Refund, Cancellation, and Dispute Policy

1. Purpose

Arteesa aims to operate a trusted marketplace where customers can confidently hire skilled artisans and artisans can provide services fairly. This policy explains how disputes are handled, when refunds may be issued, and the responsibilities of customers, artisans, and Arteesa.

2. Scope

This policy applies to services booked or paid for through Arteesa. By using Arteesa, customers and artisans agree to comply with this policy.

3. Arteesa's Role

Arteesa is a technology platform that connects customers with independent artisans. Arteesa may facilitate bookings, process payments, hold payments where applicable, assist with dispute resolution, and enforce marketplace policies.

Arteesa is not a party to the service contract between the customer and artisan and does not guarantee the quality, legality, safety, or outcome of any service.

4. Resolving Issues First

Before filing a dispute, customers and artisans are expected to:

• Communicate through Arteesa's in-app messaging or approved support channels.
• Attempt to resolve misunderstandings amicably.
• Allow reasonable time for responses, unless there is an urgent safety concern.

5. When a Customer May Open a Dispute

A customer may open a dispute if:

• The artisan fails to arrive without prior notice.
• The service is not delivered.
• The completed work is significantly different from the agreed service description.
• The artisan abandons the job before completion.
• Serious damage is caused during service.
• Fraudulent activity is suspected.
• The artisan demands payment outside Arteesa after the booking has been confirmed.
• The customer believes the service delivered is materially below reasonable professional standards.

Minor dissatisfaction, personal preferences, or issues unrelated to the agreed service may not qualify for a dispute.

6. When an Artisan May Open a Dispute

An artisan may open a dispute if:

• The customer refuses to provide access needed to perform the service.
• The customer refuses to confirm the job as done after satisfactory completion.
• The customer provides misleading or false information.
• The customer behaves abusively or threatens the artisan.
• The customer requests services outside the original booking without agreeing to additional charges.
• The customer falsely claims the service was not completed.

7. Time Limit for Filing a Dispute

Disputes must be submitted within 7 days after:

• Completion of the service.
• Cancellation of the service.
• The scheduled service date if the service never commenced.

Late disputes may not be accepted unless exceptional circumstances exist.

8. Evidence Required

Both parties may be asked to provide evidence, including:

• Photos or videos.
• Screenshots and chat history.
• Receipts, invoices, and booking records.
• Location evidence or completion media.
• Any other relevant documentation.

Providing false or manipulated evidence may result in suspension or permanent account removal.

9. Investigation Process

Once a dispute is received:

• Arteesa acknowledges the complaint.
• Both parties may be notified.
• Evidence is collected.
• Arteesa reviews available information.
• A decision is issued.

Most disputes are resolved within 3-7 business days, although more complex cases may require additional time.

10. Possible Outcomes

Depending on the evidence, Arteesa may decide to:

• Release payment to the artisan.
• Refund the customer in full or in part.
• Request that the artisan complete unfinished work.
• Cancel the booking.
• Suspend or permanently remove an account.
• Take another action necessary to maintain marketplace integrity.

All decisions are made based on available evidence.

11. Refund Policy

11.1 Full refund

Customers may receive a full refund if:

• The artisan never arrived.
• The booking was cancelled by the artisan without acceptable reason.
• The service never started.
• A duplicate payment occurred.

11.2 Partial refund

Partial refunds may be issued where:

• Part of the agreed service was completed.
• The customer received some measurable value.
• Certain agreed tasks were not completed.
• The refund amount depends on the work completed and the evidence provided.

11.3 No refund

Refunds generally will not be issued where:

• The customer changes their mind after completion.
• The customer was satisfied and later changed opinion without new evidence.
• Minor issues that do not materially affect the agreed service are reported.
• The customer prevented the artisan from completing the work.
• The customer missed the appointment without prior notice.
• The dispute was filed outside the timeframe without valid justification.

12. Cancellation Policy

12.1 Customer cancellation

• More than 24 hours before appointment: generally eligible for a full refund.
• Less than 24 hours before appointment: cancellation fees may apply.
• After the artisan has arrived: refund eligibility depends on the circumstances and evidence.

12.2 Artisan cancellation

• If the artisan cancels without acceptable reason, the customer may receive a full refund.
• The customer may be able to rebook another artisan.
• Repeated artisan cancellations may affect account standing, ranking, or eligibility.

13. Payment During a Dispute

• Where payments are held through Arteesa, funds may remain on hold until the dispute is resolved.
• Payments will only be released after completion confirmation, timeout policy, or final dispute decision.
• Arteesa may pause release where fraud, abuse, chargeback, or unresolved dispute signals exist.

14. Chargebacks

• Customers should contact Arteesa before initiating a bank or card chargeback.
• Fraudulent chargebacks may result in account suspension or permanent removal.
• Arteesa may recover associated costs where legally permitted.

15. Fraud Prevention

Arteesa may investigate cases involving:

• Identity fraud.
• False dispute claims.
• Manipulated evidence.
• Multiple fraudulent accounts.
• Payment fraud.

Accounts involved may be suspended or permanently terminated without notice where permitted by law.

16. Appeals

If either party believes a decision was made in error, an appeal may be submitted within 7 days of receiving the decision. Appeals must include:

• New evidence not previously submitted; or
• Clear reasons why the original decision should be reconsidered.

Arteesa will review the appeal and issue a final decision.

17. Limitation of Liability

Arteesa is not responsible for indirect, incidental, or consequential damages arising from services provided by artisans.

18. Policy Updates

Arteesa may amend this policy at any time. Updated versions will be published on the platform, and continued use of Arteesa constitutes acceptance of the revised policy.

19. Contact

• In-app support where available.
• Email: hello@arteesa.app
• WhatsApp/Phone: +2348147282100

Arteesa is committed to resolving disputes fairly, transparently, and as quickly as possible while protecting both customers and artisans.