Refund Policy

1. Overview

At Servana Pro, we want you to be completely satisfied with our services. This refund policy outlines the circumstances under which refunds may be issued, the process for requesting a refund, and our commitment to resolving any issues fairly and promptly. This policy applies to all services booked through our Platform.

2. Eligibility for Refunds

You may be eligible for a full or partial refund in the following situations:

• Service Not Provided: If the professional fails to show up for the scheduled appointment without prior notice and you are unable to reschedule within a reasonable time.
• Unsatisfactory Service: If the service provided does not meet reasonable quality standards, as determined by Servana Pro after reviewing evidence provided by you and the professional.
• Double Payment: If you were accidentally charged twice for the same service.
• Cancellation Before Appointment: If you cancel your appointment at least 24 hours before the scheduled time.
• Partial Service Completion: If the professional is unable to complete the full service due to unforeseen circumstances and you agree to a partial refund.

3. Non-Refundable Situations

Refunds will NOT be issued in the following cases:

• Cancellations made less than 24 hours before the scheduled appointment.
• If you are not available at the scheduled time and the professional arrives as planned.
• Services that have been fully completed to your satisfaction.
• If you change your mind after the service has started.
• Damage caused by your own actions or negligence.
• Any services or products not provided by Servana Pro.

4. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer support team within 7 days of the service date or scheduled appointment.
2. Provide your booking reference number, date of service, and a detailed explanation of the issue.
3. Submit any supporting documentation or photos (if applicable) to help us evaluate your request.
4. Our team will review your request and respond within 48 hours.

You can contact us via email at servanapro@gmail.com, through our in-app support, or via our contact form on the website.

5. Refund Process

Once your refund request is approved, we will process it within 5-7 business days. The refund will be credited to the original payment method used for the booking. Please note that it may take additional time for your bank or credit card company to reflect the refund in your account, depending on their processing times.

For payments made via local Nepalese digital wallets (such as eSewa, Khalti, or IME Pay) or bank transfers, the refund timeline may vary and will be processed in accordance with the respective provider's policies.

6. Partial Refunds

In some cases, we may offer a partial refund if only a portion of the service was unsatisfactory or if the work was partially completed. The amount of the partial refund will be determined based on the circumstances of each case, taking into account the work completed, time spent, and any additional costs incurred.

7. Dispute Resolution

If you are not satisfied with our decision regarding your refund request, you may escalate the issue to our customer support manager for further review. We are committed to resolving disputes in a fair and timely manner.

8. Changes to This Policy

We reserve the right to modify or replace this Refund Policy at any time. We will notify you of any changes by posting the new policy on this page and updating the "Last updated" date at the top of this policy.

9. Contact Us

If you have any questions about our refund policy or need to request a refund, please contact us at servanapro@gmail.com.