Payment & Cancellation Policy

1. Scope of this Policy

This Policy governs:

• advertised and quoted prices;
• Customer payment authorization;
• deposits and preauthorization holds;
• additional service charges;
• cancellations and missed appointments;
• refunds and service credits;
• chargebacks and disputed payments;
• Contractor earnings and payouts;
• related payment records and adjustments.

This Policy is incorporated into the Rloop Terms of Service, Customer Terms, and Independent Contractor Agreement.

2. Pricing and required charges

Rloop will make reasonable efforts to clearly disclose the total required price for Services before the Customer authorizes the transaction.

A displayed or quoted price may include:

• labor;
• transportation;
• disposal;
• equipment;
• stairs or carrying distance;
• disassembly;
• scheduling priority;
• platform administration;
• other required charges known at the time.

Government-imposed taxes and charges may be listed separately where permitted by law.

Rloop will not intentionally advertise an artificially low price and then add undisclosed mandatory service fees at checkout.

3. Estimates and final pricing

Unless expressly described as fixed, a quote is an estimate based on information provided before the property and items are physically reviewed.

Pricing may be revised when:

• the quantity or volume differs materially;
• items are heavier or larger than disclosed;
• additional labor is necessary;
• access is more difficult than described;
• stairs, elevators, gates, or long carrying distances were not disclosed;
• disassembly or special equipment is needed;
• disposal or regulated-material costs differ;
• the Customer requests additional Services.

The Customer will ordinarily be asked to approve a material price change before additional work begins.

If the Customer declines the revised price, Rloop or the Contractor may limit the work to the previously authorized scope or cancel the appointment.

4. Customer payment authorization

By submitting payment information or approving a transaction, the Customer represents that:

• the payment information is accurate;
• the Customer is authorized to use the payment method;
• sufficient funds or credit are available;
• Rloop and its payment providers are authorized to process approved charges.

The authorization may cover:

• the approved service price;
• approved price modifications;
• disclosed deposits;
• cancellation or failed-access fees;
• applicable taxes;
• other amounts expressly approved by the Customer.

Rloop will not knowingly process an amount that was neither disclosed nor authorized, except where a correction is legally permitted for an obvious processing error.

5. Deposits and preauthorization holds

Rloop may require a deposit or temporary payment authorization before confirming certain Services.

Deposits may be used to:

• reserve a scheduling window;
• secure Contractor availability;
• reserve specialized equipment;
• cover expected disposal or permit costs;
• reduce payment risk for large assignments.

The booking process will state whether a deposit is refundable, partially refundable, or applied to the final balance.

A preauthorization hold is not necessarily a final charge. Release timing may depend on the Customer’s bank or card issuer.

Rloop is not responsible for a financial institution’s internal hold-release schedule.

6. Payment timing

Payment may be required:

• when an appointment is booked;
• before a Contractor is dispatched;
• before Services begin;
• immediately after completion;
• according to another schedule disclosed for the transaction.

Unless otherwise agreed, payment is due when the Services are completed.

The Customer may not withhold payment for completed authorized Services solely because of a separate complaint unrelated to whether the Services were performed.

7. Additional charges

Additional charges may apply only when reasonably related to changed conditions, Customer requests, or costs that could not be accurately determined from the original information.

Examples may include:

• additional items or volume;
• excessive weight;
• special handling;
• undisclosed stairs or access issues;
• additional labor;
• disassembly;
• permit or disposal charges;
• regulated-item processing;
• Customer-requested additions.

Material additional charges should be approved by the Customer through the platform, in writing, by electronic communication, or through another verifiable method.

8. Declined, failed, or reversed payments

If a payment is declined, reversed, returned, or otherwise unsuccessful, Rloop may:

• request a different payment method;
• pause or cancel the booking;
• suspend account access;
• delay future Services;
• pursue lawful collection of completed authorized charges.

The Customer is responsible for promptly correcting payment information and resolving outstanding balances.

9. Customer cancellations

Customers should cancel as early as possible using the method provided by Rloop.

Unless a booking states different terms, Rloop may apply the following framework:

The precise cancellation charge, if any, must be disclosed before the Customer completes the booking or before the charge becomes applicable.

No provision of this Policy eliminates a cancellation right required by applicable law.

10. Cancellations by Rloop or a Contractor

Rloop or an assigned Contractor may cancel, reschedule, or decline Services because of:

• unsafe conditions;
• undisclosed hazardous materials;
• insufficient access;
• inaccurate job information;
• payment failure;
• vehicle or equipment problems;
• severe weather;
• Contractor illness or emergency;
• disposal-facility restrictions;
• another legitimate operational or legal reason.

If Rloop cancels before Services begin for reasons not attributable to the Customer, amounts collected for unperformed Services will ordinarily be refunded or credited.

Rloop may instead offer a replacement Contractor or rescheduled appointment.

11. No-show and failed-access charges

A failed-access event may occur when:

• no authorized person is available;
• the Customer cannot be reached;
• gates, doors, elevators, or loading areas are inaccessible;
• required permissions were not obtained;
• the items cannot be identified;
• the site cannot be safely or lawfully entered.

When a Contractor has reserved time, traveled, or arrived but cannot perform Services due to a Customer-controlled condition, Rloop may assess a disclosed no-show, dispatch, or failed-access fee.

The Customer may also be responsible for authorized third-party costs already incurred.

12. Refunds

Refunds are evaluated based on the facts of the transaction, work performed, applicable law, payment records, supporting evidence, and these policies.

A refund may be appropriate when:

• Rloop collected payment for Services that were not performed;
• a duplicate charge occurred;
• an incorrect amount was processed;
• Rloop cancelled and no replacement service was provided;
• another refund is required by law or approved after review.

A refund may be denied or reduced when:

• authorized Services were completed;
• the Customer changed their mind after work was performed;
• the complaint resulted from inaccurate Customer instructions;
• the Customer prevented completion;
• nonrefundable third-party costs were incurred;
• the request is fraudulent or unsupported.

Refund requests should be submitted promptly and include the booking details, amount disputed, reason, and supporting records.

Approved refunds will ordinarily be issued to the original payment method unless another method is required or agreed.

13. Service credits

Rloop may offer a service credit instead of or in addition to a refund.

Unless otherwise stated, credits:

• have no cash value;
• are not transferable;
• may be limited to the original account;
• may expire where legally permitted and clearly disclosed;
• may not be combined with certain promotions.

A voluntary credit does not constitute an admission of wrongdoing or liability.

14. Chargebacks and payment disputes

Customers should contact Rloop before initiating a chargeback so the issue can be reviewed.

Rloop may respond to a chargeback by submitting:

• accepted estimates;
• payment authorization records;
• Customer communications;
• appointment and dispatch records;
• before-and-after photographs;
• Contractor status updates;
• completion records;
• applicable legal terms and policies.

Customers must not knowingly make false statements to a financial institution or dispute a valid authorized charge as fraudulent.

A chargeback does not automatically eliminate an otherwise valid payment obligation.

15. Outstanding balances and collection

Rloop may attempt to collect unpaid amounts for completed and authorized Services.

This may include:

• payment reminders;
• additional lawful payment attempts;
• account restrictions;
• referral to a collection provider;
• lawful legal action.

The Customer may be responsible for legally recoverable collection costs, court costs, and reasonable legal fees where permitted.

16. Contractor compensation and payouts

Contractor compensation for an assignment will be displayed or otherwise communicated through the platform.

The amount shown to the Contractor represents the Contractor’s offered or estimated compensation and may differ from the total amount charged to the Customer.

A Contractor generally becomes eligible for payout after:

• accepting the assignment;
• properly performing the Services;
• completing required status updates;
• submitting required documentation;
• resolving material completion issues;
• satisfying applicable payment and compliance conditions.

Rloop may wait until Customer payment has been successfully received and is no longer subject to an immediate processing failure before releasing the related Contractor payout, where disclosed and legally permitted.

No Contractor is guaranteed a minimum number of assignments, earnings, or payout frequency.

17. Contractor payout adjustments

Rloop may make lawful payout corrections or adjustments for:

• duplicate payments;
• mathematical or processing errors;
• unauthorized assignment modifications;
• falsified completion information;
• work not performed;
• documented Customer refunds caused by a Contractor’s material breach;
• chargebacks supported by evidence of Contractor misconduct;
• other adjustments authorized by agreement or law.

Rloop will not withhold earned Contractor compensation in a manner prohibited by applicable law.

Contractors may dispute a payout adjustment by promptly submitting assignment details and supporting records.

18. Taxes and reporting

Customers are responsible for applicable taxes and government charges disclosed for their transaction.

Contractors are responsible for providing accurate tax information and, where lawfully classified as independent businesses, handling their own tax obligations.

Rloop may:

• collect applicable transaction taxes;
• request Contractor tax forms;
• issue required tax documents;
• report payments to tax authorities as required.

Rloop does not provide personal legal, tax, or accounting advice.

19. Third-party payment processors

Rloop may use one or more third-party providers to process Customer payments, verify payment methods, store payment credentials, issue refunds, and send Contractor payouts.

Payment providers may require users to:

• accept their terms;
• complete identity verification;
• provide banking or tax information;
• resolve compliance reviews;
• satisfy provider account requirements.

Rloop does not control all processing timelines, bank holds, card-network decisions, payout reviews, or provider outages.

Complete payment-card information should be handled by the authorized processor rather than stored directly by Rloop whenever possible.

20. Payment and payout errors

Users must promptly report suspected payment or payout errors.

Rloop may investigate and correct:

• duplicate charges;
• duplicate payouts;
• incorrect amounts;
• payments applied to the wrong account;
• failed refunds;
• other documented processing mistakes.

A user who receives funds they are not entitled to must notify Rloop and cooperate with reasonable correction efforts.

21. Fraud prevention and account review

Rloop may review, delay, decline, or restrict a transaction when reasonably necessary to investigate:

• identity concerns;
• suspected stolen payment methods;
• unusual transaction activity;
• account takeover;
• falsified completion records;
• collusion;
• refund abuse;
• other suspected fraud or unlawful conduct.

Rloop may request identity, transaction, service, ownership, banking, or completion documentation.

Information may be disclosed to payment providers, financial institutions, insurers, law enforcement, regulators, or affected parties when legally permitted or required.

22. Changes to this Policy

Rloop may update this Policy to reflect changes in:

• pricing practices;
• payment providers;
• cancellation procedures;
• refund practices;
• Contractor payout systems;
• applicable law.

The updated Policy will display a revised “Last updated” date.

Material changes will apply prospectively unless applicable law permits or requires otherwise.