Problems, Refunds, and Disputes

Most service problems are resolved fastest when the customer and vendor identify the exact issue, the original scope, and a practical correction in the order conversation.

RTN is a marketplace platform. Independent vendors control their services, qualifications, scheduling, policies, and workmanship unless a service is explicitly identified as RTN-managed, OEM, or white-label.

1. Contact the vendor through the order

Describe what was expected, what occurred, and what resolution you are requesting. Use dates, facts, photos, files, and the published listing or written scope. Allow a reasonable opportunity for the vendor to respond unless there is an immediate safety, fraud, or security concern.

2. Preserve the record

• Keep RTN messages, order details, booking information, receipts, and quotes.
• Save relevant photos, video, error messages, and delivered files.
• Record approved changes, additional charges, cancellations, and attempted resolutions.
• Do not alter equipment or files in a way that destroys evidence of the reported problem.

3. Request the appropriate remedy

Depending on the service and circumstances, a reasonable remedy may be clarification, correction, redelivery, rescheduling, partial refund, cancellation, or another documented solution. Refund eligibility depends on the published service terms, work completed, expenses incurred, platform rules, and applicable law.

4. Escalate through RTN when needed

If direct communication does not resolve the issue, use the available platform support or dispute mechanism and provide a concise timeline with evidence. RTN may review platform records and facilitate communication, but cannot guarantee technical results or replace legal, insurance, licensing, payment-provider, or manufacturer processes.

Urgent exceptions

Stop using equipment that may be unsafe. For suspected fraud, account compromise, threats, or unlawful activity, preserve evidence and contact the appropriate payment provider, insurer, manufacturer, law-enforcement agency, or legal professional as appropriate.

Keep chargebacks as a last resort

Contact the vendor and use the RTN process first when practical. An unexplained chargeback can interrupt an active resolution and may be governed by separate payment-provider rules.

Review the Terms & Conditions, Refunds & Returns, and Privacy Policy for the current platform terms.