Issue O3 — Refund, waive, and replacement

Summary

The only money movements after the invoice. Each one is audited.

Refund

• Before the phone is revealed: full refund. Phone stays hidden.
• After the phone is revealed: refund only if the intro did not happen. Staff hide the phone again.

Waive

• Staff waive with a reason. No phone reveal. The case closes.

Replacement

• Staff close the old case as replaced and open a new case. The new case has its own fee.
• A failed first match is a waive, not a second invoice, unless the first fee was collected.

Acceptance

• A refund stores actor, amount, and reason.
• A replaced case cannot be marked paid.

Parent-facing rematch / replace promise (CEO 2026-11-04)

Desk-operated only. Cap.57-safe. MUST NOT add automatic Stripe refunds or change tutor-pays 1.5 / short-case SoT.

Ops rule (staff)

• When fit fails after intro / early lessons (ghosting, clear mismatch, safety concern), staff rematch or replace via the existing Replacement path above: close old case as replaced → open new case with its own fee rules (failed first match = waive unless first fee already collected).
• Rematch is a desk promise, not a self-serve fee engine.

Loud Guide / Account Help line (ship with handbook / Help)

• EN: We help rematch if it is not working.
• 繁中: 如果唔啱，我哋可以幫你重新配對。
• Place under Account → Help / Guide (parent) and internal SOP — not a Stripe UI.

Trust loop

• After a low parent→tutor rating, soft-point here from #649 (post-match ratings). Ratings do not auto-trigger refunds.

Acceptance (add)

• Guide/Help shows the rematch line (EN + 繁中).
• Staff SOP points here + #335 for when to replace vs waive.
• MUST NOT automate Stripe refunds for “bad fit.”