Effective Date: February 14, 2025
At Frenvi, we strive to offer a seamless experience for both clients (task posters) and service providers (task acceptors). These policies cover returns, refunds, cancellations, shipping, and delivery applicable within the Frenvi ecosystem
1. Return Policy
Since Frenvi is a service-based platform, standard return policies do not apply. However, if Frenvi facilitates the sale of physical products through its platform, the following conditions will apply:
- Products must be returned within 7 days from the date of delivery
- Products must be in original condition with all tags attached, along with the original packing materials, invoice, and courier receipt.
- Products that are used, damaged, altered, or missing accessories will not be eligible for return.
- Certain items like perishable goods, hygiene-related products, or personalized/custom-made products are non-returnable.
- For services, if a service provider fails to deliver the promised service, customers can raise a complaint within 48 hours of task completion for review and possible resolution.
2.Refund Policy
For Physical Product Orders
Once a returned product is received and verified, Frenvi will initiate the refund instantly to the original payment method. Refunds typically take:
- UPI/Wallets: 24-48 hours
- Credit/Debit Cards & Net Banking: 5-7 business days
- Cash on Delivery (COD) Refunds: Processed via UPI or bank transfer after verification
For Service-Based Transactions
- Due to the on-demand nature of services, refunds are only applicable in the following scenarios:
- The service provider fails to show up for the task.
- The task is not completed as per the agreed scope, and a valid dispute is raised within 48 hours.
- Overpayment or duplicate transactions (Refund processed within 5-7 business days).
Non-Refundable Cases:
- If the service was delivered as promised, but the client later changes their mind.
- If the client fails to provide necessary details, access, or materials, leading to service cancellation.
- If the cancellation is made after the task has started.
3. 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 start time or after the task begins, cancellation charges will apply.
- If a client fails to notify about a cancellation and the provider arrives at the location, a no-show fee (20% of task value) will be charged.
For Service Providers (Task Acceptors)
- If a service provider cancels a task within 1 hour of the scheduled start time, penalties may apply.
- Repeated last-minute cancellations may result in a temporary or permanent suspension from the platform.
For Product Orders
- Orders can be cancelled only before they are shipped.
- Once a product is shipped, it cannot be canceled, but it can be returned as per the return policy.
Platform-Initiated Cancellations
- Frenvi reserves the right to cancel a task/order under situations like:
- Fraudulent activity detected.
- Service provider unavailability.
- Violations of Frenvi’s policies.
- In such cases, a full refund will be issued within 5-7 business days.
4. 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, and a confirmation will be provided upon booking.
For Physical Deliveries (If Applicable)
Processing Time: Orders are processed and shipped within 24 hours (excluding Sundays and national holidays).
Delivery Time:
Metro Cities: 3-4 business days
Non-Metro Locations: 5-7 business days
Remote Areas: 1-2 weeks
Courier Partners: Frenvi partners with leading logistics companies to ensure safe and timely deliveries.
Shipping Charges: Charges (if any) will be displayed at checkout.
Delays: Unexpected delays due to logistics issues, weather conditions, or other external factors are not under Frenvi’s control.
If a shipment is untraceable or significantly delayed, Frenvi reserves the right to cancel the order and process a full refund.
5. Dispute Resolution for Services
Frenvi provides a structured process for handling disputes between clients and service providers:
Raise a Complaint: Clients must report service-related issues within 48 hours of task completion.
Submit Evidence: Both parties should provide relevant proof (e.g., chat logs, before/after pictures).
Frenvi Review: Our support team will investigate and provide a resolution within 3-5 business days.
Final Decision: Frenvi will decide if a partial/full refund or task redo is applicable.
Note: Frenvi’s decision on disputes is final and binding.
6. Cash After Work Policy
Frenvi allows clients to pay service providers directly in cash after task completion.
Cash Payment Terms:
- Clients must confirm cash payment in the Frenvi app after paying the provider.
- Disputes involving cash transactions are not covered under the refund policy.
- Service providers must report non-payment issues within 24 hours for resolution.
7. Contact & Support
For any refunds, cancellations, or disputes, please contact:
- 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 encouraged to review it periodically.