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Hoova Resolution and Dispute Process

Raising a Dispute

For Customers: Should you find the cleaning services received unsatisfactory, you must raise a dispute within 48 hours of job completion via the Hoova app or our website at help.  

For Service Providers: If you face any issue related to payment, service conditions, or other job-related concerns, you must submit your grievance within 72 hours of job completion using the ‘Hoova Me’ application.

Supporting Evidence

All parties involved in the dispute are encouraged to provide relevant evidence. This may include:

  • Photographs or videos showing the condition of the cleaned area.
  • Any written or electronic communication between the customer and service provider.
  • Any other relevant documents or proof.

Review Process

The Hoova Resolution Team will review the details of the dispute. This review process may take up to 14 business days.

During the review, the team might contact both parties for additional information or clarification.

Resolution Outcomes

For Service Quality Concerns: If the team finds that the service was indeed below the platform’s standards, customers might be entitled to a full or partial refund. Alternatively, a re-cleaning session might be arranged, depending on the nature of the complaint.

For Payment Discrepancies: The team will assess the evidence and decide on the rightful amount to be disbursed. Overpayments might be refunded to the customer, while underpayments might be covered in the cleaner’s next payout.

Feedback and Penalties

For Service Providers: Continuous negative feedback or involvement in multiple valid disputes might result in penalties, such as reduction in job visibility, deduction of ‘Job Credits’, or even suspension or termination of the ‘Hoova Me’ account.

For Customers: Filing multiple disputes that are found to be groundless might result in warnings or suspension of the Hoova customer account to maintain the integrity of the platform.

Appeals

If either party is dissatisfied with the resolution, they may appeal the decision once. The appeal must be lodged within 7 days of the initial resolution. 

The Hoova Appeals Committee will review the decision, which may involve revisiting evidence, considering additional proofs, or even involving a third-party mediator if necessary.

Finality of Decision

Once the appeal process is completed, the decision made is final. Both parties agree to abide by the final decision, and no further challenges will be entertained.

Mediation and Arbitration

If a resolution cannot be achieved through the above steps, and the dispute remains unresolved, both parties may agree to enter mediation or arbitration as a final step. Any costs associated with this process will be split between both parties unless otherwise decided by the mediator or arbitrator.

Maintaining Decorum

Both service providers and customers are urged to remain respectful during the dispute process. Abusive language, threats, or harassment of any kind will not be tolerated and might result in immediate account suspension.

Updates to the Resolution and Dispute Process

Hoova reserves the right to update or modify this process as deemed necessary. It’s the responsibility of all platform users to stay updated with the latest terms and guidelines

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