REFUND POLICY

Definition:
'Refund' is defined as the action of giving back the service purchased by the Customer to the Service provider on the Whide Platform. Following situations may arise:
1. Service was defective
2. Service was delayed/incorrectly executed
3. Services was / were missing
4. Wrong representation was made by the Service provider.
Refund could also result in refund of money in most of the cases.
Points to be noted:


1. Service provider can always accept the refund irrespective of the policy.
2. If Service provider disagrees a refund request, Customer can file a dispute under the Customer Protection Program*. We encourage the Customer to review the listing before making any decision. In case Customer orders a wrong service, Customer shall not be entitled to any refund/refund. In the event the Service provider accepts the refund request raised by the Customer, Customer will have to refund the service and then the refund shall be credited to the Customers account.
In case the Service provider doesn't close the ticket in 3 days from the date of intimation to the Service provider about the refund request, the refund request shall be settled in favor of the Customer.
Processing cost for refunding the service shall be borne and incurred by the Service provider.

Refund
Definition:
Refund is the action or process of replacing something in place of another. A Customer can request for refund whenever he is not happy with the service, reason being Damaged in processing, Defective service, Service(s) missing, wrong service shipped and the like. Points to be noted:
1. Service provider can always accept the refund irrespective of the policy.
2. If Service provider disagrees for a refund request, Customer can file a dispute under Customer Protection Program*. Customer needs to raise the refund request within the refund period applicable to the respective service provider. Once Customer has raised a refund request by contacting Us on the Platform. Once the refund request has been raised, the following steps shall be followed: Customer is asked for "Reason for Refund". Among others, the following are the leading reasons:
1. Service was defective
2. Service was delayed/incorrectly executed
3. Services was / were missing
4. Wrong representation was made by the Service provider.
5. An intimation shall be provided to Customer seeking either "approval" or "rejection" of the refund request.
6. In case the Customer accepts the refund request, Service provider shall be required to refund the service to the Customer and only after refund of the service, Customer shall be obliged to provide the new service to the Service provider.
7. Incase Service provider rejects the refund request, Customer can choose to raise a dispute by writing grievance.officer@whide.com. In case the Service provider doesn't provide the service at all, Service provider can provide the refund to the Customer and Customer shall be obligated to accept the refund in lieu of no service. All the service parameters shall be required to be complied with in cases of refund.
If the Service provider doesn't respond to the Customer's refund request, within three (3) days from the date of refund request placed by the Customer, refund shall be processed in favour of Customer and Service provider shall be liable to refund amount paid to the Service provider. All processing and other refund charges shall be borne and incurred by the Service provider.

Disputes (Resolutions) Policy

Overview
Generally, transactions are conducted smoothly on Whide. However there may be some cases where both the Customers and Service providers may face issues. At Whide, we have a Dispute Resolution process in order to resolve disputes between Customers and Service providers.

What is a 'dispute'?
A 'Dispute' can be defined as a disagreement between a Customer and a Service provider in connection with a transaction on the Platform.

How does a 'dispute' occur in the Marketplace?
Disputes are filed as a result of a disagreement between the Customer and the Service provider. Disputes arise out of an issue that is raised by either party not being completely satisfied with the resolution of their complaint/issue.
It is important that before a Customer/Service provider raises a dispute, they should attempt to solve the issue. Please note that whenever a Customer raises a dispute, the Service provider's payment for that order is put on hold immediately until the issue is resolved.

How is a 'dispute' created?
Whenever there is a disagreement, the Customer can write to grievance.officer@whide.com , while the Service provider can write to support@whide.com, in order to raise a dispute. Disputes can be raised at any particular transaction level.

What are the various types of 'disputes'?
Following are the indicative examples of potential disputes:
1. Service was defective
2. Service was delayed/incorrectly executed
3. Services was / were missing
4. Wrong representation was made by the Service provider.

In case the Service provider rejects the refund request of the Customer, and Customer raises a dispute, then Whide will try to mediate and resolve the dispute between both the parties. If the dispute is resolved in favour of the Customer, a refund is provided once the service is rejected to the Service provider. If the dispute is settled in favour of the Service provider, Customer is not entitled to any refund.

Customer Protection Program
In case of a dispute where the Service provider is unable to provide a refund or a refund, Whide will actively work towards reaching a resolution. The Customer Protection Program covers Customers who are unable to successfully resolve their dispute with the Service provider or are not satisfied the resolution provided by the Service provider.
The Customer can write to grievance.officer@whide.com ,if the issue with the Service provider is not resolved. Whide's Customer Support team will look into the case to check for possible fraud and if the Customer has been blacklisted/blocked from making purchases on the Platform. Only after verifying these facts, a dispute can be registered. CS team will not facilitate a conference call, CS team acts as the bridge between customer and Service provider.
When a dispute has been raised, Whide may provide both the parties access to each others Display Names, contact details including email addresses and other details pertaining to the dispute. Customers and Service providers are subject to final consent from Whide for settling the dispute.

Customer Eligibility and Restrictions
Only the Customers who have purchased the service on Whide are eligible for the Customer Protection Program. Customers can file a dispute within 45 days from the date of delivery of the service Any damage or loss to the customer after dservice is completed will not be covered under this program and will completely be the Customer's responsibility.

To be able to take advantage of the Customer Protection Program, Customers should first contact the Service provider and attempt to resolve the issue. If the Customer doesn't hear from the Service provider or is unable to resolve the issue with the Service provider even after contact, a dispute can be raised with Whide by writing an email to grievance.officer@whide.com

Fraudulent charges and claims are not covered under Customer Protection Program
If the Customer has already initiated chargeback through the credit card issuing bank, it will not be covered under Customer Protection Program, though in such cases a Service provider can file a claim through the Service provider Protection Program. Blacklisted and Blocked Customers are not covered by the Customer Protection Program. Customers who have reached their maximum lifetime limit for claims are also not eligible. Customers can make a maximum of 5 claims per year on Whide. If the claim was withdrawn, it is not counted.
Through the Customer Protection program, Whide does not provide any guarantee/warranty to Customers for services shared on Whide against any sort professional defects. Raising disputes against Service providers does not automatically entitle the Customer to a refund or refund for the service purchased. Whide shall verify the disputes so raised and may process only such claims that are valid and genuine.
Whide shall at no point be responsible for any direct or indirect losses, expenses, costs of any nature whatsoever that may be incurred by any Customer/Service provider. Claims of the nature of 'Customer remorse' (i.e. instances where services are bought by the Customer by mistake or where the Customer chooses to change his/her mind with regard to the service transacted by him) will not be entertained through this program.
Whide reserves its right to initiate civil and/or criminal proceedings against a User who, files an invalid and/or false claims or provides false, incomplete, or misleading information. In addition to the legal proceedings as aforesaid, Whide may at its sole discretion suspend, block, restrict, cancel the Display Name [and its related Display Names] of such User and/or disqualify that user and any related users from availing protection through this program.
Decisions made by Whide under the Customer Protection Program shall be final and binding on its Users.
Whide reserves the right to modify / discontinue Customer Protection Program without any prior notice period to its Users.
Through this program, Whide shall not entertain claims of Customers who have incurred loss due to delayed shipment or delivery of the service by the Service provider.


Whide Customer Support Team may seek additional information / clarification from Customer to facilitate resolution of the dispute. In the event Customer does not respond with information / clarification sought within 10 days of such request, the dispute shall be auto-closed in favour of the other party.