1. Scope
This policy governs all refund and cancellation matters for services booked through the Findtol platform. It applies to both users and independent service providers (“Providers”) registered on the platform.
2. Platform Role & Liability
Findtol is a neutral facilitator connecting users with independent Providers.
• Findtol does not directly deliver services.
• Findtol holds no liability for service quality, delays, or disputes between users and Providers.
• All service-related obligations rest solely with the Provider and the user.
3. Dispute Resolution
• In case of any dispute, users and Providers are expected to resolve the matter directly through mutual communication.
• Once resolved, both parties must inform Findtol of the outcome via the platform’s support channel or chat.
• Findtol may assist in mediation but is not obligated to enforce resolutions.
4. Refund Request Window
• Any refund request must be communicated to Findtol within 24 hours of the booking being marked as completed by the Provider.
• Requests received after this 24-hour window will not be entertained, and the transaction will be considered final.
5. Refund Eligibility
Findtol may, at its sole discretion, issue a full or partial refund to the user if:
• The service was not delivered as per the agreed quality, timeline, or requirements stated by the user.
• The Provider failed to perform the service or misrepresented their capabilities.
• The user provided sufficient evidence via the platform’s chat system or other documented communication.
Refund decisions are made based on:
• Chat transcripts
• Booking details
• Submitted evidence
• Provider response
6. Communication Requirements
• All service requirements, changes, clarifications, and expectations must be communicated via the platform’s chat system as far as possible.
• Verbal or off-platform agreements will not be considered valid for refund claims.
• Users and Providers are responsible for maintaining clear, documented communication.
7. Provider Accountability
• Providers are expected to deliver services as described and agreed.
• If a Provider is found to have:
• Delivered substandard service
• Missed agreed timelines
• Ignored user instructions
Findtol may, at its discretion, return the payment in full or in part to the user, based on available evidence.
Repeated violations may result in:
• Account suspension
• Removal from the platform
• Withholding of future earnings
8. Non-Refundable Scenarios
Refunds will not be issued in the following cases:
• User changes mind after service commencement
• Disputes not reported within 24 hours of completion
• Lack of documented communication in chat
• Services marked completed with mutual satisfaction
9. Final Authority
All refund decisions are made by Findtol’s internal review team.
• Findtol’s decision is final and binding.
• No external arbitration or escalation will be entertained.
