Effective Date: Dec 10, 2024

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At Ryu App, we strive to create a fair and transparent system for managing service cancellations and refunds. This Refund & Cancellation Policy outlines how cancellations are processed, how refunds are handled, and the terms associated with Ryu Dollars (RD).
By using Ryu App, you agree to this policy.
 

 

1️⃣ Purpose of This Policy
 

This policy explains:
 

• How to cancel a dog care service.

• When you’re eligible for a refund (if applicable).

• How refunds and Ryu Dollars (RD) are managed.

 

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Our goal is to ensure fairness for both the requester (dog owner) and the provider (dog caregiver).

 

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2️⃣ How to Cancel a Service

If you need to cancel a dog care service, you must contact Ryu App Support. Users cannot cancel a service directly within the app during the MVP (beta) phase.

 

Steps to Cancel
 

1. Contact Support: Reach out to Ryu App Support through the app or via WhatsApp at +1 (786) 763-0223.

2. Provide Service Details: Share the service details, such as the booking reference and the reason for the cancellation (optional).

3. ​Confirmation: Support will process the cancellation for you, and you will receive a confirmation via in-app notification or message.
    

​Note: Cancellations may impact eligibility for refunds or Ryu Dollar (RD) credits depending on the timing of the cancellation.

 

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3️⃣ Cancellation Timeframes

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Cancellations are subject to the following rules, based on the type of service:
 

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Late Cancellations
 

• If you cancel after the deadline, you may forfeit some or all of your Ryu Dollars (RD).

• If the service provider has already arrived or started the service, no refund will be provided.

 

4️⃣ Refunds & Ryu Dollars (RD)

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All payments on Ryu App are made using Ryu Dollars (RD), the platform’s virtual currency. This section explains how refunds work when using Ryu Dollars (RD).
 

• Refunds for Cancelled Services

  • ​If you cancel a service before the cancellation deadline, the Ryu Dollars (RD) used for the service will be credited back to your account.

  • If you cancel after the deadline, your Ryu Dollars (RD) may not be refunded.

• Non-Refundable Ryu Dollar (RD) Purchase

  • ​Ryu Dollars (RD) purchased directly from Ryu App are non-refundable, except where required by law.

  • Unused Ryu Dollars (RD) will remain in your balance and can be used for future bookings.

• Refund Process

  • Refunds of Ryu Dollars (RD) are automatically processed upon cancellation.

  • If you believe there was an error, you can contact Ryu App Support for review.
    
     

5️⃣ User-Initiated Cancellations (Requesters)
 

​If you are a dog owner who booked a service, you have the option to cancel before the cancellation deadline.

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• Before the Deadline

  • Full Ryu Dollar (RD) refund will be issued to your Ryu App balance.​

• After the Deadline

  • ​If you cancel after the cancellation deadline, the refund is not guaranteed.

  • If the service has already begun (for example, if the caregiver is walking your dog), you will not be eligible for a refund.

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6️⃣ Provider-Initiated Cancellations (Dog Caregivers)

If a service provider (caregiver) cancels a scheduled service, the following rules apply:
 

• Automatic Refund

  • ​Requesters (dog owners) will receive a full refund of Ryu Dollars (RD) for the canceled service.

• Impact on Provider’s Standing

  • ​Frequent cancellations by a provider may result in account suspension or removal.

• Notification

  • ​Both the requester and the provider will receive notifications if the service is canceled.
     

 

7️⃣ Service Changes (Modifications)

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If you need to change the time, date, or duration of a booked service, you must contact Ryu App Support. Users cannot directly modify service details in the app during the MVP (beta) phase.

Steps to Request a Change
 

• Contact Support: Reach out to Ryu App Support through the app or via WhatsApp at +1 (786) 763-0223.

• Request a Cancellation: Inform Support that you need to cancel the existing booking.

• Submit a New Request: After the cancellation is confirmed, you can submit a new booking request with the updated details.

Note: Cancellation policies will apply, and refund eligibility is based on the timing of the cancellation relative to the service start time.
 

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8️⃣  How to Request a Review (Disputes & Errors)

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If you believe a refund was handled incorrectly or have a dispute with a caregiver, you can request a review.

 

• How to Request a Review

  • Contact Ryu App Support within 48 hours of the service date.

  • Provide the booking reference, reason for review, and supporting evidence (like photos or messages).

• What Happens Next?

  • Ryu App Support will investigate the dispute and issue a resolution within 7 business days.

  • If Ryu App finds the cancellation or dispute was mishandled, a refund of Ryu Dollars (RD) may be issued.
     

9️⃣ Changes to This Policy
 

Ryu App may update this Refund & Cancellation Policy from time to time. If changes are significant, we will notify users through the app or via email. The Effective Date at the top of this document reflects the most recent changes.

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🔍 Contact Us

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If you have questions or concerns about this Refund & Cancellation Policy, you can contact Ryu App Support:
Email: info@ryuapp.com