EN
English French

Refund Policy

YusMe Refund and Cancellation Policy

Last Updated: March 2026

This Refund and Cancellation Policy dictates the terms under which transactions processed via the YusMe Escrow Wallet can be reversed, canceled, or refunded. Because the Platform facilitates both the booking of professional services and the sale of physical products (Product Add-ons), this policy is bifurcated to address the distinct legal requirements of each transaction type.

1. General Escrow Dynamics

All non-cash funds are held securely by YusMe in Escrow until a transaction is finalized.

  • Release of Funds: Escrowed funds are released to the Service Provider’s Wallet Balance when both parties confirm completion, or automatically 24 hours after the Provider marks the job complete, provided no dispute has been lodged by the Customer.

  • Dispute Holds: If a Customer initiates a formal dispute before the 24-hour window expires, the funds will remain frozen in Escrow until YusMe adjudicates the claim through internal mediation.

2. Service Booking Cancellations

Refunds for booked professional services (e.g., plumbing, cleaning, hairstyling) are governed by the following temporal penalty structure to protect the scheduling integrity of our Service Providers.

Cancellation Timing

Refund Eligibility & Penalty

Escrow Disbursement Action

Greater than 48 hours prior to start time

100% Refund

Full Escrow balance is returned immediately to the Customer's Wallet.

Provider No-Show or Cancellation

100% Refund

Full Escrow balance returned to Customer; Provider's account receives a negative metric strike.
     
     

Incomplete or Substandard Services: If a Service Provider arrives but the Customer claims the work is substandard or incomplete, the Customer must refuse to authorize the Escrow release and immediately file a dispute via the app, providing photographic or video evidence. YusMe will mediate the dispute and holds final authority to determine the appropriate percentage of the Escrow refund.

3. Product/Service Add-on Returns and Refunds

When a Service Provider sells a physical Product/Service Add-on, they are legally bound by the duty of conformity under Article 255 of the OHADA Uniform Act on General Commercial Law. Products must match the specified quantity, quality, and description.

Rejection at Delivery (Non-Conformity):

  • Customers have the right and responsibility to inspect products immediately upon delivery.

  • If the product is damaged, defective, or does not match the specifications advertised on the Platform, the Customer must refuse acceptance and immediately lodge an Escrow dispute.

  • Upon verification of non-conformity, 100% of the product's cost held in Escrow will be refunded to the Customer's Wallet Balance.

Post-Delivery Returns:

  • If a latent defect is discovered after the Escrow funds have been released, the Customer must contact the Service Provider directly within 7 calendar days to request a replacement or refund.

  • Because YusMe is not the seller of record, we cannot reverse funds that have already cleared Escrow and been withdrawn by the Provider. However, failure by a Service Provider to honor valid returns for defective goods under OHADA law will result in severe platform sanctions, up to and including account termination.

  • Unless a product is demonstrably defective, all sales of consumable Product Add-ons (e.g., opened cleaning liquids, custom-built materials) are final and non-refundable.

4. Cash Transactions Excluded

This Refund and Cancellation policy applies exclusively to transactions funded through the YusMe Wallet and secured by the Escrow System. YusMe cannot and will not process refunds, reverse transactions, or guarantee compensation for any booking or product purchase settled directly in cash between the Customer and the Service Provider. Users electing to use the cash payment option assume all financial risks associated with cancellations, defects, and non-performance.