Refund and Cancellation Policy
Effective Date: 12/13/2025
This Refund and Cancellation Policy governs the terms under which transactions processed via the Vision R mobile application and platform are eligible for cancellation, refunds, or dispute resolution. This policy is an integral part of the Vision R Terms and Conditions.
1. General Principles and Vision R's Role
- Intermediary Status: Vision R (EarthyGreen Eco (Pvt) Ltd) acts solely as a technology intermediary connecting Domestic Users (DU) with independent Service Providers (SP), Waste Collectors (WC), and Merchant Partners (MP). We are not the direct provider of any service or goods.
- Final Decision: All refunds and cancellations are subject to review by Vision R. Our decision on whether a refund is warranted, based on evidence provided by all parties, shall be final.
2. Cancellation Policy (Before Service/Delivery)
Cancellation rules apply before the Service Provider (SP) or Merchant Partner (MP) commences the job, initiates delivery, or before the full payment/deposit obligation is met.
| Transaction Type | Policy | Consequence |
|---|---|---|
| Scheduled Home Service (SP) | Free cancellation is permitted before any required payment or deposit is processed. Cancellation is also free if done within the specified grace period (e.g., 5 minutes) of the SP accepting the job, provided no pre-payment was required. | Full refund of any pre-payment/deposit (if already made). |
| Scheduled Home Service (SP) | Cancellation requested after the grace period AND after payment or required deposit has been processed, or after the SP has commenced preparatory work (e.g., procurement of materials). | Cancellation Fee (determined by the SP and displayed at booking) will be charged to the DU, deducted from the payment/deposit made. |
| Merchant Discount Item (MP) | Cancellation is only possible before the MP confirms the order and/or ships the item. Once the Delivery Confirmation Code (DCC) is provided, cancellation is not possible. | Full refund of payment processed. |
| Waste Pickup (WC) | Cancellation is free if done prior to the time limit (e.g., 2 hours) before the scheduled pickup time. | No consequence. |
3. Refund Policy (After Service/Delivery)
Refund eligibility is determined by the method of payment and the point of delivery/arrival confirmation.
3.1. Delivery Confirmation Code (DCC) - Applicability
The Delivery Confirmation Code (DCC) is a unique, one-time code provided to the Domestic User (DU) via the App for all Service Provider (SP) and Merchant Partner (MP) transactions.
- DCC is required for: Scheduled Home Services (upon SP arrival) and Merchant Item delivery.
- DCC is NOT required for: Waste Collection (WC) transactions, which are verified by weight/quantity.
Providing the DCC to the SP/MP is the explicit, irrevocable action by the DU that confirms receipt of the goods or commencement of the service. Once the DCC has been provided and entered by the SP/MP, the transaction is irrevocably moved from the "Cancellation" stage to the "Post-Delivery Dispute" stage.
3.2. Disputes for Card Payments (Under the 3-Day Hold)
For transactions with SP and MP where the Domestic User pays via card and the funds are temporarily held by Vision R (for 3 days after DCC entry):
| Issue | Verification Requirement | Outcome |
|---|---|---|
| Non-Delivery/Service Failure | The Domestic User must NOT provide the DCC. The dispute must be reported immediately if delivery is refused or failed. Vision R will investigate the claim using platform data and communication logs. | If the DCC was not provided and the claim is substantiated, a Full Refund will be processed to the DU's original payment method. |
| Substandard Quality/Major Defect | The issue must be reported within the 3-day hold period which commences immediately upon the DCC being provided to the SP/MP. The DCC confirms acceptance of the provider's arrival/delivery, not guaranteed satisfaction of quality. Vision R facilitates mediation. | If mediation fails, Vision R reserves the right to determine a Partial or Full Refund based on the evidence, before releasing final settlement. |
3.3. Cash Payments (Immediate & Final)
For transactions settled by the Domestic User directly using cash or Cash on Delivery (COD):
- No Platform Recourse: Cash payments are considered immediate and final upon exchange.
- User Responsibility: The Domestic User assumes full and sole responsibility for inspecting and verifying the quality and conformity of the goods or services at the precise moment of payment.
- Liability: Vision R shall not process refunds or engage in mediation for disputes arising from cash payments. All disputes must be resolved directly between the Domestic User and the respective Service Provider or Merchant Partner.
3.4. Eco-Points Refunds (Waste Collection Rewards)
- Rewards Finality: Rewards issued in the form of Eco-Points (Student or DU) for waste collection are considered final once the Waste Collector (WC) confirms the quantity and the points are credited.
- Disputes: Any dispute regarding the quantity or value of points awarded must be raised within 24 hours of the completion of the waste collection.
4. Refund Processing
- Method: All eligible refunds will be processed back to the original payment method used for the purchase (i.e., credit card, bank account linked to the Wallet).
- Timeline: Once a refund is approved by Vision R, processing may take 5-7 business days to appear in the User's statement, depending on the banking institution.
5. Changes to this Policy
Vision R reserves the right to change or update this Policy at any time. Any changes will be posted on the Platform immediately. Your continued use of the Platform signifies your acceptance of the revised Policy.