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Service Resolution

Our Commitment to Professional Standards

At Delvern, “Managed Overseeing” means we stand behind our coordination process.If your experience did not meet our professional standards, we want to make it right.

1. The Formal Audit Process

To provide a clear path for recourse that meets Ontario consumer protection expectations, we utilize a defined three-step “Active Oversight” process:

  • Step 1: Submit Your Case:Complete the formal dispute form below with your required Booking/Deal ID.
  • Step 2: Internal Review:Our coordination team performs an objective audit of Voice AI dispatch logs, GPS data, and technician on-site notes.
  • Step 3: Formal Determination:You will receive a written “Resolution Decision” letter via email within three (3) business days.

Note: To protect the integrity of our network and provide an accurate audit trail for insurance and payment processors, all disputes must be filed within 48 hours of the scheduled service time.

2. Decision Matrix: Eligibility for Refund Review

Every case is audited against our internal “Standard Operating Procedure” (SOP) to ensure consistent, non-emotional decisions.

 

Scenario

Resolution Outcome

Logic for Audit Trail

Technician No-Show

100% Refund Approved

Service was not rendered;Delvern failed to coordinate the professional.

Late Cancellation (>15 mins)

Refund Denied

A commitment of resources occurred;”Ready to Serve” costs were incurred.

No Adult Present (18+)

Refund Denied

Safety protocol violation; technician incurred travel costs and time loss.

Disagreement with Diagnosis

Review / Second Opinion

We coordinate the expert; we do not guarantee the “answer” the homeowner prefers.

Safety/Professionalism Issue

100% Refund + Investigation

Direct violation of Delvern’s “Three Pillars of Trust”.

3. The "Disagreement with Diagnosis" Protocol

Because a diagnosis is a professional opinion, disputes regarding technical findings follow a specialized three-step audit:

  • The Documentation Audit: We verify if the professional provided photos, a written explanation, and code-based reasoning for their diagnosis.If zero evidence was provided, a refund is approved based on a lack of “Professional Documentation”.
  • The Second Opinion Protocol: For high-stakes diagnostics (>$2,000), we may offer a 15-minute “Virtual Review” or a discounted second-site visit from a Senior Lead Technician.
  • Final Determination: If the diagnosis is confirmed as technically sound according to Ontario Building or Electrical Code, the refund is denied, even if the Client disagrees with the repair price.

4. Formal Dispute Form Requirements

To provide a “Full Evidence Package” for our payment partners and insurance providers, the following fields are mandatory:

  • Account Verification:Full Name, Phone Number (to match original Voice AI intake), and Email Address.
  • Project Details:Service Date and Booking/Deal ID (found on your Helcim receipt).
  • The Claim:Reason for Dispute (Dropdown) and a “Detailed Description” of exactly what occurred.
  • Evidence Upload:(Optional) Photos of the issue or documentation of incomplete work.
  • Desired Resolution:Refund Dispatch Fee, Credit for Future Service, or Request to Speak to a Manager.

5. Resolution Outcomes

  • Approved:If an audit confirms the service did not meet internal criteria for documentation or timeliness, a 100% refund of the $79 (+HST) fee is initiated through our secure partner, Helcim.
  • Denied:If the audit proves the service was rendered correctly according to the Terms of Use, the refund is declined.In such cases, we may offer to apply the $79 fee as a credit toward the recommended repair if booked within 48 hours.

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