ServiLynk Refund Policy

Prepared: May 2026

1. Introduction

ServiLynk is committed to providing fair, transparent, and customer-focused refund procedures for services booked or paid for through the platform.

This Refund Policy outlines the circumstances under which refunds, cancellations, credits, reimbursements, or compensation may be granted in connection with services facilitated through ServiLynk.

By using the ServiLynk platform, users agree to this Refund Policy and any related terms governing payments, cancellations, and dispute resolution.

2. Scope

This policy applies to:

  • Customers booking services through ServiLynk
  • Service providers using the ServiLynk platform
  • Payments processed through approved ServiLynk payment channels
  • Mobile Money, card, bank transfer, wallet, or electronic transactions facilitated through the platform

3. Definitions

“Customer” means any individual or entity requesting or purchasing services through ServiLynk.

“Service Provider” means any independent contractor, artisan, technician, company, or professional offering services through the platform.

“Refund” means a reversal or repayment of funds to a customer.

“Platform Credit” means non-cash value issued by ServiLynk for future use on the platform.

“Completed Service” means a service confirmed as delivered or substantially performed.

“Unauthorized Transaction” means a payment made without the lawful consent of the account holder.

4. Eligibility for Refunds

Customers may qualify for a full or partial refund where:

  • A booked service was not delivered
  • A service provider failed to appear without reasonable notice
  • The delivered service materially differed from the agreed scope
  • Duplicate or unauthorized charges occurred
  • Payment processing errors are confirmed
  • Fraudulent, deceptive, or misleading activity is verified
  • A provider cancels a confirmed booking without a valid reason
  • A customer was charged for a service that could not be fulfilled
  • A verified safety, misconduct, or compliance concern occurred during service delivery

Refund requests are assessed on a case-by-case basis following review and verification by ServiLynk.

5. Partial Refunds and Service Credits

In certain situations, ServiLynk may provide:

  • Partial refunds
  • Platform credits
  • Discount vouchers
  • Service rebooking assistance
  • Alternative compensation arrangements

Instead of full monetary refunds where appropriate and legally permissible.

6. Non-Refundable Situations

Refunds may not be granted where:

  • Services were completed satisfactorily as agreed
  • Dissatisfaction relates to issues outside the agreed service scope
  • The customer provided incorrect, incomplete, or misleading booking information
  • Delays or failures were caused by circumstances beyond ServiLynk’s reasonable control
  • Claims are submitted outside the approved complaint period
  • The customer refuses reasonable access required for service delivery
  • The customer changes their mind after service commencement
  • Minor service variations that do not materially affect delivery outcomes occur
  • The dispute relates to pricing clearly accepted before confirmation of the booking

7. Customer Cancellation Policy

Customers may cancel bookings subject to applicable cancellation timelines and conditions.

Depending on the timing of cancellation, the customer may:

  • Receive a full refund
  • Receive a partial refund
  • Be charged a cancellation fee
  • Forfeit certain advance payments where resources or provider time had already been committed

Cancellation terms may vary depending on the service category, provider requirements, and booking type.

8. Service Provider Cancellations

Where a service provider cancels a confirmed booking without reasonable justification, ServiLynk may:

  • Issue a refund or platform credit to the customer
  • Assist the customer in securing an alternative provider
  • Apply internal sanctions or penalties against the provider
  • Temporarily suspend or restrict the provider’s platform access

9. Independent Service Providers

Many services facilitated through ServiLynk are delivered by independent vendors, contractors, or professionals.

In such cases:

  • ServiLynk may facilitate communication and dispute resolution
  • Final liability may rest with the service provider depending on the circumstances
  • ServiLynk reserves the right to investigate complaints before approving refunds
  • ServiLynk acts primarily as a technology marketplace and intermediary platform unless expressly stated otherwise

10. Refund Request Process

Customers seeking refunds should:

  • Contact ServiLynk Customer Support promptly
  • Provide booking, payment, and transaction details
  • Submit supporting evidence where applicable, including receipts, screenshots, photographs, videos, or service records
  • Cooperate with any reasonable verification or investigation process

Refund requests may be submitted through:

ServiLynk Customer Support

Email: support@servilynk.com

Phone: +233244878784

11. Refund Request Time Limits

To facilitate timely investigations, customers are encouraged to submit refund or complaint requests within 2 weeks after the service date or transaction date.

ServiLynk reserves the right to decline stale, delayed, or unverifiable claims where investigation becomes impracticable.

12. Refund Processing Time

Approved refunds will generally be processed within a reasonable business period depending on:

  • Payment method used
  • Banking or Mobile Money processing timelines
  • Verification requirements
  • Regulatory or fraud review requirements

While ServiLynk may initiate approved refunds promptly, actual receipt timelines may vary among banks, Mobile Money operators, card issuers, or payment providers operating within Ghana.

13. Mobile Money and Electronic Payments

For payments made through:

  • Mobile Money services
  • Bank cards
  • Electronic transfer systems
  • Digital wallets or payment gateways

Refunds may be returned through the original payment channel where technically, contractually, and legally possible.

ServiLynk reserves the right to use alternative refund methods where original payment reversals are unavailable or impracticable.

14. Fraud Prevention and Investigation

ServiLynk reserves the right to:

  • Investigate suspicious refund claims
  • Request additional verification information
  • Decline fraudulent, abusive, or bad-faith refund requests
  • Suspend accounts involved in suspected abuse
  • Report unlawful activities to relevant regulatory, law enforcement, or financial authorities

Knowingly submitting false claims, manipulated evidence, or fraudulent chargebacks may result in account suspension, legal action, or permanent platform restrictions.

15. Consumer Protection and Fair Treatment

ServiLynk is committed to fair customer treatment and transparent complaint resolution practices consistent with:

  • Ghanaian contract and consumer protection principles
  • Electronic transaction standards
  • Applicable regulatory requirements
  • Principles of fairness, transparency, and responsible digital platform operations

16. Limitation of Liability

To the maximum extent permitted by applicable law, ServiLynk shall not be liable for:

  • Indirect or consequential losses
  • Loss of business opportunities
  • Loss of income or profits
  • Emotional distress or reputational harm
  • Damages arising from acts or omissions of independent service providers

Nothing in this policy excludes liability that cannot legally be excluded under Ghanaian law.

17. Force Majeure

ServiLynk shall not be responsible for delays, failures, or refund disruptions caused by events beyond its reasonable control, including:

  • Power outages
  • Network failures
  • Natural disasters
  • Civil disturbances
  • Regulatory actions
  • Payment system interruptions
  • Telecommunication failures

18. Data Protection and Privacy

Any personal data submitted during refund investigations shall be processed in accordance with:

  • The ServiLynk Privacy Policy
  • Ghana Data Protection Act, 2012 (Act 843)

Personal information shall only be used for lawful dispute resolution, verification, fraud prevention, compliance, and customer support purposes.

19. Chargebacks and Payment Disputes

Customers may also contact their:

  • Bank
  • Mobile Money provider
  • Payment processor

Where unauthorized or disputed transactions are identified.

ServiLynk encourages customers to first engage its internal dispute resolution procedures before initiating chargebacks or external complaints.

Improper or abusive chargeback activity may result in temporary transaction restrictions or account review.

20. Policy Amendments

ServiLynk reserves the right to amend this Refund Policy periodically to reflect operational, legal, technological, or regulatory changes within Ghana.

Updated versions of the policy will be communicated through official ServiLynk channels and may become effective upon publication.

21. Governing Law and Dispute Resolution

This Refund Policy shall be governed by the laws of the Republic of Ghana.

Any disputes arising under this policy may be resolved through:

  • Negotiation
  • Mediation
  • Alternative Dispute Resolution (ADR)
  • Courts of competent jurisdiction in Ghana

Users are encouraged to pursue amicable dispute resolution before commencing formal legal proceedings.