Refund Policy

Wizcart Global Refund Policy

Effective Date: August 24, 2025

Last Updated: August 24, 2025

1.0 Our Commitment to a Fair Marketplace

1.1 Policy Overview and Scope

This Global Refund Policy ("Policy") outlines the terms, conditions, and processes governing refunds for services booked through the Wizcart platform. It is designed to provide a transparent, fair, and reliable framework for Customers and Service Providers, ensuring that all transactions are conducted with integrity and are compliant with the applicable consumer protection laws in the United States, Canada, and India.

This Policy applies exclusively to payments processed directly through the Wizcart platform for services booked via the platform. Any agreements, transactions, or payments made between a Customer and a Service Provider outside of the Wizcart platform ("off-platform transactions") are strictly prohibited by our Terms of Service and are not covered by any of the protections, guarantees, or refund provisions described herein.

1.2 Key Definitions

Customer: An individual or entity that books and pays for a service offered by a Service Provider through the Wizcart Platform.
Service Provider (or "Pro"): An independent individual or business entity that offers and delivers professional services to Customers through the Wizcart Platform.
Platform: The Wizcart website, associated mobile applications, and all related services and tools operated by Wizcart.
Service Agreement: The binding agreement formed between a Customer and a Service Provider upon booking. This agreement's terms are defined by the service description, selected options, price, schedule, and the entirety of the written communication exchanged between the parties exclusively through the Wizcart messaging system. This on-platform record is the sole source of truth for dispute resolution.
Service Deficiency: An objective and verifiable failure in the delivery of a service, as further defined in Section 2.3.

2.0 Eligibility for a Refund

A Customer may be eligible for a full or partial refund under the specific circumstances outlined below. All refund requests are subject to review and verification by Wizcart's Trust & Safety team.

2.1 Service Non-Delivery or Provider No-Show

A Customer is eligible for a full refund if a Service Provider fails to deliver the agreed-upon service. This includes situations where the provider does not arrive at the service location or fails to perform the service on the agreed-upon date without the Customer's documented consent.

Legal Basis: This is a fundamental consumer right. In the United States, it is protected under the Fair Credit Billing Act (FCBA), 15 U.S.C. § 1666, which covers "services not delivered." In Canada, provincial laws like Ontario's Consumer Protection Act, 2002 and British Columbia's Business Practices and Consumer Protection Act grant refund rights if services are not delivered within 30 days of the agreed date. In India, this constitutes a "deficiency of service" under the Consumer Protection Act, 2019.

2.2 Service Significantly Not as Described

A Customer may be eligible for a full or partial refund if the service rendered is materially and demonstrably different from the Service Agreement documented on the Platform. This determination is objective and not based on subjective preferences.

Legal Basis: This aligns with the FCBA's protection for services "not as described." Canadian provincial laws, such as Alberta's Consumer Protection Act, prohibit "unfair practices," including misrepresenting the quality or standard of a service.

2.3 Deficient or Poor Quality of Service

A refund may be issued if the Customer provides objective, verifiable evidence of a Service Deficiency, defined as a demonstrable failure by the provider to perform the service with the skill and care reasonably expected in their trade, leading to a faulty, incomplete, or unsafe outcome. This is not based on subjective dissatisfaction.

Legal Basis: This standard is based on the legal concept of "deficiency" as defined in Section 2(11) of India's Consumer Protection Act, 2019, which refers to any "fault, imperfection, shortcoming or inadequacy in the quality, nature and manner of performance." It also aligns with the legal warranty of service quality under Quebec's Consumer Protection Act.

2.4 Cancellations Qualifying for a Refund

Cancellation by Service Provider: If a provider cancels a confirmed booking at any time, the Customer is automatically entitled to a full refund.
Customer Cancellation: A Customer may be eligible for a refund according to our Cancellation Policy.
Jurisdictional Note: For Customers in the United States and Canada, a cancellation fee may be deducted if the cancellation occurs outside the free cancellation window. However, for Customers in India, in compliance with Rule 6(d) of the Consumer Protection (E-commerce) Rules, 2020, Wizcart will not impose any cancellation charges after an order is confirmed.

2.5 Platform Technical Errors

A Customer is eligible for a full refund for any charges resulting from a verifiable technical error on the Wizcart Platform, such as duplicate billing.

Legal Basis: This is explicitly covered as a "billing error" under the Fair Credit Billing Act (FCBA) in the United States.

3.0 Non-Refundable Scenarios

Wizcart will generally not issue refunds in the following situations:

Subjective Dissatisfaction: The service was completed per the Service Agreement, but the Customer is unhappy with a matter of personal taste.
Customer-Provided Misinformation: The service failure is a direct result of incorrect or incomplete information provided by the Customer (e.g., wrong address, inaccurate measurements).
Customer Cancellations Outside Permissible Window: As detailed in our Cancellation Policy (subject to the rules for India noted in Section 2.4).
Change of Mind After Service Completion: The service was fully rendered as agreed.
Off-Platform Agreements: Any side agreements or payments made outside the Wizcart Platform are not covered.

4.0 The Refund and Dispute Resolution Process

Wizcart provides a structured process to ensure fair and efficient resolution.

Step 1: Initiate a Formal Refund Request: Within 72 hours of the service completion time, the Customer must submit a request through the Platform, providing the booking details, reason, and a clear explanation.
Step 2: Submit Evidence: The Customer must upload clear, objective evidence supporting the claim (e.g., photos, videos, screenshots of on-platform messages). The burden of proof lies with the claimant.
Step 3: Service Provider Response: The Service Provider is notified and has 48 hours to respond by accepting the refund, proposing a partial refund, or contesting the request with their own evidence. Failure to respond may result in a default judgment for the Customer.
Step 4: Wizcart Mediation and Final Decision: If the request is contested, the case is escalated to Wizcart's Trust & Safety team, which acts as a neutral mediator. The team will review all evidence and aims to issue a final, binding decision within 5-7 business days. This structured timeline is inspired by the procedural requirements of laws like the FCBA.
Step 5: Issuing the Refund: Approved refunds are processed within 5-10 business days to the original method of payment. Refunds may be issued as Platform Credit only with the Customer's explicit consent.

5.0 Implications for Service Providers

Participation: Service Providers are required to participate in the dispute process in good faith.
Impact on Payouts: When a dispute is initiated, the Payout for that service is placed on hold.
Full Refund: The Service Provider receives no Payout.
Partial Refund: The Payout is the remaining balance after the refund is deducted.
Wizcart Commission: Wizcart will not collect its commission on any amount that is refunded to the Customer. Our commission is earned only on successfully completed and undisputed services.

6.0 Legal Compliance and Jurisdictional Notices

This Policy is designed to comply fully with the consumer protection laws of the jurisdictions in which Wizcart operates.

6.1 United States of America

Fair Credit Billing Act (FCBA), 15 U.S.C. § 1666: For credit card transactions, this Policy aligns with your rights under the FCBA to dispute "billing errors," including charges for services "not delivered" or "not as described." Our internal process does not limit or waive your statutory right to initiate a chargeback with your card issuer.
State Laws: This Policy is designed to meet and exceed the standards set by state-level consumer protection laws that prohibit unfair and deceptive trade practices.

6.2 Canada

This Policy complies with provincial consumer protection legislation.

Ontario (Consumer Protection Act, 2002): Upholds your right to a remedy for "unfair practices" (e.g., misrepresentation) and to a refund if services are not delivered within 30 days of the agreed date.
British Columbia (Business Practices and Consumer Protection Act): Grants you the right to cancel a distance sales contract (online booking) if services are not supplied within 30 days of the supply date. This Policy serves as the clear disclosure of our refund terms as required by the Act.
Alberta (Consumer Protection Act): Protects you from "unfair practices" and allows for the cancellation of internet contracts over $50 if the service is not delivered within 30 days of the specified date.
Quebec (Consumer Protection Act): This Policy will be interpreted to provide all rights guaranteed under Quebec law, including the legal warranty that services must be fit for their intended purpose and broad rights to cancel online contracts.

6.3 India

Consumer Protection Act, 2019: This Policy fully adheres to this Act. Our definition of "Deficient or Poor Quality of Service" is directly based on the definition of "deficiency" in Section 2(11) of the Act.
Consumer Protection (E-commerce) Rules, 2020: As a marketplace e-commerce entity, Wizcart strictly adheres to these rules. In compliance with Rule 6(d), we do not impose cancellation charges on consumers in India after an order is confirmed. This Refund Policy is prominently displayed on our Platform as required.

7.0 Policy Amendments and Contact Information

7.1 Right to Amend

Wizcart reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the revised Policy on the Platform. Your continued use of the Platform constitutes acceptance of the revised Policy.

7.2 Questions and Policy Clarification

For any questions or clarification regarding this Refund Policy, please contact Wizcart's Customer Support team via email at support@wizcart.com.