Cancellation Policy
CANCELLATION POLICY
1. Refunds & Cancellations - Users
1.1. If the Independent Contractor or Professional does not complete the Job within the agreed timescale, then the Buyer can request a refund of the money held in the Escrow Account. If for any other reason the Buyer cancels a Job that has been in progress, then the Independent Contractor or Professional may be entitled to at least some payment for the work completed.
1.2. Cancellations made by the users of the platform within 24 hours of a booking are subject to a penalty.
1.3. All communication between the user and the service provider or independent contractor must take place through the Alpha.co platform in order to secure the booking and payment.
1.4. Sharing of contact information is strictly prohibited and may result in the suspension of the user’s account.
1.5. Payment for Services must be made exclusively through our platform. Any request to pay, or make payment(s) using any other method other than through the Alpha.co site should be reported immediately to Customer Support here (add hyperlink).
1.6. If the User fails to show up on the day of the booking, then Independent Contractors will be partially compensated and the rest of the amount will be refunded back to the user, either in their wallet or their bank account, as per the choice made by the user.
1.7. If the User remains unsatisfied with the outcome of the project, then they can hereby request a partial refund within 7 days after the completion of the booked project.
1.8. It needs to be hereby duly noted that before making the booking payment or partial payment through the Platform or the Website of Alpha, the User has the discretion to edit or request for rescheduling the date(s), time and other essentials for the project, concerning such booking.
2. Terms - Professionals and Independent Contractors
2.1. Independent Contractor(s) or Professional(s) are subject to the rules of the subscription plan which highlights three modes of subscription which are:
2.1.1.Free Subscription 2.1.2.AN Basic Subscription 2.1.3.AN Plus Subscription
2.2. Independent Contractor(s) or Professional(s) are subject to the perks as mentioned in the subscription plan. It is however, at the Company’s sole discretion, to change the subscription plan at any time, without giving prior notice to the Independent Contractor(s) or Professional(s), but such change shall be duly notified to the Independent Contractor(s) or Professional(s).
2.3. The Company hereby declares that they do not provide any guarantees to the Service Providers in relation to the work they undertake.
2.4. It is hereby duly stated that the Service Providers must respond to customer’s inquiries in a timely manner and failure to do so will be at their sole discretion and the Company shall bear no responsibility for lower ratings or reviews.
2.5. It is hereby duly stated that rejecting of request by Users for booking by Service Providers may lead to low ranking on the Platform, after receiving suitable complaint from the User’s and evaluating the same.
2.6. It is hereby duly stated that in case the Independent Contractor doesn't show up on the day of the booking or fails to meet the agreed upon standards, the user
will be refunded the full paid up amount within 7 business days, either in their wallet or their bank account, as per the choice made by the user.
3. Dispute Resolution
3.1. In the rare cases where the Buyer and Freelancer cannot agree over whether the Job is adequately finished and should be paid for or not, then Alpha Customer Support can provide assistance and if needed provide Dispute Resolution to determine whether the funds in Escrow should be returned to the Buyer as a refund because the agreed job was not delivered; or whether the Freelancer is entitled to some or full payment for work delivered.
4. Project Delivery
4.1. Quality:
4.1.1.All Freelancers on Alpha must strive to deliver a high standard of work, appropriately meeting their Buyer's needs.
4.1.2.Specifically, Freelancers must ensure that all deliverables are:
4.1.2.1. error free;
4.1.2.2. fully address each of the Buyer's defined requirements;
4.1.2.3.are a complete set of deliverables as defined in the Offer description or as agreed as part of the requirements for custom projects; and
4.1.2.4.for Offers and projects, are of a standard consistent with the level of expertise indicated in the Freelancer's profile and proposals.
4.2. Cancellation of a Project:
4.2.1.After the Commencement of a project, the Buyer may request a cancellation, if there are funds in the Escrow Account and the Buyer believes they are entitled to a refund, the Buyer can notify Alpha of the cancellation.
4.3. Project Refund Policy:
4.3.1.A Buyer is entitled to receive a refund of funds held in the Escrow Account under the following circumstances:
1. No Response: The Freelancer has not responded within one
(1) working day of the Commencement of the project;
2. Non-Delivery: For Offers, the Freelancer of an Offer did not deliver the scope of work within the delivery timescales indicated in the Offer. For fixed price or price per item, Custom projects, non-delivery means agreed scope of work was not delivered within the agreed timescales;
3. Per Hour Rate: In case no time has been spent on Custom projects.
4. Poor Quality: With the exception of per hour rate for Custom projects, the deliverables provided by the Freelancer do not meet the terms defined in the terms of services, then the Buyer and Freelancer may mutually agree to a refund for reasons other than the previous clause however authorization of such refunds will be subject to a review by Alpha.
4.4. Refunds are only applicable to funds held in the Escrow Account. As per Clause 3, funds should only be paid out of the Escrow Account once the Buyer is satisfied that the project (or any agreed milestone deliverables) has been completed. By releasing funds from the Escrow Account, the Buyer accepts that this money is non-refundable.
4.5. Buyers must avoid filing a dispute or reversing payment through their credit card holder, Bank or PayPal. Attempts to seek a refund in this way will lead to the Buyer's account being automatically suspended.
4.6. This Agreement or any other communication in electronic form or printed shall be admissible in judicial or arbitration proceedings as if produced in printed form.
5. Special Condition on the Professional
5.1. It is understood by the Professional that the Client(s) in terms of their engagement with Alpha are prohibited to make any direct deal with the Alpha's Professional(s), without the prior permission of Alpha. The Professional undertakes to not approach, engage, solicit, make or accept any offers and/or otherwise deal with the Client(s), directly or indirectly, without Alpha's involvement for any event undertaken by the Client.
5.2. The ‘Professional’ agrees not to hand out business cards or any promotional materials bearing their personal telephone number and/or address, or any other contact details other than those of Alpha, to the ‘Client’, their guests, staff, venue or contractors. If approached, the ‘Professional’ must inform the person/s concerned to contact Alpha.
5.3. In the event any engagement between the Professional and the Client is found at a later stage, the Professional shall be liable to pay Alpha a penalty of INR 7,50,000 which the Professional acknowledges as reasonable and justified compensation to Alpha for breach of contract. This clause shall survive the Event with respect to the Client or organizer of the Event.
6. Force Majeure
6.1. In cases of ‘Force Majeure’ (which shall be known as war, fire, death, illness or other capacity certified by a properly qualified medical practitioner, epidemic, accident, civil commotion, national calamity, order of Government or Local Authority having jurisdiction in the matter, changes in law, foreign government policy, act of God), which are not attributable to any act or failure to take preventive action by the ‘Professional’ or ‘Client’, then the ‘Professional’ may cancel this booking without penalty other than loss of Performance Fee.
7. REFUND POLICY
7.1. All refunds will be processed within 7 business days after a successful request is made by the User’s for refund, after the due completion of proper inquiry by Alpha. It is to be hereby noted that Project Refund Policy does not cover any costs associated with the project, such as travel costs, materials, or any other costs outside of the agreed upon project cost shown on the Platform or Website of Alpha.
7.2. It is to be hereby noted that the refund amount will be determined by Alpha solely and is subject to change at any time without notice to either the User or the Independent Contractor.