Effective Date: 14 November 2026
Last Updated: 14 November 2026
Platform: RivServices
Website: https://services.rivservices.online
RivServices is committed to promoting fair, transparent and reliable transactions between customers and independent service providers.
This Refund Policy explains the circumstances under which customers may request refunds for services booked or paid for through the RivServices platform.
Our objective is to ensure that refund requests are handled fairly, consistently and in accordance with applicable consumer protection and payment regulations.
By using RivServices, customers and service providers agree to comply with this policy and the applicable Terms and Conditions.
This policy applies to transactions made through RivServices where the platform facilitates or records the relevant payment.
Refund arrangements may differ depending on:
The service booked.
The payment method used.
Whether the provider has accepted the booking.
Whether the service has commenced or been completed.
The applicable cancellation conditions.
The payment arrangement between the customer and provider.
Where payment is made directly to a service provider outside the platform, the refund may need to be arranged directly with that provider, subject to applicable law and any agreement between the parties.
A customer may be eligible for a full or partial refund in circumstances including:
Where a provider cancels a confirmed booking and cannot provide an acceptable alternative arrangement, the customer may request a refund of the amount paid for the undelivered service.
Where a provider fails to deliver a confirmed and paid-for service without reasonable justification, the customer may submit a refund request for review.
Where a customer is charged more than once for the same transaction, the verified duplicate payment may be eligible for a refund.
Where a payment is made in error, customers may submit the transaction details for investigation.
Where a service materially differs from the confirmed booking or agreed description, the customer may submit a complaint and request an appropriate resolution.
Refunds may also be provided where required by applicable consumer protection laws or other legal obligations.
A refund may not ordinarily be granted in the following circumstances:
The customer changes their mind after the service has been properly delivered.
The customer provides incorrect booking information that prevents service delivery.
The customer fails to attend or make themselves available for an appointment, where applicable cancellation conditions were disclosed and accepted.
The customer cancels after the service has commenced, except where a refund is justified by the circumstances or applicable law.
The service has been completed in accordance with the confirmed agreement and no valid complaint has been established.
These conditions do not remove any mandatory consumer rights under applicable law.
A partial refund may be considered where:
Only part of an agreed service was delivered.
The customer and provider agree on a partial refund.
A service was partially completed but did not meet the agreed requirements.
A reasonable and legally permissible deduction applies to work already completed or costs properly incurred.
Any deduction must be justified, proportionate and consistent with the applicable booking agreement and law.
Customers requesting a refund should contact RivServices through the official support channels available on the website.
To help us investigate, customers should provide:
Full name and registered contact information.
Booking reference or transaction reference.
Name of the service provider.
Date of booking and payment.
Amount paid.
Reason for requesting the refund.
Supporting evidence, where available.
Customers should submit refund requests as soon as reasonably possible after identifying the issue.
RivServices may request additional information where necessary to assess a claim.
Every refund request will be reviewed based on the available evidence, booking information, payment records and applicable service conditions.
During the review process, RivServices may:
Verify the payment transaction.
Review booking and cancellation records.
Request clarification from the customer.
Contact the relevant service provider.
Review supporting documents or communications.
Determine whether a full refund, partial refund or other resolution is appropriate.
Submitting a refund request does not automatically guarantee approval.
Where a refund is declined, the customer may request an explanation through the official support channels.
Once a refund has been approved, it will be initiated through the applicable payment channel.
The time required for the funds to appear in the customer's account may depend on the payment provider, bank or financial institution.
Customers should allow the applicable payment processor's normal processing period before reporting a refund as delayed.
RivServices will provide relevant refund confirmation or transaction references where available.
Where payment processing charges or other transaction fees apply, their treatment will depend on the applicable payment arrangement, the disclosed transaction terms and relevant laws.
No deduction will be made from a customer's refund unless it has a lawful and clearly disclosed basis.
Service providers are expected to:
Deliver services in accordance with confirmed booking details.
Communicate promptly when a booking cannot be fulfilled.
Cooperate with legitimate refund investigations.
Provide relevant information about disputed transactions.
Avoid misleading customers about refund conditions.
RivServices may review provider accounts where repeated complaints, unjustified cancellations or suspected fraudulent activities are reported.
Appropriate platform action may include warnings, restrictions or suspension, depending on the circumstances.
Customers who believe a payment was unauthorised or incorrectly processed should contact their bank or payment provider and notify RivServices through the official support channels.
RivServices may investigate disputed transactions and provide relevant booking or payment records to authorised payment partners where legally permitted.
Customers should avoid submitting duplicate claims through multiple channels without providing relevant reference information.
RivServices reserves the right to investigate suspected fraudulent, misleading or abusive refund requests.
Where evidence of abuse is established, we may take appropriate action, including restricting account access or referring matters to relevant authorities where required by law.
Where promotional offers, discounts, vouchers or special pricing are used, refund calculations will take into account the actual amount paid and the applicable promotional conditions.
Promotional benefits may not be converted into cash unless expressly stated or required by applicable law.
RivServices may use authorised third-party payment processors and financial institutions to facilitate transactions.
Refund processing may be subject to the operational procedures of these providers.
RivServices will take reasonable steps to initiate approved refunds through the appropriate payment channel but cannot guarantee the processing speed of independent financial institutions.
RivServices may revise this Refund Policy to reflect changes in its services, payment arrangements, marketplace operations or applicable legal requirements.
Updated versions will be published on the website with a revised effective or last-updated date.
Users are encouraged to review this policy periodically.
For refund requests, payment complaints or transaction enquiries, please contact RivServices through the official support channels published on our website.
RivServices
Website: https://services.rivservices.online
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