Giggy Policy

Messaging Terms & Conditions

1. Purpose of Messaging

• The messaging feature allows secure communication between customers and service providers within the platform.
• Permitted uses include:
• Rescheduling or cancelling bookings
• Viewing or confirming booking details
• Sharing information about the service or gig
• Requesting or approving additional payment, if the provider needs extra payment to complete a gig or service

2. User Responsibilities

• Both customers and providers are responsible for the content they send.
• Messages must be professional, relevant, and service-related.
• Messages must not contain illegal, offensive, abusive, discriminatory, or inappropriate content.
• Sharing personal contact information (phone numbers, email addresses, or other personal identifiers) through messaging is strictly prohibited.
• Users must not share sensitive financial information beyond what is required to complete a service.
• Users must not use messaging to solicit business outside the platform or bypass platform fees.

3. Platform Monitoring & Privacy

• Messages are stored securely, and access is restricted to authorized personnel for support, dispute resolution, or legal purposes.
• The platform reserves the right to monitor messages for compliance, safety, or quality assurance.

4. Communication Guidelines

• Messages should focus on:
• Confirming service details
• Providing updates or clarifications regarding the gig or service
• Handling rescheduling, cancellations, or additional payments
• Providers may request extra payment only through the platform messaging system and for legitimate reasons to complete the service. Customers should approve extra payments via the platform to ensure protection.

5. Prohibited Use

Users may not use messaging to:

• Harass, threaten, intimidate, or defame other users
• Send spam, promotional content, or unauthorized commercial offers
• Share personal contact information (phone numbers, email IDs) or other sensitive identifiers
• Share sensitive information unnecessarily
• Conduct any activity outside the platform that violates laws or regulations

6. Liability

• The platform is not responsible for any disputes, damages, or losses arising from messaging interactions.
• Users agree to hold the platform harmless from claims related to messaging misuse or disagreements between providers and customers.

7. Termination & Suspension

• We reserve the right to suspend or terminate messaging privileges and/or user accounts for violations of these terms, including sharing personal contact information or other prohibited activities.

8. Changes to Terms

• These terms may be updated at any time. Users will be notified of significant changes via the platform or email. Continued use of messaging constitutes acceptance of the updated terms.

1. Resolve Through Direct Communication (First Step)

• Giggy encourages customers and providers to resolve concerns directly via the in-app chat before escalating to Support.
• Most misunderstandings (e.g., timing, quality, payment) can be cleared through polite discussion and proof exchange.
• The app will automatically prompt both parties with helpful resolution tips before allowing escalation (e.g., “Have you tried contacting the provider?”).

2. Quick-Action Timeframes

• General disputes must be lodged within 15 days of service completion.
• Damage or safety-related issues must be reported within 48 hours.
• Reports submitted after these windows may not qualify for mediation unless exceptional circumstances apply.

3. How to Raise a Dispute

• A dispute can be initiated through the Giggy app → Service → Report an Issue, or via contact@gogiggy.com.
• Supporting evidence (photos, chat screenshots, invoices, etc.) must be uploaded for faster handling.
• Giggy may request further documentation before proceeding.

4. Giggy Mediation Process

• Once a dispute is raised, Giggy’s Support Team will:
  • Review all submitted details.
  • Contact both parties for clarification.
  • Aim to reach a resolution within 5 business days.
• Both parties must respond to requests for information within 48 hours to avoid automatic closure.

5. Resolution Outcomes

Depending on the findings, Giggy may:

• Arrange a re-service by another verified provider.
• Issue a partial or full refund for unsatisfactory work.
• Offer credit or compensation for verified property damage.
• Close the case if the complaint is found invalid or unsupported by evidence.

6. Provider Accountability

• Providers must:
  • Deliver services exactly as booked.
  • Maintain professionalism and courtesy.
• Proven misconduct may result in:
  • Penalties applied to future payouts.
  • Temporary or permanent suspension from Giggy.
  • Mandatory retraining for repeat or minor offences.

7. Customer Responsibilities

• Customers must:
  • Provide accurate service details and safe access.
  • Treat providers respectfully.
  • Use the dispute system in good faith.
• Submitting false or exaggerated claims may result in account restrictions or suspension.

8. Escalation Path

• If a party disagrees with the Support Team’s resolution, they may escalate the issue to Giggy’s Dispute Review Panel.
• The panel conducts an independent review and delivers a final internal decision.
• External arbitration may be sought only after all internal avenues are exhausted.

9. Giggy Protection Promise

• Giggy offers limited coverage under its “Service Satisfaction & Protection Plan”, covering verified damages up to a capped amount.
• This is a goodwill measure, not an insurance policy.
• Providers are still primarily liable for any proven negligence or damage.

10. Communication Transparency

• All dispute-related messages and attachments are securely recorded within the Giggy app.
• Both parties can track case progress, view updates, and see the final decision.
• Giggy may use anonymized data to improve future platform safety and training.

11. Prevention and Education

To reduce disputes before they arise:

• Rating alerts: Giggy notifies providers who consistently receive low ratings and provides improvement tips.
• Customer pre-confirmation: The app reminds customers to review booking details (location, price, service type) before confirming.
• Photo evidence prompts: Before completing a booking, both parties are prompted to upload “Before” and “After” photos (for service categories like cleaning, beauty, or automotive).
• Auto-resolution suggestions: If a dispute is minor (e.g., scheduling, small refund), the app suggests compromise options (partial refund, reschedule) before escalation.

12. Final Guiding Principle

Giggy’s goal is to foster trust and fairness by resolving concerns collaboratively, quickly, and respectfully, without unnecessary escalation.

Support is a safety net — not the first stop.

Overview

At Giggy, we understand that plans can change. This policy ensures fairness between customers and service providers by defining cancellations and rescheduling work. Our goal is to keep the platform flexible for customers while protecting provider time and commitments.

1. Customer Cancellations

Customers may cancel the booking at any time. The cancellation fee depends on how close the cancellation is to the scheduled appointment:

• If a customer cancels more than 24 hours before the appointment, there is no charge, and a full refund will be issued (minus any payment processor fees, if applicable).
• If a customer cancels within 24 hours of the appointment, 15% of the service cost plus platform fees and applicable taxes will be charged. This fee is automatically applied at the time of cancellation, and the remaining amount will be refunded to the original payment method.
• If a customer cancels within 12 hours of the appointment, 30% of the service cost plus platform fees and applicable taxes will be charged. This fee is automatically applied at the time of cancellation, and the remaining amount will be refunded to the original payment method.

Additional Rules:

• All cancellations must be made through the Giggy mobile app.
• Platform fees and taxes are non-refundable once the booking is confirmed.
• If a booking contains multiple services, standard cancellation fees apply for each individual service.
• Refunds are processed to the original payment method and may take 3–5 business days.

2. Customer Rescheduling

Customers can request a reschedule of a booking through the Giggy mobile app, provided the provider agrees to the new time.

• If the booking is within 24 hours, rescheduling is allowed only once and only if the provider agrees. A warning will be displayed: “If you reschedule now, you cannot cancel later since this is within 24 hours.”
• If the booking is more than 24 hours away, customers and providers may reschedule up to three times in total combined between both parties.
• Rescheduling is not allowed after the provider has arrived or the service has started; it will be treated as a cancellation.
• Rescheduling is not allowed after the service has been completed; customers must book a new service.

Rescheduling Limits

• A booking can be rescheduled up to three times in total (combined between customer and provider).
• Once this limit is reached, the booking must be cancelled and rebooked.

3. Refunds and Adjustments

Refunds are applied based on the following scenarios:

• If a customer cancels more than 24 hours before the appointment, they receive a full refund, minus any payment processor fees.
• If a customer cancel within 24 hours Refund reduced by 15% + platform fees and taxes.
• If a customer cancel within 12 hours Refund reduced by 30% + platform fees and taxes.
• If a provider cancels or does not show up, the customer receives a full refund, and the next booking’s service fee is waived.
• If an emergency provider cancellation is approved by Giggy, the outcome will be determined based on discussion with Giggy Support and final decision by the Giggy team.

Note: Taxes are calculated wherever applicable.

4. Multiple Services in One Booking

If a customer books multiple services in one booking, each service is managed individually for cancellations and rescheduling. If one provider’s timing conflicts with another, standard cancellation or rescheduling rules still apply.

5. Buffer Time Between Jobs

A 30-minute buffer is automatically maintained between bookings to allow providers travel and setup time. Customers should consider this when planning multiple consecutive services, as it may affect last-minute rescheduling or cancellations.

6. Additional Payment Policy

Any extra work or payment agreed upon between a customer and provider must be documented through the Giggy mobile app. Giggy will not mediate or refund off-platform payments. All additional payments appear in the booking record for transparency.