Core Definitions
| Term | Definition |
|---|---|
| uSource | uSource Technology, Inc., a Delaware corporation, including its subsidiaries, affiliates, officers, directors, employees, agents, and representatives. |
| uSource Hub / Hub | The uSource digital marketplace — mobile apps, web apps, websites, Pro tools, payment tools, support services, and related technology that lets Buyers and Pros discover, book, offer, purchase, sell, and complete services and products. |
| Buyer | A person or business that uses uSource Hub to search for, book, purchase, receive, or manage services or products offered by Pros. “Buyer” replaces the legacy term “Requester”/“Requestor”. |
| Pro | An independent individual, sole proprietor, company, or business that uses uSource Hub to create a Pro Store, publish services and products, manage availability, accept bookings, and fulfill services or product orders. |
| Pro Store | A digital storefront created and managed by a Pro, containing service and product listings, prices, availability, service modes, policies, photos, and descriptions. |
| Instant Booking | A booking flow in which a Buyer selects an available service, Pro, service mode, price, and time slot and confirms the booking through the Hub without waiting for a separate Pro offer response. |
| Onsite | A service mode in which the Pro performs the service at the Buyer's designated premises or service location. |
| In-Store | A service mode in which the Buyer receives the service at the Pro's designated business location, studio, shop, office, mobile unit, residence, or other approved location. |
| Products | Goods, materials, merchandise, supplies, packages, rental items, or other non-service items listed by a Pro through a Pro Store or added to a Buyer's order. |
| Deals | Promotional offers, discounts, bundles, coupons, limited-time specials, or other offers published through the Deals section or applied to services or products. |
| uCoins | uSource's rewards unit. Unless otherwise stated in a specific promotion, one uCoin equals one U.S. dollar of reward value only when it is validly earned, unlocked, and redeemable under the uCoins Rewards Terms. |
| Transaction | A completed or attempted purchase, booking, order, payment, refund, payout, deal redemption, or other marketplace event processed through the Hub. |
| Service Agreement | The direct agreement between a Buyer and a Pro for a booked service or order. uSource is not a party to the Service Agreement. |
| Platform Fees | Fees charged by uSource for use of the Hub, including Buyer fees, Pro fees, Incidental Coverage Fees, service fees, promotional fees, processing-related charges, or other fees disclosed in the App. |
| Collaborative Pro Schedule | A feature that lets a Pro create multiple schedules, invite approved Pros or team members, or increase bookable capacity, subject to uSource policies. |
1. Purpose
This policy explains when a Buyer may receive a refund, credit, adjustment, cancellation charge reversal, product return, Deal adjustment, or dispute resolution through uSource Hub. It applies to Instant Bookings, Pro Store services, products, bundles, Onsite services, In-Store services, Deals, and qualifying uCoins-related transactions.
2. General Refund Principles
Refunds are evaluated case-by-case and at uSource's discretion, subject to applicable law.
uSource is a marketplace and is not the provider or seller of Pro services or products; however, uSource may assist with disputes, payment adjustments, payout holds, and policy enforcement.
Buyers must submit refund or dispute requests through the App or help@usource.com within 7 days after service completion unless a shorter period is stated for a Deal, product, or safety issue, or a longer period is required by law.
Refunds usually return to the original payment method within 3–5 business days after approval, depending on payment processor and bank timing.
uCoins, discounts, Deals, coupons, and credits may be reversed, reinstated, forfeited, or adjusted depending on the refund reason and program rules.
3. Eligible Refund Situations
- A Buyer was charged due to a technical error, duplicate charge, incorrect fee, or payment system error.
- A valid promotion, Deal, coupon, or uCoins redemption failed to apply correctly because of platform error.
- A Pro did not appear for a confirmed booking and did not complete the service.
- A Pro materially failed to provide the booked service, selected service mode, or paid product, and the failure was not caused by Buyer action, inaccessible premises, unsafe conditions, or scope changes.
- The final charge materially exceeded the confirmed checkout amount without Buyer approval through the Hub.
- A product was not delivered, not available for pickup, materially different from its listing, damaged before receipt, recalled, or prohibited under uSource policy.
- A Deal could not be redeemed due to Pro unavailability, business closure, false listing details, or platform error, subject to Deal terms.
- Fraud, safety, identity, or unauthorized transaction concerns are verified or reasonably supported.
4. Ineligible Refund Situations
- Buyer selected the wrong service, service mode, product, location, time slot, or Pro Store listing.
- Buyer failed to provide access, permission, materials, accurate information, or safe conditions needed for an Onsite service.
- Buyer failed to arrive on time or follow reasonable In-Store location rules.
- Service was completed substantially as described and no material defect, overcharge, fraud, or policy violation is supported.
- Buyer declined additional scope, parts, materials, or product charges that were not included in the original listing.
- Delay or inability to complete was caused by traffic, weather, emergencies, a Force Majeure Event, unsafe conditions, building restrictions, unavailable parts, or other factors not controlled by uSource.
- Buyer attempts to obtain a refund after moving the service or payment off-platform.
- Buyer submits false, misleading, incomplete, manipulated, or abusive dispute information.
5. Cancellation Rules
| Scenario | Default Treatment |
|---|---|
| Buyer cancels before Pro is en route or before the cancellation cutoff shown in the App | No cancellation fee unless a Deal, product, In-Store appointment, category rule, or Pro listing states otherwise and the fee was disclosed. |
| Buyer cancels after Pro is en route for an Onsite service | Buyer may be charged a cancellation fee of 10% of the Transaction amount, capped at $99, unless a different disclosed category rule applies. |
| Buyer denies access or the premises/work area is inaccessible for more than 15 minutes after Pro arrival | Cancellation / no-access fee may apply; Pro may cancel; refund may be reduced or denied. |
| Buyer no-shows for an In-Store service | Cancellation / no-show fee may apply up to the disclosed service price or category-specific amount, depending on service type and Pro listing terms. |
| Pro cancels without valid reason | Buyer may receive refund, credit, or rebooking assistance; Pro may face ranking, fee, payout, or account consequences. |
| Product-only order canceled before fulfillment | Refund depends on product status, Pro return policy, fulfillment costs, and whether the item is customized, perishable, special-order, or non-returnable. |
| Deal purchase canceled or expired | Treatment depends on Deal terms; unused paid value may be handled differently from promotional value. |
6. Product Returns and Product Disputes
Product returns and exchanges are primarily the responsibility of the Pro as seller of the product. uSource may facilitate communication and payment adjustments but does not guarantee product returns unless expressly stated. Non-returnable items may include perishable goods, customized items, opened hygiene or beauty products, hazardous materials, digital goods, tickets/events, and items prohibited by law or policy.
7. Deals, Coupons, and Promotions
Refunds for Transactions with applied Credits or Deal prices are calculated against the amount actually paid, not the full Total Order Amount, unless applicable law requires otherwise. Refunds are issued to the original payment method; any portion of an order covered by a Credit is handled per the applicable Campaign Schedule and is not converted to cash. Unless the applicable Campaign Schedule states otherwise: on a full refund, a Credit used on the order is restored to its holder with its original expiration date; on a partial refund, the Credit is restored in proportion to the refunded amount; and no restoration occurs after the Credit's expiration or where the Transaction is determined to be fraudulent. The Service Guarantee fee is credited or refunded only in the event of a full refund for non-performance or service cancellation (whether Pro-caused, or a Buyer cancellation made before the late-cancellation window); it is retained on partial refunds and Buyer-caused late cancellations. Promotional value, Credits, coupons, uCoins, or Deal reductions may be forfeited when a Transaction is canceled, refunded, reversed, or determined to be fraudulent.
8. Dispute Process
Submit the dispute through the App or help@usource.com within 7 days after service completion. Upon timely submission, uSource will freeze the related Pro payout until resolution is reached.
Provide booking ID, Pro name, service/product, photos, messages, receipts, timestamps, access information, and requested remedy.
uSource may request a response from the Pro and may review messages, location logs, payment data, product records, photos, reviews, and account history.
uSource may hold Pro payouts or Buyer refunds during review.
uSource may issue refund, partial refund, credit, uCoins adjustment, rebooking support, denial, account action, or other resolution.
9. Safety and Emergency Issues
In an emergency or immediate danger, call 911 or local emergency services first. Safety incidents should also be reported to uSource through in-app Help or help@usource.com. Safety-related disputes may be escalated to specialized review teams and may result in account restrictions or blocked future pairings.
10. False Reports and Abuse
False reports, fraudulent disputes, manipulated evidence, refund abuse, uCoins abuse, chargeback abuse, collusion, or repeated unsupported claims may result in denial of refund, loss of uCoins, account suspension, deactivation, collection activity, or legal action.
Governing Law; Venue; Arbitration Coordination
This document and any dispute arising out of or relating to it are governed by the laws of the State of Texas, without regard to conflict-of-law rules. Subject to the arbitration agreement and any mandatory legal exceptions, any permitted court action must be brought exclusively in the state or federal courts located in Harris County, Texas. Nothing in this provision is intended to override the application of Delaware law to the internal corporate affairs of uSource Technology, Inc. as a Delaware corporation.
If the applicable Terms of Service or Platform Access Agreement contains an arbitration agreement, that arbitration agreement controls the process for resolving disputes. This policy is incorporated into those agreements and must be interpreted consistently with them.