Payment & Refund Policy

1. Payment Processing

1.1 Payment Gateway. All payments on the RELP Platform are processed exclusively through HitPay Payment Solutions Pte. Ltd. ("HitPay"), a licensed payment service provider regulated by the Monetary Authority of Singapore (MAS) under the Payment Services Act 2019.

RELP does not store, transmit, or process any raw card or bank account data. All sensitive financial data is handled directly and securely by HitPay in accordance with PCI-DSS standards.

1.2 Accepted Payment Methods. The Platform currently accepts the following payment methods:

1.3 Currency & Taxes. All transactions on the Platform are denominated in Singapore Dollars (SGD). Prices displayed are inclusive of applicable Goods and Services Tax (GST) where RELP is GST-registered. Customers will receive a GST-inclusive tax invoice via the Platform upon Booking confirmation.

2. Escrow & Payment Release

2.1 Upon Booking confirmation, payment is captured and held in escrow by HitPay on behalf of RELP. Funds are not released to the Service Provider until the service is completed and verified.

2.1.1 Payment release is triggered automatically when the Service Provider marks the Booking as complete in the Platform and the Customer confirms completion, or 24 hours elapse without a Customer dispute being raised.

2.1.2 If a dispute is raised within 24 hours of completion, payment is held pending resolution in accordance with the dispute process set out in the RELP Terms & Conditions (Section 6.2).

2.2.1 Following payment release, the Service Provider's earnings (Service Fee less Commission) are transferred to the Service Provider's nominated Singapore bank account within 2 business days.

2.2.2 The Company deducts a platform Commission of between 10% and 15% of the Service Fee. The applicable Commission rate is displayed to the Service Provider on the job acceptance screen prior to acceptance.

2.2.3 Payouts are subject to a minimum threshold of SGD 10.00. Balances below this threshold are carried forward to the next payout cycle.

3. Pricing & Service Fees

3.1 All service pricing is displayed on the Platform prior to Booking confirmation. Prices are fixed for the selected service package and are not subject to negotiation.

3.2 Dynamic Pricing: During periods of high demand, the Platform may apply surge pricing. Where applicable, a clear surge pricing indicator is displayed before the Customer confirms the Booking.

3.3 Add-ons: Additional services or spare parts selected during the Booking or during service delivery are charged at the published add-on rates.

3.4 The Company reserves the right to amend service pricing at any time. Price changes will not affect confirmed Bookings.

4. Invoicing & Records

4.1 A digital tax invoice is generated automatically for each completed Booking and made available in the Customer's Bookings history within the Platform.

4.2 Service Providers receive a digital earnings statement for each payout, accessible via the Earnings section of the Platform.

4.3 All transaction records are retained for a minimum of 5 years in accordance with the Accounting and Corporate Regulatory Authority (ACRA) record-keeping requirements.

5. Refund Policy

5.1 Eligibility for Refunds. A Customer is eligible for a full or partial refund in the following circumstances:

• Booking cancelled by the Customer more than 24 hours before the scheduled time (full refund);
• Booking cancelled by the Service Provider (full refund);
• Booking cancelled by the Company due to no available Service Provider (full refund);
• Service materially not delivered as described in the Booking (partial or full refund at Company's discretion following investigation);
• Duplicate payment made due to a Platform technical error (full refund of duplicate charge).

5.2 Non-Refundable Circumstances. Refunds will not be issued in the following circumstances:

• Customer cancels within 4 hours of the scheduled time (cancellation fee applies per Section 5.4 of the Terms & Conditions);
• Customer is not present at the service location at the scheduled time (no-show);
• Service was completed in accordance with the Booking and no valid dispute is raised within 24 hours; or
• Dissatisfaction with the outcome of services that were performed as described, where no workmanship defect exists (refer to the Service Warranty Policy for redo requests).

5.3 Refund Process

5.3.1 To request a refund, the Customer must raise a dispute via the in-app dispute function within 24 hours of service completion, or within 24 hours of a scheduled Booking that did not occur.

5.3.2 The Company will review the refund request and communicate its decision within 5 business days.

5.3.3 Approved refunds will be credited to the original payment method. Processing times:

5.3.4 The Company is not responsible for delays in refund processing caused by the Customer's financial institution.

5.4 Chargebacks. If a Customer initiates a chargeback with their card issuer without first raising a dispute through the Platform, the Company reserves the right to suspend the Customer's account pending investigation and to recover any amounts incorrectly charged back.

6. Failed Payments

6.1 If a payment fails at the time of Booking, the Booking will not be confirmed. The Customer will be notified and invited to retry with an alternative payment method.

6.2 In the event of a partial payment capture due to a gateway error, the Company will either complete the capture or issue a full reversal within 1 business day.

6.3 The Company is not liable for losses incurred by a Customer as a result of a failed payment caused by the Customer's bank or payment provider.

7. Promotional Credits & Vouchers

7.1 Promotional credits and vouchers issued by the Company have no cash value and cannot be transferred, combined with other promotions (unless stated), or redeemed for cash.

7.2 Promotional credits expire as stated at the time of issuance. Expired credits are forfeited.

7.3 The Company reserves the right to withdraw or modify any promotional offer at any time.

8. Governing Provisions

This Payment & Refund Policy is governed by the laws of the Republic of Singapore. For disputes arising from payment matters, the dispute resolution procedures set out in Section 11 of the RELP Terms & Conditions apply.

For payment enquiries, contact us at support@relp.sg or via the Support page.