Effective Date: February 14, 2025
At Frenvi, we are committed to providing a seamless experience for both clients (task posters) and service providers (task acceptors). These policies outline the terms related to cancellation, refunds, returns, shipping, and delivery within the Frenvi platform.
1. Cancellation Policy
For Clients (Task Posters)
- A task can be canceled free of charge up to 1 hour before the scheduled start time.
- If canceled within 1 hour of the task start time or after the task has begun, cancellation charges will be applicable.
- If a client fails to notify about a cancellation and the service provider arrives at the location, a no-show fee (minimum 20% of task value) will be charged.
For Service Providers (Task Acceptors)
- If a service provider cancels within 1 hour of the task start time, they may face penalties, such as temporary suspension from accepting tasks.
- Repeated last-minute cancellations may lead to a temporary or permanent account ban.
Platform Cancellations
Frenvi reserves the right to cancel any task under circumstances such as:
- Violation of Frenvi Terms of Service.
- Unavailability of service providers.
- Fraudulent activity.
- In such cases, the client will receive a full refund within 5-7 business days.
2. Refund Policy
Due to the nature of Frenvi’s on-demand service model, refunds are limited to specific situations.
Eligible Refund Cases
- Task Not Completed: If the service provider fails to appear or does not complete the task, the client is eligible for a full refund.
- Service Quality Issues: If the task was completed but did not meet the agreed quality, clients may raise a dispute within 48 hours.
- Overpayment or Duplicate Payment: If a client is charged twice, the extra charge will be refunded within 5-7 business days.
Non-Refundable Cases
- If the service was completed as agreed and the client later changes their mind.
- If the client cancels after the task has started, cancellation charges will apply.
- If a client or service provider violates Frenvi’s Code of Conduct.
Refund Processing Time
- Online Payments: Refunds to the original payment method take 5-7 business days.
- UPI or Wallet Payments: Refunds are processed within 24-48 hours.
- Cash Transactions: No refunds are applicable for cash-based transactions.
3. Cash After Work Policy
Frenvi offers a "Cash After Work" option, allowing clients to pay service providers directly in cash after task completion.
Terms & Conditions for Cash Payments
- Clients must confirm payment within the app after paying in cash.
- Disputes related to cash transactions are not covered under the refund policy.
- Service providers must report non-payment issues within 24 hours for resolution.
4. Return Policy
Service-Based Return Policy
Since Frenvi provides services rather than physical products, standard return policies do not apply. However, in cases where a service was not performed as promised, clients may request a refund within 48 hours of task completion.
5. Shipping & Delivery Policy
For Service-Based Transactions
Instant Bookings: Most services are available for booking within a few hours, subject to provider availability.
Scheduled Bookings: Clients can schedule tasks in advance, with confirmation provided upon booking.
For Physical Deliveries (If Applicable)
Delivery Time: Orders (if applicable) are shipped within 24 hours, excluding Sundays and national holidays.
Delivery Partners: We work with leading courier services to ensure timely and secure deliveries.
Delivery Locations: Frenvi delivers across India. Remote areas may take 1-2 weeks for delivery.
Delays: Unforeseen delays due to logistics challenges are not under Frenvi’s control. If your order is delayed beyond 7 days, please contact our support team.
6. Service Dispute Resolution
For disputes between clients and service providers, Frenvi provides a structured resolution process:
Steps for Dispute Resolution
Raise a Dispute: Clients must report issues within 48 hours of task completion via the Frenvi app.
Provide Evidence: Both parties should submit relevant proof, such as chat records or images.
Frenvi Investigation: The case will be reviewed within 3-5 business days.
Final Decision: Frenvi will determine if a full or partial refund is applicable.
Frenvi’s decision is final and binding.
7. Contact & Support
For assistance, reach out to Frenvi Support via:
- Email: info@frenvi.co
- WhatsApp Support: Available in-app
- Help Center: Visit the FAQ section in the Frenvi app
Final Notes
Frenvi reserves the right to update this policy without prior notice. Users are advised to review it periodically.