PrimeServe Refunds & Cancellation Policy

(Last Updated: [Insert Date])

1. Purpose

This Refunds & Cancellation Policy explains how PrimeServe Inc. (“PrimeServe,” “we,” “our,” or “us”) manages all payments, subscription fees, cancellations, and refund requests made by Freelancers / Service Providers, Clients / Employers, and Users of our platform.

Our goal is to maintain fairness, transparency, and trust while ensuring compliance with Canadian consumer and business laws.

2. General Policy

PrimeServe operates as a digital services and marketplace platform, connecting verified Personal Support Workers (PSWs), cleaning professionals, and other freelancers with clients and employers.

All payments processed through PrimeServe are subject to this policy and our Terms & Conditions.
Users agree to this policy by subscribing to, booking, or using our services.

3. Subscription Fees

a. Freelancers / Service Providers

  • Freelancers pay a monthly subscription fee (e.g., $10 CAD) to maintain access to PrimeServe’s job listings, client connections, and professional tools.
  • Subscription fees are non-refundable, as access to digital tools and visibility is granted immediately upon payment.
  • If a freelancer cancels mid-cycle, access remains active until the end of the current billing period.

b. Clients / Employers

  • Employer subscription plans ($49 – $499 CAD/month) are non-refundable once access is granted to job posting tools and freelancer listings.
  • Employers may cancel renewal anytime before the next billing cycle through their account settings or by contacting support at support@primeserve.ca

4. Service Payments & Commissions

  • Clients pay PrimeServe directly for each confirmed booking.
  • PrimeServe releases payments to freelancers once the client confirms service completion.
  • In cases of verified service failure, PrimeServe may hold funds temporarily while investigating.

Refund Eligibility for Clients:

Refunds will only be issued if:

  1. The booked freelancer did not provide the agreed service, and
  2. The client notifies PrimeServe in writing within 72 hours of the scheduled service, and
  3. The issue is verified after review.

Once approved, refunds are processed within 7–10 business days to the original payment method.

Deductions:

Administrative or processing fees (up to 5%) may apply on refunded transactions.

5. Cancellation of Bookings

  • Clients can cancel bookings up to 24 hours before the scheduled start time without penalty.
  • Cancellations made within 24 hours may incur a partial fee to compensate the freelancer for the short notice.
  • Freelancers cancelling confirmed jobs must provide at least 48 hours’ notice or risk account penalties.

PrimeServe reserves the right to suspend users with excessive or bad-faith cancellations.

6. Disputes and Mediation

  • PrimeServe will investigate all claims impartially, reviewing records, chat history, and any supporting evidence.
  • If a fair resolution cannot be reached, the matter may proceed to arbitration as per our Terms & Conditions (Section 12).

7. Non-Refundable Scenarios

Refunds will not be issued for:

  • Subscription renewals after the billing date.
  • Dissatisfaction with a freelancer’s performance after full service delivery (unless verified misconduct).
  • Technical or system issues outside PrimeServe’s control (e.g., device/browser problems).
  • Circumstances where PrimeServe acted in accordance with stated terms and due process.

8. Refund Processing

  • Approved refunds are credited to the original payment method.
  • Processing time: 7–10 business days after confirmation.
  • PrimeServe will provide written confirmation once a refund has been initiated.

9. Fraud, Misrepresentation, and Chargebacks

PrimeServe maintains a zero-tolerance policy for fraudulent chargebacks or misrepresentation.
Users who submit false claims or dispute legitimate charges may have their accounts suspended, and legal or collection actions may be pursued.

Fraudulent refund requests or chargebacks will be treated as contractual violations under Canadian law.

10. Changes to this Policy

PrimeServe may update this Refund Policy periodically to reflect operational or legal changes.
All updates will be posted on our website with the revised “Last Updated” date.

11. Contact Information

For refund, cancellation, or billing inquiries, contact:

PrimeServe Billing & Support Department
support@primeserve.ca +1 437 213 9483