Refund Policy

1. Overview

LocalPro uses an escrow system to protect clients and providers. Refunds relate exclusively to funds held in escrow — they are not applicable to fees charged by LocalPro for platform access, bid credits, featured listing upgrades, or training enrolments unless stated otherwise. This policy explains when escrow refunds are issued, the process for requesting one, and timelines for processing.

2. When You Are Eligible for a Refund

A full or partial refund of the escrowed job amount (excluding the platform service fee) may be issued in the following situations:

2a. Cancellation Before Work Starts

• If you cancel the job after funding escrow but before the provider has started work, you are eligible for a full refund of the escrowed job amount.
• The non-refundable platform service fee will not be returned.
• Cancellation must be made by contacting support or using the in-dashboard cancel option while the job is in “Pending Start” status.

2b. Provider No-Show or Abandonment

• If the provider fails to start the job within the agreed timeframe without prior notice, or abandons a job already in progress without completing the agreed scope, you may request a full refund of unearned escrow funds.
• LocalPro will investigate and may request evidence (e.g., screenshots of messages, photos).

2c. Dispute Resolution in Client's Favour

• If you raise a dispute and LocalPro's review determines the work was not completed or does not meet the agreed standard, a full or partial refund of the escrowed amount may be issued.
• The extent of the refund will reflect the proportion of work that was found to be unsatisfactory.

2d. Platform Error

• If a technical error on the LocalPro platform causes a double charge or incorrect payment amount, a corrective refund will be issued promptly on investigation and confirmation by our team.

3. Non-Refundable Fees

The following are not refundable under any circumstances:

• Platform service fee — charged to clients at checkout and deducted from the total at time of payment.
• Bid credits — purchased or granted to providers for submitting proposals; consumed upon bid submission and non-refundable regardless of whether the bid is accepted.
• Featured listing upgrades — fees paid to feature a job posting are non-refundable once the listing has been published and activated.
• Training course or module enrolment fees — non-refundable after the course content has been accessed.
• Loyalty or promotional credits — non-transferable and have no cash value.
• Payment processing fees — fees charged by PayMongo or PayPal are non-refundable once a transaction is initiated.

4. When Refunds Are NOT Issued

• You have already released escrow funds to the provider — once funds are released, the transaction is final and cannot be reversed by LocalPro.
• Funds were auto-released to the provider after 7 days without a dispute being raised — you must raise a dispute within the 7-day window.
• You are dissatisfied with the work but did not raise a dispute within the 7-day window after the provider marked the job complete.
• Your refund request is based on a change of mind after work has been completed to the agreed standard.
• The dispute was resolved in the provider's favour.

5. How to Request a Refund

1. Via dispute — If the job is still in progress or the provider has just marked it complete, navigate to the job in your dashboard and click “Raise Dispute”. Provide a clear description of the issue and any supporting evidence (photos, messages). LocalPro will review within 5–10 business days. See the Dispute Resolution Policy.
2. Via support — For cancellations, provider no-shows, or platform errors, email support@localpro.asia with your job ID, account email, and a description of the issue. Our team will respond within 2 business days.

6. Refund Processing Timeline

• LocalPro wallet credit — Approved refunds credited to your LocalPro wallet are processed within 1 business day of the decision.
• Original payment method (card/e-wallet) — Refunds returned to your original payment method are processed within 3–7 business days after approval, depending on your bank or e-wallet provider.
• LocalPro is not responsible for delays caused by banks, card networks, or e-wallet providers beyond our control.

7. Chargebacks

Initiating a chargeback with your bank or card issuer without first contacting LocalPro support is a violation of this Policy and our Terms of Service. If a chargeback is initiated, LocalPro reserves the right to suspend the account, withhold related escrow funds, and contest the chargeback with the payment processor. Accounts with fraudulent chargeback patterns may be permanently banned.

8. Contact

For refund questions or to request a refund, please reach out:

• 📧 support@localpro.asia
• 🌐 localpro.asia