Refund Policy

At Heroes Hive, we are committed to ensuring that both Hives (Clients) and Squads (Service Providers) have a successful and satisfactory experience on our platform. We understand that disputes or issues may arise in the course of a project, and we have established the following refund policy to address such situations.

1. Eligibility for Refunds

Refunds may be requested under the following circumstances:

  • Non-performance by Squad (Service Provider): If the Service Provider (Squad) fails to deliver the agreed-upon work or does not meet the expected quality standards as outlined in the contract between the Hive (Client) and Squad (Service Provider).
  • Failure to Start Work: If a Squad (Service Provider) fails to commence the project by the agreed-upon start date and has not provided any valid explanation.
  • Cancellation by Hive (Client): A Hive (Client) may request a refund if the project is canceled before significant work has been delivered, provided that any cancellation fees outlined in the initial agreement are taken into account.
  • Mutual Agreement: A refund may be issued if both the Hive (Client) and the Squad (Service Provider) agree to terminate the project and settle any payments.

2. Refund Request Process

To request a refund, the Hive (Client) must:

  • Submit a formal request through the Heroes Hive platform’s dispute resolution system within 14 days of project completion or cancellation.
  • Provide clear details and evidence of the non-performance, failure to deliver, or project cancellation.
  • Engage in good faith discussions with the Squad (Service Provider) to attempt to resolve the issue before escalating to Heroes Hive support.

Once a refund request is submitted, Heroes Hive will mediate between the Hive (Client) and the Squad (Service Provider) to assess the situation, review the evidence, and determine whether a refund is warranted.

3. Refund Conditions

Refunds will be issued under the following conditions:

  • Partial Refunds: In cases where some work has been delivered but does not meet the agreed standards or scope, partial refunds may be granted based on the level of completion.
  • Full Refunds: Full refunds may be granted if no work has been delivered, or the work delivered is deemed entirely unsatisfactory, and the Hive (Client) is able to provide clear evidence of this.
  • No Refunds: Refunds will not be issued if:
    • The work has been delivered as per the agreed scope and timeline.
    • The Hive (Client) is requesting a refund based on a change in business needs after significant work has been completed.
    • The dispute is raised after the 14-day period following project completion.

4. Dispute Resolution

If a refund request cannot be resolved directly between the Hive (Client) and the Squad (Service Provider), Heroes Hive will step in to mediate the dispute. Our mediation process includes:

  • Reviewing communications between the Hive (Client) and the Squad (Service Provider)
  • Assessing the scope of work and whether the Squad (Service Provider) met the deliverables
  • Making a final determination based on the evidence presented

The decision made by Heroes Hive’s mediation team will be considered final.

5. Payment and Processing of Refunds

  • Refunds will be processed using the original payment method used by the Hive (Client).
  • Refunds may take up to 10 business days to process, depending on the payment provider.
  • Any fees related to platform usage or transaction processing are non-refundable, unless explicitly stated otherwise during the refund resolution process.

6. Changes to Refund Policy

Heroes Hive reserves the right to modify or update this refund policy at any time. Any changes will be communicated via the platform and will take effect immediately for new transactions, while existing projects will follow the refund policy in effect at the time of the agreement.

Contact Information

For any questions or concerns regarding this Refund Policy, please contact our support team at:

Email: [email protected]
Website: www.heroeshive.com/contact

Last updated: September 10, 2024