Refund Policy

Profex International (Hong Kong) Limited ("we," "our," "us") operates the FindGeeks app (the "App"). This Refund Policy explains when and how refunds apply to payments made through the App, including Job payments, mid-Job extras, wallet top-ups, and Engineer wallet withdrawals.

By using the App and making any payment, you agree to this Refund Policy. Please read it together with our Terms and Conditions and Privacy Policy.

1. Wallet Top-Ups

Funds added to your in-App Wallet via credit or debit card ("Wallet Credits") are prepayments for Jobs on the FindGeeks marketplace. By topping up, you acknowledge that:

• Wallet Credits are non-refundable to the original payment method, except where the gateway returned a failure post-debit (in which case we automatically reverse the charge) or where required by applicable Hong Kong law.
• Wallet Credits remain available in your Wallet to spend on future Jobs.
• Engineers can withdraw Wallet earnings to their bank account — see Section 5 below for the rules. Customers cannot withdraw top-up balances back to a bank account.
• Wallet Credits are denominated in Hong Kong Dollars and have no monetary value outside the App.

2. Job Payments — Hold & Release

FindGeeks uses a hold-and-release escrow model:

• When an Engineer accepts your Job, the base price is moved from your "available" Wallet balance to a "held" balance.
• Approved mid-Job extras are added to the held balance as the Job progresses.
• On completion / confirmation, the held balance is released to the Engineer's Wallet.
• On cancellation, the held balance is returned to your available Wallet balance.

Customer-initiated cancellation before Engineer acceptance: no charge, no held funds, instant.

Customer-initiated cancellation after Engineer acceptance: full held balance released back to your available Wallet automatically. Note: the Engineer may have already incurred travel time. Repeated late cancellations may lead to investigation and account suspension. If the Engineer is en route or already on site, please contact findgeeks@profexint.com rather than relying solely on in-App cancellation.

3. Disputes & Service-Failure Refunds

If a Job did not meet expectations — for example: work not completed, work performed to an unacceptable standard, damage caused by the Engineer, or extras you did not actually approve — you may open a dispute through the App's "Report an issue" flow.

Dispute timing:

• While the Job is in "pending customer confirmation" status — disputes are always allowed and pause the auto-confirm cron.
• Within 7 days of confirmation or auto-confirmation — late disputes still accepted via the App.
• After 7 days post-completion — disputes are closed in-App. For serious issues (e.g. damage to property, fraud), contact findgeeks@profexint.com directly.

Our admin team will review disputes within 2 business days and may, at our sole and reasonable discretion, decide one of the following outcomes:

• Full refund — held funds (or, for already-settled Jobs, an equivalent amount) returned to your Wallet.
• Partial refund — a portion of the Job amount returned to your Wallet.
• No action — the Engineer has performed the work as agreed; no refund.

Refunds are issued to your FindGeeks Wallet (not to the original payment method) unless required otherwise by Hong Kong law.

Only one open dispute per Job is allowed at a time. If you believe an existing dispute resolution was incorrect, contact support to request escalation.

4. Mid-Job Extras

Engineers may add line items mid-Job (e.g. for replacement parts or unexpectedly complex work). Each extra requires your explicit approval in the App before it counts. Once approved, the amount is debited to the held balance.

If you tap "Approve" by mistake, contact findgeeks@profexint.com immediately and our team can revert the approval if the Job has not yet been marked complete. After completion, mid-Job extras are subject to the same dispute rules as the base Job (Section 3).

5. Engineer Wallet Withdrawals

Engineers may withdraw earnings from their FindGeeks Wallet to a Hong Kong bank account, subject to:

• Minimum HK$100 per request, maximum HK$10,000 per request.
• Maximum HK$20,000 per 24-hour period.
• Maximum 5 withdrawal requests per 24-hour period.
• Withdrawals processed within 48 hours during Hong Kong business days (Mon–Fri, excluding HK public holidays).

You may cancel a withdrawal request that is still in the "requested" state directly from the App — funds (amount + any frozen processing fee) are returned to your Wallet immediately.

Once a withdrawal is in "processing" state (admin team has begun the bank transfer), it can no longer be cancelled by the user. If the bank transfer fails (e.g. wrong account number, account closed), our admin team will reject the withdrawal and refund the full amount to your Wallet — please correct your bank details and submit a new request.

If a withdrawal is marked "completed" but funds did not arrive in your bank account, contact findgeeks@profexint.com with the withdrawal request ID. We will investigate with our banking partner.

6. How to Request a Refund

For Job-related refunds, use the in-App "Report an issue" flow on the Job's detail page. For everything else (top-up issues, withdrawal issues, account issues), contact us within 14 days of the transaction with:

• Your registered phone number or email
• The Job ID, transaction ID, or withdrawal request ID
• Date and time of the transaction
• A clear description of the issue plus any supporting evidence (screenshots, photos)

We aim to acknowledge refund requests within 2 business days and to provide a final decision within 7 business days. Requests submitted more than 14 days after the transaction may not be considered.

7. Card-Issuer Chargebacks

If you experience an issue with a card top-up, please contact us first before initiating a chargeback with your bank or card issuer. We can usually resolve the issue faster than the chargeback process and without affecting your account standing.

Unjustified chargebacks, or chargebacks filed without first giving us a reasonable opportunity to respond, may result in suspension or termination of your account and forfeiture of remaining Wallet Credits.

8. Promotional Credits, Referral Bonuses & Reward Points

Any Wallet Credits granted as part of a promotion, referral, marketing campaign, or goodwill gesture are not refundable and have no cash value. Reward points earned through the loyalty programme are likewise non-refundable. We reserve the right to revoke promotional credits or reward points where:

• The underlying qualifying transaction is cancelled, reversed, or charged back;
• The promotion's terms are not met;
• We detect fraud, abuse, or a breach of our Terms.

9. Account Closure

You may close your FindGeeks account at any time. Customers' remaining Wallet balances cannot be cashed out and are forfeited on account deletion — please use them on a Job first or contact support if you have a substantial balance and need assistance. Engineers should withdraw their available balance to their bank account before deleting the account; any pending withdrawal must be resolved before deletion can complete (see our Delete Account page).

10. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our services, payment providers, or legal requirements. The "Last Updated" date at the top of this page reflects the most recent revision. Material changes will be notified to you in-App or by email.

11. Contact Us