Refund and payment policy

Why this policy exists

Card networks and payment processors expect a merchant to publish a clear, findable refund policy. This policy explains when Veyzo LLC (“Veyzo”) issues refunds or adjustments, and how payment works on the Platform.

1. How payment works

A hold, then a single charge. When you submit a booking, your payment method is saved and nothing is charged or held at that time. Veyzo places an authorization hold on your payment method approximately 24 hours before your scheduled start time, or at the time of booking if the Services start within 24 hours. If the hold cannot be placed, we will ask you to update your payment method, and if it still cannot be placed we may cancel the booking without a cancellation fee. A hold is not a charge. Your bank may show it as pending and it may temporarily reduce your available balance.

The hold is larger than the estimate. It covers the high end of the estimated total shown at checkout plus an allowance for a tip, so that your booking can be settled with one charge instead of several. The amount to be held is shown to you before you confirm your booking.

When you are charged. Your payment method is charged once, after the Services are complete and you confirm completion, or the confirmation period lapses. That single charge includes any tip you add — tips are not billed separately.

The final charge is normally lower than the hold. Whatever is not charged is released by your bank, which commonly takes three to seven business days. If the final amount does exceed the hold — for example, because you approved a substantial amount of additional time or a tip larger than the allowance — we may place a new authorization or charge the full final amount, and by booking you authorize us to do so.

What you pay for. The base price for the Services, any platform or service fee, any approved additional time, any tip you choose, and any applicable cancellation fee. The estimated total including the platform fee is shown before you confirm your booking.

2. Refunds

General rule. Charges are final. Veyzo does not issue refunds based solely on dissatisfaction with the quality of the Services, because the Services are performed by independent contractors and Veyzo does not perform, supervise, or warrant the work.

When a refund or adjustment is issued. Veyzo will issue a full or partial refund where:

• You were charged for a booking that was never performed;
• You were charged an amount that does not match what was disclosed to you;
• A duplicate charge was made;
• A cancellation fee was charged in error, or a booking was cancelled by the CrewPro or for weather, safety, access, or prohibited-work reasons; or
• Applicable law requires it.

When Veyzo may issue a discretionary adjustment. Veyzo may, in its sole discretion, issue a goodwill credit or partial refund where the Services were materially not as described. This is discretionary and creating an exception once does not create an entitlement.