Refund Policy

Last updated: 23 July 2026 Operator: Livera ("Livera", "we", "us", or "our") Refunds contact: policies@liveraapp.com

1. Overview This Refund Policy describes when refunds, credits, replacements, or other remedies may be available for transactions made through Livera across Home-linked paid benefits, Vizzle, V-Cart, Livera Care, Handyman, V-One, and Leisure. Refunds are processed to the original payment method when possible, or as account credit when required by payment-network or partner constraints. Banking partners may take additional time to post refunds after Livera initiates them.

2. Relationship to Cancellation Policy A valid cancellation under the Cancellation Policy often determines refund eligibility. Some cancellations are free and fully refundable; others may be partially refundable or non-refundable because costs were already incurred (for example, a Handyman call-out or a Leisure operator hold). Always review the cancellation window shown at checkout.

3. General eligibility You may be eligible for a refund when: (a) an order or booking is cancelled within an eligible window; (b) an item is not delivered or a service is not performed without a reasonable substitute; (c) a delivered V-Cart product is defective, damaged in transit, or materially not as described; (d) a Leisure operator cancels and cannot reschedule suitably; (e) a duplicate charge occurs due to a technical error; or (f) local consumer law requires a remedy. Refunds may be denied for change-of-mind after non-cancellable cut-offs, for damage caused by misuse, or for fraudulent claims.

4. Home and loyalty related charges If you purchase membership upgrades or paid loyalty features associated with Home, refund eligibility follows the offer terms. Unused digital membership time may be refundable on a pro-rata basis only if the offer expressly allows it. Loyalty points, badges, or cosmetic Home benefits generally have no cash value and are not refundable for money except where required by law.

5. Vizzle refunds Peer-to-peer Vizzle transactions may settle outside Livera's payment rails. Where Livera does not process the payment, refunds must be arranged between buyer and seller. Where Livera Checkout or an escrow-like hold is used for a Vizzle purchase, refunds follow the status of delivery confirmation and dispute findings. Livera may reverse a payment to a buyer when evidence shows non-delivery or serious misrepresentation, and may debit or withhold seller payouts accordingly.

6. V-Cart refunds 6.1 Non-delivery. If a V-Cart order is not delivered within the stated timeframe and cannot be fulfilled, you may request a full refund of the undelivered items and related shipping for those items. 6.2 Damaged or defective goods. Report issues promptly with photos where relevant. Eligible items may be refunded or replaced after inspection guidance provided by support. 6.3 Change of mind. Change-of-mind returns depend on merchant rules displayed at purchase. Opened hygiene products, perishable goods, downloadable goods, and personalized items are often excluded. 6.4 Partial refunds. If only some items in a multi-item order qualify, Livera or the merchant may issue a partial refund. Original promotional discounts may be recalculated. 6.5 Shipping fees. Shipping fees are refunded when the entire order is cancelled before shipment or when non-delivery is our or the merchant's fault. They may be non-refundable for change-of-mind returns after delivery.

7. Livera Care refunds If a Care appointment is cancelled by the provider, you should receive a reschedule option or a refund of amounts paid to Livera for that appointment. Late customer cancellations may be only partially refundable as disclosed. If a service was delivered below the reasonable standard described at booking, contact policies@liveraapp.com within a short period after the appointment with details; remedies may include partial refund or credit after review. Livera Care refunds do not constitute admission of clinical liability by Livera when independent practitioners deliver care.

8. Handyman refunds Refunds for Handyman jobs depend on work progress. If no provider visit occurred and the job was cancelled in an eligible window, prepaid amounts are generally refundable. If a visit occurred but work could not start due to provider fault, you may receive a refund of prepaid service fees. If work was partially completed, a partial refund or completion plan may be offered. Materials already purchased with your approval may be non-refundable. Disputes over workmanship may require photos, and sometimes a second inspection, before a refund decision.

9. V-One refunds Most V-One coupons are free to save and have no refundable price. If you paid a promotion fee, bundle, or deposit tied to a V-One offer and the merchant withdraws the offer before the valid redemption period without providing a reasonable alternative, you may request a refund of that fee. Redeemed coupons generally cannot be refunded. Abusive redemption or resale can void refund rights and may lead to account action.

10. Leisure refunds If you cancel within a free-cancellation window, prepaid Leisure amounts are refundable minus any non-refundable operator fee disclosed at booking. Operator cancellations should produce a full refund or free reschedule. Weather or safety closures typically follow the operator's published rule; Livera will help coordinate the remedy. No-shows are usually non-refundable. Travel or ancillary costs you arrange independently (transport, equipment purchases) are outside Livera's refund scope unless Livera sold them as part of the package.

11. How to request a refund Email policies@liveraapp.com or use in-app support (when available) with: account email; category; order/booking ID; payment date and approximate amount; reason; and attachments (receipts, photos). We may ask for additional verification. Approved refunds are initiated as soon as practicable; card refunds can take several business days to appear depending on your bank.

12. Chargebacks Please contact Livera before filing a chargeback so we can investigate quickly. Improper chargebacks for delivered goods or completed services may result in account suspension and collection of amounts due, to the extent permitted by law.

13. Currency, taxes, and fees Refunds are issued in the currency charged when possible. Taxes collected are refunded when the underlying taxable supply is refunded, subject to fiscal rules. Third-party payment fees already incurred may be non-recoverable in rare cases; we will disclose if an exception applies.

14. Timeline targets Livera aims to acknowledge refund requests promptly and to decide ordinary cases within a reasonable period after receiving complete information. Complex Handyman or Vizzle disputes may take longer due to evidence gathering.

15. Policy updates We may update this Refund Policy as payment partners and category operations evolve. The Profile > Policies section will show the current version.

16. Contact For refund assistance related to Home benefits, Vizzle, V-Cart, Livera Care, Handyman, V-One, or Leisure, contact policies@liveraapp.com.