Effective Date: December 4, 2024
This policy outlines the terms and conditions for refunds and cancellations for services facilitated through the Pink Helper platform. The Pink Helper platform connects customers with independent contractors (“Helpers”) for cleaning and other services. The platform itself does not provide services, sell products, or handle refund transactions directly.
Refund and Cancellation Policy
At Pink Helper, we aim to provide a transparent and fair process for managing refunds and cancellations. As a platform connecting clients and independent contractors, the following policies apply:
1. General Guidelines
• Refunds and cancellations are handled directly between the client and the contractor. Pink Helper serves as an intermediary and does not process refunds or mediate disputes.
• Contractors set their own cancellation terms, which clients must agree to before confirming a booking.
• Disputes related to cancellations are escalated to Stripe if they involve payment issues.
2. Contractor-Specific Policies
• Contractors may implement policies including:
• Notice Periods: Clients must notify contractors within a specified time to qualify for a refund.
• Cancellation Fees: Some contractors may charge fees for last-minute cancellations or no-shows.
• Non-Refundable Services: Certain services may be deemed non-refundable if explicitly stated before booking.
3. Client Responsibilities
• Clients are required to review and agree to the contractor’s cancellation policies before booking.
• Notifications for cancellations should be communicated promptly through the Pink Helper platform to maintain proper documentation.
4. Payment Disputes
• Any disputes regarding refunds or unauthorized charges must be filed directly with Stripe. Clients and contractors are encouraged to provide evidence, such as communication records or service agreements, to support their claims.
• Stripe’s dispute resolution process involves an impartial review to determine the outcome.
5. Refund Eligibility
Refund eligibility is determined by the contractor’s policy, which may include:
• Full refunds for cancellations made within the notice period.
• Partial refunds if services have been partially rendered.
• No refunds for cancellations made outside the agreed notice period.
6. Recommendations for Clients and Contractors
• Clients: Thoroughly review contractor profiles and cancellation policies before confirming bookings. Communicate promptly in case of schedule changes to avoid fees or disputes.
• Contractors: Clearly outline cancellation and refund terms in your profile to prevent misunderstandings. Ensure timely communication with clients about their rights and responsibilities.
7. Dispute Resolution
• If a dispute cannot be resolved amicably, Pink Helper encourages the use of Stripe’s secure framework for addressing payment-related issues.
• Legal action may be pursued in cases of fraudulent claims or misuse of the cancellation process.
8. Compliance
• This policy aligns with federal, state, and local regulations, including GDPR, CCPA, and other privacy and consumer protection laws.
• Changes to this policy will be communicated via platform notifications and email updates.