictions on future use of the Platform.

11. Marketplace Role

ProFind acts as a marketplace connecting customers with independent service providers.

Unless otherwise required by law, ProFind is not responsible for:

• The performance of services
• Service quality
• Provider conduct
• Customer conduct
• Contractual obligations between customers and providers

However, ProFind may review disputes, facilitate communication, and take action where appropriate to maintain marketplace trust and safety.

12. Changes to This Policy

We may update this Cancellation & Refund Policy from time to time.

Any updates will be published on the ProFind website and mobile applications.

Continued use of the Platform after updates have been published constitutes acceptance of the revised policy.

13. Contact Us

For questions regarding cancellations, refunds, or disputes, please contact:

ProFind / VV-srvcs AB

Gyrogatan 3, 1104

Örebro, Sweden

Email: info@profind.se