Refund Policy
This Refund Policy explains how refunds work on the OffTorque platform, operated by OffTorque LLC ("OffTorque," "we," "us"). It covers both sides of the platform: services, where you book an independent professional, and OffTorque eXchange, where users buy and sell tangible items from one another. By making a payment through OffTorque, you agree to this policy.
1. What You Are Paying For
A payment made through OffTorque may include:
- Platform fee, OffTorque's fee for facilitating the connection, quote or listing, secure payment, and transaction record. This is a fee for a service rendered immediately, and is non-refundable. The same fee rate applies on both services and eXchange orders, and on eXchange it applies to the item price and any shipping the seller charges.
- Service professional labor and parts, amounts charged by the independent service professional for the work performed and any parts or materials. This is an agreement between the customer and the service professional; OffTorque is not a party to it (see Terms of Service, Section 3).
- eXchange item price and shipping, amounts charged by an independent seller for their own item and its postage. This is an agreement between the buyer and the seller; OffTorque is not a party to it, does not own or handle the item, and is not the seller of it (see Terms of Service, Sections 3 and 7).
- OffTorque Plus subscription, recurring access to member features. Non-refundable for the current billing period; you can cancel anytime to stop future charges.
OffTorque may appear as the merchant of record on your card statement for any of the above, because payments are processed on OffTorque's Stripe account before each professional's or seller's share is transferred to them. That is a payment-processing arrangement only and does not make OffTorque the provider of the service or the seller of the item.
2. Why There Are No Standard Refunds
- The platform fee buys a service used at the point of purchase. There is nothing to return.
- Work is arranged directly with an independent contractor. Disputes about the quality, completeness, or price of work performed are between the customer and the service professional. OffTorque does not employ service professionals and does not guarantee their work.
- eXchange items are sold by other users, not by OffTorque. We never own, stock, inspect, handle, or ship any item, so we are not in a position to accept a return of one.
- Fees are disclosed before payment. All applicable fees are shown before a payment is completed. Completing payment confirms your acceptance of this policy.
3. Subscriptions (OffTorque Plus)
OffTorque Plus is billed in advance on a recurring basis at the disclosed price. You may cancel at any time; cancellation stops future renewals. Fees already charged for the current period are non-refundable, and access continues through the end of the paid period.
4. eXchange Orders
eXchange sales are final. OffTorque does not operate a returns, buyer-protection, or money-back programme, and does not adjudicate disputes about items. Every item is sold as-is by its seller.
If an item does not arrive, arrives damaged, or is not as described, that is for the buyer and the seller to resolve directly with each other. Use in-platform messaging to reach the other party. A seller may choose to offer a refund or replacement; that is the seller's own decision and their own promise, and OffTorque neither requires nor enforces it.
Two situations are different, and are handled by OffTorque:
- An order cancelled before fulfilment. If a seller cancels, or cannot fulfil, before shipping the item or handing it over at a pickup, the order is cancelled and the full amount is returned to the buyer.
- A duplicate charge or a platform billing error. Covered by Section 5 below, the same as anywhere else on the platform.
Before buying, read the listing carefully, look at the photographs, and ask the seller any questions through in-platform messaging. For a local pickup, inspect the item before you hand over. Once an item has shipped or been handed over, the sale is complete.
Nothing in this section limits any right you have that cannot be waived under applicable consumer-protection law.
5. Limited Exceptions
At our sole discretion, we may issue a full or partial refund only in these cases:
- Duplicate charge, you were charged more than once for the same transaction due to a technical error.
- Platform error, a demonstrable billing or system error on OffTorque's side caused an incorrect charge.
- Payment for a job that never began, no service professional was ever assigned, or the job was cancelled before any work or scheduling occurred.
- An eXchange order cancelled before the item shipped or was handed over, as described in Section 4.
- Where required by law, where a non-refundable term is unenforceable under applicable consumer-protection law, we will comply with that law.
Refunds for service professional labor, parts, or materials are handled directly between the customer and the service professional, and refunds for eXchange items are handled directly between the buyer and the seller. Any discretionary refund is issued to the original payment method via Stripe and may take 5–10 business days to appear. Approving one refund does not obligate us to approve any other.
6. Chargebacks and Payment Disputes
If you believe a charge is unauthorized or erroneous, please contact support@offtorque.com first, and contact the other party to the transaction. Most issues are resolved faster this way than through a bank dispute. Filing a chargeback for a service that was in fact provided, or for an item that was in fact delivered, may result in account suspension.
For eXchange sellers: where a buyer files a chargeback on one of your orders, OffTorque may withhold, reverse, or recover the corresponding amount from your payout, and may set it off against your future payouts, since you received the proceeds of that sale. You agree to cooperate with the dispute and to provide proof of delivery or handover on request. Keep your tracking numbers.
We retain transaction records (amount, date, and Stripe reference, never full card details) as required for financial and tax compliance and to respond to disputes.
7. Taxes on eXchange Orders
OffTorque does not currently calculate, collect, or remit sales tax on eXchange orders. Sellers are responsible for their own tax obligations, including any sales-tax registration, collection, and remittance duties, and for reporting their own income. Buyers are responsible for any use tax they owe. Where a refund is issued, it returns the amount actually charged; OffTorque does not refund tax it never collected. This allocation may change if OffTorque is later determined to be a marketplace facilitator, in which case we will update this policy and notify users.
8. Changes to This Policy
We may update this Refund Policy from time to time. We will notify registered users by email or by posting a notice on the platform when material changes are made. Continued use of OffTorque after changes take effect constitutes acceptance.
9. Contact
Questions about this policy:
support@offtorque.com
OffTorque LLC, Ohio, United States