MYHOMELYHUB REFUND & DISPUTE POLICY

This Refund and Dispute Policy (“Policy”) explains the conditions under which refunds may be issued and disputes may be resolved for transactions made through MyHomelyHub (“we,” “us,” “our”). By using MyHomelyHub, both homeowners/job posters (“you,” “your”) and service providers agree to this Policy.

1. General Refund Principles

1.1 Role of MyHomelyHub

  • MyHomelyHub is a marketplace connecting homeowners with independent service providers but does not directly provide services.
  • Refunds are typically handled by the service provider, except where MyHomelyHub determines a refund is necessary due to a policy violation or unresolved dispute.

1.2 Refund Eligibility

  • Refunds may be granted in the following cases:
    • No-show – The service provider did not show up or canceled last minute.
    • Incomplete or unsatisfactory work – With supporting evidence.
    • Overcharging or unauthorized payment deductions.
    • Failure to deliver service as described – If the job performed does not match the agreed terms.

2. Refund Requests

2.1 For Homeowners/Job Posters

Before the Service Starts (Cancellations by Homeowners)

  • If you cancel a booking before the provider confirms, a full refund will be issued.
  • If the provider has already confirmed, a cancellation fee may apply based on their policy.
  • For same-day cancellations, up to 50% of the service fee may be charged if the provider has already made arrangements.

After the Service Has Started

  • If the provider has started work but you are dissatisfied, you must raise the issue immediately with MyHomelyHub.
  • Depending on the case, we may:
    • Offer a partial refund based on the work completed.
    • Arrange a corrective service at no extra cost.

No-Show or Service Not Delivered

  • If a service provider does not show up, you are entitled to a full refund.
  • If a provider cancels at the last minute, you may choose a refund or reschedule.

Disputes Over Service Quality

  • If the job is completed but you believe the quality is poor, you must submit a dispute request within 48 hours of service completion.
  • You must provide photo/video evidence and a written explanation.
  • MyHomelyHub will review the case and determine whether a refund, partial refund, or corrective service is appropriate.

2.2 For Service Providers

If a Customer Cancels

  • If a customer cancels before confirmation, the provider is not entitled to payment.
  • If the customer cancels after confirmation but before the job starts, they may be charged a cancellation fee.
  • If a customer cancels after the job has started, the provider may be eligible for partial or full payment, depending on the amount of work completed.

If a Provider Cancels

  • If you (the service provider) cancel a confirmed booking, the customer will receive a full refund.
  • If you repeatedly cancel jobs, your account may be suspended or penalized.

3. Dispute Resolution Process

3.1 Raising a Dispute

  • If you are unsatisfied with a service or payment, you must raise a dispute within 48 hours of service completion by:
    • Using the MyHomelyHub dispute portal.
    • Contacting support via [dispute@myhomelyhub.com].

3.2 Required Evidence
To support your claim, you should provide:

  • Before & after photos/videos.
  • Screenshots of messages or agreements.
  • Invoices or proof of service completion.

3.3 Mediation & Resolution

  • MyHomelyHub will review evidence from both parties within 5-10 business days.
  • Possible resolutions include:
    • Full refund – If the service was not delivered or was significantly different from the agreed job.
    • Partial refund – If only part of the job was unsatisfactory.
    • No refund – If the service was performed as described.

3.4 Final Decision

  • MyHomelyHub’s decision is final in all dispute cases.
  • If either party disagrees with the decision, they may pursue external legal remedies.

4. Refund Processing & Timelines

4.1 How Refunds Are Issued

  • Refunds will be processed back to the original payment method.
  • Depending on your bank or payment provider, it may take 5-10 business days for the funds to appear.

4.2 Non-Refundable Situations
Refunds will not be issued in the following cases:
❌ Personal preference – If the service was completed to agreed specifications but was not to personal taste.
❌ Failure to provide job details correctly, leading to service refusal or additional costs.
❌ Force Majeure – Unforeseen events such as bad weather, natural disasters, or power outages preventing service completion.
❌ Payments made outside the MyHomelyHub platform – We cannot issue refunds for cash or direct payments.

5. Account Actions for Unresolved Disputes

5.1 Provider Actions

  • Service Providers who fail to resolve multiple disputes may face:
    • Reduced visibility on the platform.
    • Temporary or permanent suspension.
    • Legal action in cases of fraudulent behavior.

5.2 Homeowner Actions

  • Homeowners who repeatedly file false or excessive refund requests may face:
    • Account warnings or suspension.
    • Restrictions on future refunds.

6. Changes to This Policy

  • MyHomelyHub may update this Refund & Dispute Policy at any time.
  • Continued use of the platform after changes indicates acceptance of the new terms.

7. Contact Us

For any questions or concerns, please contact us at: support@myhomelyhub.com

Acknowledgment

By using MyHomelyHub, you acknowledge that you have read, understood, and agreed to this Refund & Dispute Policy.