ERUS

Refunds Policy

Effective October 25, 2025

ERUS Bookings – Refunds, Cancellations & Complaints Policy

This policy outlines how cancellations, refunds, and service complaints are handled for bookings made through the ERUS platform (Consumer App and ERUS Work App). By making a booking, you agree to the terms below.

 

1. Key Definitions

  • Client: The individual or business requesting a service on ERUS.
  • Professional: The independent service provider fulfilling the service.
  • Booking Start Time: The confirmed service start time shown in the ERUS app.
  • Platform Fee: A small non-refundable fee covering platform operations, payment processing, and support.

 

2. Client Cancellations

2.1 Free Cancellation Window

  • Free cancellation up to 24 hours before the Booking Start Time.
  • Platform Fees are refundable only if cancelled within 15 minutes of booking and the start time is more than 24 hours away.

2.2 Late Cancellations

  • Cancellations made within 24 hours of the Booking Start Time may incur a late cancellation fee (up to a portion of the booking total).
  • Same-day cancellations may incur a 100% service charge plus Platform Fee.

2.3 No-Show by Client

  • If the Professional arrives but cannot start due to access issues or the Client’s absence after a reasonable wait (usually 15 minutes), this will be marked as a Client no-show.
  • No-shows are subject to a full service fee plus Platform Fee.

 

3. Rescheduling

  • Free rescheduling is allowed if requested at least 24 hours before the Booking Start Time and the Professional agrees to the new time.
  • Requests made within 24 hours may incur a rescheduling fee or be treated as a cancellation if the Professional is unavailable.

 

4. Professional Cancellations

  • If a Professional cancels, ERUS will attempt to rematch your booking to another verified Professional at no extra cost.
  • If a rematch is not possible or declined, you are entitled to a full refund including the Platform Fee.

 

5. Complaints and Service Issues

At ERUS, client satisfaction is a priority. If you are unhappy with a completed job, you can lodge a complaint through the app or by email within 24 hours of service completion.

 

Our Resolution Options

  • Redo the job: In most cases, ERUS will arrange for the same Professional (or another verified one) to redo the job at no extra cost.
  • Partial refund: If part of the work was unsatisfactory or incomplete, a proportional refund may be issued.
  • Full refund: If the service was not provided or verified as unacceptable, a full refund may be approved.

 

Complaint Process

  • Submit your complaint in-app or via hello@erus.co.za within 24 hours of completion.
  • Provide photos, screenshots, or any evidence to help us verify your claim.
  • Our team will investigate, liaise with the Professional, and propose a fair resolution within 3–5 working days.

 

6. Refund Timelines

  • Once approved, refunds are processed to your original payment method within 5–14 days.
  • Delays may occur depending on your bank or payment provider. We’ll notify you if extra time is needed.

 

7. Cancellations by ERUS (Force Majeure)

  • For unforeseen events such as severe weather or safety concerns, ERUS may cancel or postpone bookings.
  • In such cases, we’ll offer a free reschedule or a full refund.

 

8. Communication Channels

 

9. Governing Law

This policy is governed by the laws of the Republic of South Africa. Disputes shall be subject to South African jurisdiction.

 

10. Policy Updates

  • This policy may be updated periodically to reflect operational or legal changes.
  • The latest version will always be available in the ERUS app and on www.erus.co.za.