Refund & Cancellation Policy

At BettaTrust, we are committed to providing a fair, transparent, and secure experience for both Customers and Professionals. This Refund & Cancellation Policy explains when bookings may be cancelled, when refunds may be issued, and how payments are handled.

By using BettaTrust, you agree to this Policy.

1. Purpose

This Policy protects both Customers and Professionals by ensuring that cancellations, refunds, and payment disputes are handled fairly while maintaining trust across the BettaTrust Platform.

2. Platform Payments Only

To qualify for any refund, cancellation assistance, customer protection, or dispute resolution, all bookings and payments must be made through the official BettaTrust Platform.

Payments made directly to a Professional outside BettaTrust are not covered under this Policy.

3. Free Cancellation Before Confirmation

Customers may cancel a booking at no cost if:

• No Professional has accepted the booking.
• OR
• The booking has not yet been confirmed.

4. Cancellation Before the Professional Travels

Customers may cancel without penalty if the assigned Professional has not yet begun travelling to the service location.

Any payment already made will be refunded in accordance with this Policy.

5. Cancellation After the Professional Has Started Travelling

If a Customer cancels after the Professional has already travelled or incurred approved expenses, BettaTrust may deduct reasonable costs, including:

• Transportation expenses
• Approved material purchases
• Inspection or assessment fees (where applicable)
• Other reasonable costs supported by evidence

The remaining balance, if any, will be refunded to the Customer.

6. Cancellation After Work Has Started

Once work has begun, refunds are generally not available for services already completed.

If only part of the service has been completed, BettaTrust may determine a fair refund based on:

• Work completed
• Materials used
• Time spent
• Evidence provided by both parties

7. Professional Cancellation

If a Professional cancels after accepting a booking without a valid reason, BettaTrust may:

• Refund the Customer in full.
• Assign another verified Professional.
• Suspend or remove the Professional.
• Reduce the Professional's performance rating.
• Apply penalties where permitted.

8. Customer No-Show

If the Customer is unavailable at the agreed location or cannot be contacted within a reasonable waiting period, the booking may be treated as a Customer cancellation.

Applicable charges may include:

• Professional travel costs
• Waiting time
• Other approved expenses

9. Unsatisfactory Service

If a Customer believes the service was not completed properly, they should notify BettaTrust as soon as possible.

BettaTrust may:

• Review evidence.
• Contact both parties.
• Request photographs or videos.
• Arrange further inspection where appropriate.
• Recommend corrective work.
• Issue a full refund, partial refund, service credit, or other fair resolution where justified.

Refund decisions are based on the facts of each case.

10. Services Not Eligible for Refund

Refunds may not be available where:

• The service was completed as agreed.
• The Customer changes their mind after completion.
• Delays were caused by the Customer.
• The Customer provided incorrect information.
• The Customer prevented completion of the work.
• Damage resulted from misuse after completion.
• Work was altered by another person after completion.

11. Materials Purchased

Materials purchased specifically for a Customer's project may not be refundable if:

• They cannot reasonably be returned.
• They were custom-made.
• They have already been installed.
• They have been damaged after delivery.

12. Emergency Services

Emergency services often require immediate dispatch.

Where a Professional has already been dispatched, cancellation fees may apply even if work has not yet started.

13. Refund Method

Approved refunds will normally be returned through the original payment method used on the BettaTrust Platform.

Refund processing times may vary depending on the payment provider or financial institution.

14. Processing Time

Once approved, refunds are generally processed within 5–10 business days, although actual receipt may vary depending on banks and payment providers.

15. Payments Outside BettaTrust

BettaTrust does not provide refunds, payment recovery, guarantees, customer protection, or dispute resolution for:

• Cash payments made directly to Professionals.
• Direct bank transfers.
• Mobile money payments made outside the Platform.
• Cryptocurrency payments outside the Platform.
• Any private payment arrangement between a Customer and a Professional.

Customers and Professionals who choose to transact outside BettaTrust do so entirely at their own risk.

16. Fraudulent Refund Requests

Customers who intentionally submit false refund requests may face:

• Refund denial.
• Account suspension.
• Permanent account termination.
• Legal action where appropriate.

17. Professional Misconduct

Where BettaTrust determines that a Professional has acted fraudulently or breached Platform standards, BettaTrust may:

• Suspend or permanently remove the Professional.
• Withhold pending payouts where permitted by law or contract.
• Refund the Customer where appropriate.
• Report unlawful conduct to the relevant authorities.

18. BettaTrust Customer Protection

When you book and pay through BettaTrust, you benefit from:

• ✔ Verified Professionals
• ✔ Secure Platform Payments
• ✔ Transparent Pricing
• ✔ Customer Support
• ✔ Fair Complaint Handling
• ✔ Refund Assessment
• ✔ Service History
• ✔ Payment Records
• ✔ Ongoing Quality Monitoring
• ✔ Platform Dispute Resolution

These protections apply only to services booked and paid for through the BettaTrust Platform.

19. Policy Updates

BettaTrust may update this Policy from time to time to reflect changes in our services, applicable laws, or operational requirements.

The latest version will always be available on our website and mobile application.

20. Contact Us

BettaTrust

Website: www.bettatrust.com

Email: hello@bettatrust.com

Customer Support: support@bettatrust.com