Refund Policy

1. Overview

This Refund Policy describes the circumstances in which Locus (operated by iSlayer Consultancy Ltd, BRN C26231244) will issue refunds to platform users. It applies to platform fees, subscription charges, and service payments processed through the Locus platform. This policy should be read together with our Terms of Service.

2. Eligibility

You may be eligible for a refund in the following cases:

• • Subscription charges: A first-time accidental upgrade or duplicate charge billed within the last 14 days.
• • Service payments: Payment was captured but the matching service was never delivered, or the provider cancelled before starting work.
• • Quality dispute: Work was completed but materially failed to meet the agreed scope, and a dispute has been resolved in the payer's favour through our escalation process.
• • Platform error: A technical error on our side caused an incorrect charge.

Refunds are not generally available for: completed work that matches the agreed scope, change-of-mind cancellations after a provider has begun work, third-party payment-gateway fees, or charges older than the eligibility window described in section 3.

3. Timeframe

• • Refund requests must be submitted within 14 days of the original charge.
• • Approved refunds are issued to the original payment method within 5–10 business days of approval. The exact timing depends on your card issuer or bank.
• • Service-payment refunds may be held until the related dispute (section 5) is resolved.

4. How to Request a Refund

1. Email [email protected] from the address registered on your account.
2. Include the transaction reference (visible in your payment history), the date of the charge, and a brief description of why you're requesting a refund.
3. Attach any supporting evidence (screenshots, photos of unsatisfactory work, correspondence with the other party).
4. Our team will acknowledge the request within 2 business days and respond with a decision within 10 business days.

5. Disputes and Escalation

For disputes between Landlords and Providers regarding completed or in-progress work:

1. Attempt resolution directly with the other party through the in-platform messaging system.
2. If direct resolution fails, file a dispute through your dashboard. Locus will mediate and review the evidence submitted by both parties.
3. Escalation decisions are made within 14 days of dispute submission. The decision will determine whether a refund (full or partial) is issued from any held funds.
4. If the dispute cannot be resolved through the platform, either party retains the right to pursue remedies under Mauritian law.

6. Chargebacks

We encourage users to contact us before initiating a chargeback with their card issuer or bank. Most issues can be resolved faster directly. Accounts associated with fraudulent chargebacks may be suspended pending investigation.

7. Contact

For refund requests or questions about this policy, contact us at:

Email: [email protected]
iSlayer Consultancy Ltd (BRN C26231244), Vacoas, Mauritius