Effective date: 21 August 2026
This Refund Policy is part of, and should be read together with, the Rulder Terms of Service. It explains when a payment made through Rulder is eligible for a refund.
You are entitled to a full refund of the total amount you paid for a transaction, including the service fee, if either of the following occurs: (a) the case is not delivered within the delivery timeframe applicable to its category, or (b) the proof of delivery submitted for your transaction is reviewed and rejected by Citzo Enterprises LLC (for example, due to quality, authenticity, or verification concerns) and the case cannot be re-delivered within a reasonable follow-up period.
Once delivery has taken place and the proof of delivery has been reviewed and approved, the transaction is treated as complete and is not eligible for a refund, because the service — sourcing and delivering the need — has been fully rendered.
Where a case cannot be fulfilled, you may, at your option, choose to have your payment redirected to fund a different open case instead of receiving a refund.
Email [email protected], or use the support channel listed in the app, referencing the transaction. We will review the delivery and proof-of-delivery status and respond within a reasonable time.
Approved refunds are issued to the original payment method through our payment processor (currently Stripe) and may take several business days to appear, depending on your bank or card issuer. We email you a confirmation to the address on your account when a refund is issued.
If you initiate a chargeback with your card issuer instead of contacting us directly, your account may be reviewed and, if the underlying transaction was legitimately delivered and verified, may be suspended pending resolution. We encourage you to contact us first so we can resolve the issue directly.
Where a refund is due under Section 1, the service fee is refunded along with the need amount, since no completed service was rendered. The service fee is not separately refundable once delivery is verified, even if you are dissatisfied with the outcome for reasons unrelated to non-delivery or rejected proof.