1. About this policy
This policy explains when money paid through CareConnect PH is returned and how to ask for it. It is part of our Terms of Service. Payments are processed by our payment partner, PayMongo.
CareConnect PH is a place to find and book services, such as repairs, cleaning, care and tutoring. We do not sell physical goods, so there is nothing to return or ship back. "Refund" in this policy means sending money back to the client's wallet or GCash.
1A. During the free launch period
While CareConnect PH is in its free launch period (see section 9 of our Terms of Service):
- there are no fees to refund: no service fee, no verification fee, no post fee and no dispute bond;
- the wallet, top-ups and withdrawals are off, so CareConnect PH does not take, hold or send any payment for a job;
- the client pays the provider directly, in cash or GCash, after the job. That payment is between the two of them, and CareConnect PH cannot refund or reverse it. Settle problems with the other person first;
- you can still use Report problem in the agreement. Our team reviews the agreement and the chat and can give strikes, freeze or ban an account.
Money already in a wallet from our testing period stays recorded. If you have a real balance, contact us and we will send it back to you.
Sections 2 to 9 below apply when the free launch period has ended and paid features are switched on. We will give at least 30 days notice before that.
2. Prices and fees
All prices, fees and limits in the app are in Philippine pesos (₱). The full list is in the app under Wallet, then Limits and fees.
| What | Who pays | Amount |
|---|---|---|
| Posting tasks, browsing, chat and calls | Nobody | Free |
| The job itself | Client | The price agreed with the provider |
| GCash top-up fee (PayMongo) | Client | 2.5%, at least ₱5, shown before you pay |
| Service fee | Provider | 9.99% of the job price |
| Withholding tax (sent to the BIR) | Provider | 0.5% of the job price |
| Withdrawal to GCash | Provider | ₱10 per withdrawal, minimum ₱100 |
3. How wallet payments are held
When a provider accepts an agreement that is paid by wallet, the agreed price is taken from the client's wallet and held. The provider does not get it yet. It is released to the provider only when the job is done and the client releases it, or when the time shown on the agreement passes without a dispute. The provider gets the price minus the service fee and withholding tax.
Nothing is taken from the client's wallet while an agreement is still waiting for the provider. If the provider declines it, or the client cancels it before it is accepted, no money moves.
4. When the client gets a refund
| What happened | What is refunded | Where it goes |
|---|---|---|
| Both sides agree to cancel a running job (either side can ask, the other must agree) | The full held amount | Client's wallet, right away |
| The provider cancels while a dispute is open | The full held amount | Client's wallet, right away |
| The agreed end date passes, the provider never asks for payment, and the client has not paid or disputed | The full held amount, about 5 days after the end date (both sides are reminded first) | Client's wallet |
| A dispute where our team finds the work was not done | The full held amount | Client's wallet |
| A dispute where the work was only partly done | Part of the held amount: the provider gets 25%, 50% or 75% and the rest goes back | Client's wallet |
| The payment was already released to the provider | Not automatic. Contact us and we will look into it with both sides | Decided case by case |
Money refunded to the wallet can be used for another job, or sent back to GCash as described in section 6.
5. How to open a dispute
- Open the agreement in the app (from the chat with the provider).
- Tap Report problem or Open dispute and say what went wrong. Add photos if you have them.
- Do this before the payment is released. Opening a dispute stops the automatic release.
- Our team reads the agreement, the chat and the photos, may ask both sides questions, then decides: release to the provider, refund the client, or split it.
Both sides are told the decision in the app. If you disagree with it, reply to our message or email support@careconnectph.net with the agreement number.
6. Unused top-ups
If you added money to your wallet and did not use it, you can send it back to the same GCash account you paid from. In the app go to Wallet, then Withdraw, then choose to get your top-up back.
- You can do this for up to 175 days after the top-up.
- Only the part you have not spent can be returned.
- The GCash top-up fee charged by PayMongo is not returned.
- For safety, top-up money only goes back to the GCash it came from. It cannot be withdrawn to a different account.
- The amount leaves your wallet right away. GCash usually shows it within a few business days, depending on PayMongo and GCash.
Money a provider earned from finished jobs is withdrawn the normal way (Wallet, then Withdraw) to any GCash account in the provider's name.
7. Cash jobs
If the client and provider agree to pay in cash, the client pays the provider in person after the job. CareConnect PH never holds or handles that cash, so we cannot refund it. Settle cash problems with the other person first. You can still report the job so our team can review the provider or client.
For a cash job, the provider's 9.99% service fee is held from the provider's wallet when the job is accepted. It is returned to the provider if the job does not go ahead.
8. Other fees
If we switch on a one-time fee for the Verified badge after the free launch period, it is shown before you pay and refunded if your documents are rejected. Founding Members (users verified during the free launch period) do not pay it.
9. Chargebacks and payment disputes
CareConnect PH is responsible for handling refunds, payment disputes and chargebacks for payments made through the app. Please contact us first: most problems are faster to solve in the app than through your bank or GCash.
If you do file a dispute or chargeback with GCash, your bank or PayMongo, we will work with PayMongo to review it and send the information they ask for. We may pause wallet features on an account while a chargeback is open, and we may close accounts that use chargebacks to take money for work that was done.
10. Contact
Questions about a payment or refund? Email support@careconnectph.net with the agreement or transaction number, or use the Contact page or Help and support in the app. We will update the date at the top when this policy changes.