Refund Policy

Last Updated: 04 April 2025

At Helpa, we strive to ensure fair and transparent transactions for all customers. This Refund Policy outlines the terms under which refunds may be issued for services booked through our platform.

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1. General Refund Principles

• Refunds are processed according to the Provider's cancellation policy, which is displayed at the time of booking.
• Helpa acts as an intermediary and does not guarantee refunds unless required under this policy or applicable law.
• All refund requests must be submitted through the Helpa platform.

2. Eligibility for Refunds

Refunds may be issued in the following circumstances:

a. Provider Cancellation

• If a Provider cancels a confirmed booking, the User will receive a full refund automatically.

b. Seeker Cancellation

• Seekers may cancel a booking subject to the Provider’s policy:
  • Flexible Policy: Full refund if canceled at least [24 hours] before the scheduled service.
  • Moderate Policy: 50% refund if canceled within [12-24 hours] of the service.
  • Strict Policy: No refund for cancellations made less than [12 hours] before the service.

c. Service Issues

• If a service is not delivered as described or is unsatisfactory:
  1. The seeker must report the issue within 24 hours of service completion.
  2. Helpa will mediate between the User and Provider.
  3. If unresolved, Helpa may issue a partial or full refund at its discretion.

3. Non-Refundable Situations

• Completed Services: No refunds after a service is fully rendered unless fraud or misconduct is proven.
• Seeker No-Shows: If a seeker fails to be present for a scheduled service without prior cancellation.
• Third-Party Costs: Fees charged by payment processors or external vendors are non-refundable.

4. Refund Processing

• Approved refunds will be processed within 5–10 business days to the original payment method.
• For bank transfers, processing times may vary depending on the financial institution.

5. Dispute Resolution

• If a Seeker and Provider cannot agree on a refund, Helpa’s support team will investigate and make a final decision.
• Repeated refund requests deemed fraudulent may result in account suspension.

6. Provider-Specific Policies

• Providers may set their own cancellation/refund terms, provided they comply with Helpa’s minimum standards.
• These terms must be clearly displayed on the Provider’s profile and at checkout.

7. Contact for Refund Requests

To request a refund or dispute a transaction:

1. Log in to your Helpa account.
2. Navigate to "Bookings" → Select the relevant order → Click "Request Refund."
3. Alternatively, contact:
   Email: support@helpa.online
   Phone: +27 60 377 8457

Policy Updates

Helpa reserves the right to modify this policy. Seekers will be notified of significant changes via email or in-app alerts.