Return Policy

1. Overview

At Poneng Directory, we strive to ensure customer satisfaction with every service booking. This Return Policy outlines the terms and conditions for cancellations, refunds, and dispute resolution for services booked through our platform. Please note that as a directory platform connecting customers with independent service providers, specific policies may vary by service provider.

2. Service Cancellation Policy

Customer-Initiated Cancellations

Customers may cancel service bookings according to the following terms:

• More than 24 hours before scheduled service: Full refund of any advance payment made
• 12-24 hours before scheduled service: 50% refund of advance payment
• Less than 12 hours before scheduled service: No refund, unless the service provider agrees otherwise
• Emergency situations: Exceptions may be made for genuine emergencies with appropriate documentation

Service Provider-Initiated Cancellations

If a service provider cancels a confirmed booking:

• Customers receive a full refund of any advance payment within 5-7 business days
• We will assist in finding an alternative service provider at no additional cost
• Repeated cancellations by service providers may result in removal from our platform

3. Refund Policy

Eligibility for Refunds

Refunds may be issued in the following circumstances:

• Service provider fails to show up for a confirmed appointment
• Service quality is significantly below the agreed-upon standard
• Service provider lacks the necessary skills or equipment to complete the job
• Service is not completed as per the agreed terms
• Cancellation within the eligible timeframe as outlined above

Refund Process

To request a refund:

1. Contact our support team at [email protected] within 48 hours of the service date
2. Provide your booking reference number and detailed explanation of the issue
3. Include any supporting evidence (photos, videos, or documentation)
4. Our team will review your request within 2-3 business days
5. If approved, refunds will be processed within 7-10 business days to your original payment method

Partial Refunds

In cases where service is partially completed or partially satisfactory, we may issue a partial refund based on the extent of service provided and the nature of the issue. The refund amount will be determined on a case-by-case basis after reviewing all relevant information.

4. Non-Refundable Situations

Refunds will not be issued in the following situations:

• Customer is not present at the scheduled time and location
• Customer provides incorrect or incomplete information affecting service delivery
• Customer changes requirements after service has commenced
• Dissatisfaction based on subjective preferences when service meets agreed standards
• Cancellations made less than 12 hours before scheduled service (except emergencies)
• Services already completed to the agreed specifications
• Issues arising from customer's failure to follow service provider's instructions

5. Dispute Resolution

If you're unsatisfied with a service, we encourage you to:

1. Communicate with the service provider: Many issues can be resolved through direct communication
2. Contact our support team: If direct communication doesn't resolve the issue, reach out to us at [email protected]
3. Provide documentation: Share all relevant details, communications, and evidence
4. Mediation: We will mediate between you and the service provider to find a fair resolution
5. Resolution: We aim to resolve all disputes within 7-10 business days

6. Service Guarantee

While Poneng Directory acts as a platform connecting customers with independent service providers, we stand behind the quality of professionals listed on our platform:

• All service providers are verified and background-checked
• We monitor service quality through customer reviews and ratings
• Consistently poor-performing providers are removed from the platform
• We assist in finding alternative providers if issues arise
• Our support team is available to address concerns throughout the service process

7. Rescheduling Services

If you need to reschedule a service rather than cancel:

• Contact the service provider directly as soon as possible
• Rescheduling more than 24 hours in advance is typically free of charge
• Rescheduling within 24 hours may incur a rescheduling fee at the provider's discretion
• Multiple rescheduling requests may result in cancellation by the service provider

8. Payment Processing

Important information about payments and refunds:

• Advance payments are processed securely through our payment partners
• Refunds are issued to the original payment method used for booking
• Processing time for refunds may vary depending on your bank or payment provider
• Transaction fees are non-refundable in case of customer-initiated cancellations
• For payment-related queries, contact [email protected]

9. Exceptions and Special Circumstances

We understand that exceptional circumstances may arise. In cases of natural disasters, medical emergencies, or other unforeseen events, we will work with you to find a fair solution. Please contact our support team with appropriate documentation, and we will review your situation on a case-by-case basis.

10. Changes to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes constitutes acceptance of the new policy. We encourage you to review this policy periodically.

11. Contact Information

For questions about this Return Policy or to request a refund, please contact us: