1. Overview
Topqer is a services marketplace, not a retailer of physical goods, so there are no product returns or exchanges. This policy explains when a cancellation is free, when a fee applies, and how refunds are processed back to you when a service request is cancelled, a job is not completed to standard, or a wallet top-up is reversed. It should be read together with our Terms of Service, in particular section 5 (Payments and Escrow) and section 8 (Dispute Resolution).
Because every job on Topqer is inspection-first and escrow-protected, your payment is never released to a Service Provider until you have approved a quote and, at completion, confirmed the work. This is what makes most refund situations straightforward: if a milestone was never released, it is simply returned rather than reclaimed.
2. Cancelling a Service Request
You may cancel a service request from the app at any stage. The refund you receive depends on how far the job has progressed:
- Before a professional is assigned: Full refund, no penalty. This includes cancelling before or after the inspection, and declining an inspection quote.
- After assignment, before work begins: Full refund of the escrowed amount minus a 5% administrative fee, which covers the inspection and scheduling already carried out.
- After work begins, before the 30% milestone is released: 70% of the escrowed amount is refunded; the remainder covers work and materials already committed.
- After the 30% milestone has been released: Any further refund is based on an assessment of the work actually completed, made through our dispute resolution process (see section 8 of the Terms of Service).
Topqer also reserves the right to cancel a request and refund the Client in full if it violates our Terms, involves unsafe working conditions, or cannot be fulfilled by a verified professional in your area.
3. Incomplete or Substandard Work
If completed work does not meet the standard agreed in the itemised quote, do not confirm completion in the app. Instead, raise a dispute within 7 days of the reported completion date. Our team will review photos, the original quote and your account of the job, then offer one of the following at your choice:
- A rework or repair by the same Service Provider at no extra cost, where reasonable; or
- A full or partial refund of the outstanding escrowed amount, proportional to the work not satisfactorily completed.
Amounts already released to the Service Provider for verified, completed milestones are not clawed back automatically, but are taken into account when we mediate the outstanding balance.
4. Wallet Top-Ups
Wallet top-ups are paid by debit/credit card, Apple Pay or Google Pay through Stripe, our PCI DSS Level 1 certified payment processor. Your wallet balance is held, and card charges are presented, in Sri Lankan Rupees (LKR). Each top-up must be between LKR 500 and LKR 500,000. Your wallet is credited once Stripe confirms the payment.
If a top-up is made in error, or you no longer wish to use the balance, contact us and we will refund the unspent wallet balance from that top-up, meaning any portion that has not been spent or locked into an active job's escrow, to the original card through Stripe. Only the unspent balance from a top-up can be refunded to card, and the refunded amount is deducted from your wallet. Payment processing fees on the original transaction, where Stripe does not return them to us, are not refundable.
If a card payment fails, is duplicated, or is not reflected in your wallet within a reasonable time, contact us with your transaction reference so we can verify the payment with Stripe and correct your balance.
5. Topqer Pro Subscriptions
Topqer Pro subscriptions for Service Providers (monthly or annual) are billed to your card through Stripe and renew automatically. You can cancel at any time by turning off auto-renew in the app; your plan then stays active until the end of the period you have already paid for. We do not give partial refunds for the current subscription period unless required by law. If you upgrade your plan, the change is prorated, so you are only charged the difference for the remainder of the current period.
6. Non-Refundable Items
The following are not refundable:
- The 5% administrative fee applied once a professional has been assigned to a job.
- Milestone payments already released to a Service Provider for work you have confirmed as complete.
- Materials specifically purchased or fabricated for your job with your prior authorisation, once purchased.
- The current paid period of a Topqer Pro subscription, unless a refund is required by law.
- Payment gateway or card-network fees on a transaction, to the extent these are not refunded to Topqer by Stripe.
7. How Refunds Are Paid
Refunds of job escrow are returned to your Topqer wallet. Unspent wallet top-ups can be refunded to the original card through Stripe on request; the refunded amount is deducted from your wallet balance. Refunds are processed within 7 business days of approval. Once Stripe has processed an approved card refund, your bank typically takes 5–10 business days to show it on your statement.
8. How to Request a Refund or Cancellation
Cancel a service request directly from the "My Jobs" tab in the app. To raise a dispute over completed work, or to request a wallet top-up refund, use the in-app support chat or contact us using the details below with your job or transaction reference.
You can also reach us through our contact page.
9. Contact Us
Questions about a refund or cancellation can be sent to:
- Email: info@topqer.com
- Phone: +94 77 119 9959
- Registered office: 150, Old Park Road, Jaffna, Sri Lanka