Quick Summary TL;DR
Poorly provided or unperformed services, when paid through our platform, may be refunded fully or partially, depending on the damage verified by our team and the terms below.
1. Service Delivery
Definition of “delivery”
Delivery is considered complete when the contracted work is effectively concluded and there is confirmation of completion by the client through the Rerbe app or website.
Delivery timeframe
The suggested completion time is informed at the time of contracting and may vary depending on the type of service and location.
Completion confirmation
The client must register on the app/website that the service was performed as agreed. This confirmation starts the time count for this policy.
2. Warranty & Refund
We offer a 30-day warranty for poorly executed services or those that do not match the contracted scope.
What it covers
- Redoing the service by the professional, when feasible;
- Full or partial refund, depending on case analysis and the damage.
What it does not cover
- Misuse by the client after delivery;
- Unauthorized modifications to the work by the client or third parties;
- Conditions outside the originally contracted scope.
The solution (redo or refund) is determined after Rerbe's technical analysis and may require evidence of the problem.
3. Request Deadline
The client has up to 30 calendar days from the date of completion confirmation to request a refund or rework.
4. Request Procedure review time: up to 5 business days
- Send an email to contact@rerbe.com with:
- Detailed description of the problem;
- Proof (photos, videos, or screenshots, if applicable);
- Order number and completion date.
- Follow the support ticket we will send you by email.
- Rerbe will analyze the case and respond with the proposed solution (redo or refund).
To speed up processing, include in the email subject: [Refund] #OrderNumber.
5. Retention & Transfer of Funds
- In case of execution issues, Rerbe may withhold the amount from the professional until both parties reach an agreement or the review is completed.
- Important: if the payment is not made through the platform, no payment will be transferred to the professional via Rerbe.
Cases of unperformed service (provider did not carry out the service) paid through the platform are eligible for a full refund, except when the client has directly contributed to the impossibility of execution (e.g., absence, incorrect address, etc.).
6. Contact
Questions about this policy? Contact us:
Email: contact@rerbe.com