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Escrow FAQ
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FAQ

For Clients-

  1. Are services offered through Greenhouse safe?

Definitely. You and your transaction are protected every step of the process, thanks to our service provider vetting process, tracking of all projects, and payment gateway.

All service providers go through the following vetting process:

  1. Can I get a refund if I am not satisfied with the services rendered? How much that would be and how long would it take?

        You have to dispute the work performed by the service provider within 5 business days,thus all unpaid amounts to the vendor and including Greenhouse’s intermediary fees excluding payment processing fees can be refunded. Once the dispute is resolved, Greenhouse will take upto 14 working days to refund the disputed amount.

  1.  Who is handling my money and how do you assure that it is safe with you?

    Greenhouse holds and regulates your payment as it helps make transactions more secure by keeping the payment in a secure escrow account which is only released when all of the terms of our agreement are met as overseen by Greenhouse.
    There is no scope for uncertainty or worries as the entire transaction is conducted under the supervision of Greenhouse’s honest and diligent professionals. With Greenhouse’s reliable brand shielding your transaction, you can rest assured that your funds are in safe hands, free from fraud.

  1. What happens if I fail to dispute services providers work within the stipulated time?

Clients are required to dispute the service delivery within or prior to five working days from the completion of the project.  

Unfortunately, if you are not able to respect the deadline of five working days Greenhouse is not able to interfere and consider your claims. You are always welcome to reach our team though. Our team and vetted service providers care a lot about the customer experience and we will do our best to help you.

  1. How can I decline the services submitted by the service provider of my choice?

The Buyer will need to send an email to incorporate@greenhouse.co, describing what has gone wrong and sharing as much evidence as possible (e.g. screenshots of email exchanges, screenshots of WhatsApp or other similar app mediums, etc.). Once notified, Greenhouse's team will start an investigation, if the complaint proves to be accurate Greenhouse will then send amendment emails to both parties. Greenhouse will make the adjustments and give instructions after the Buyer and Seller have replied to the amendment email.

  1. What if there is a disagreement during the transaction? What is dispute resolution?

In the scenario when there is a disagreement before the completion of the service delivery, the buyer and the seller have 14 calendar days (considered Negotiation Period) to resolve their dispute.

If the buyer and seller have not resolved the dispute within the 14 day Negotiation Period, the buyer and seller are provided a second 14 day period (considered Dispute Resolution period). During the 14 days Dispute Resolution period, Greenhouse’s team will get involved to assess the situation and will be authorized to make a decision, including to close the transaction and refund the buyer, less any third party fees.

For Vendors-

  1. I am a service provider on your platform. Why do you need to keep client amounts in Escrow instead of transferring it to us directly?

Escrow is a neutral account where we keep aside the money until the project is completed. The funds are kept to ensure that you satisfy the obligations initially set with clients. Satisfied customers will return and thus will increase revenue earning opportunity for all stakeholders on the platform.

  1. What are the bills paid from the Escrow account?

Only the one-off transactions are paid through Escrow account. Recurring transactions i.e. payroll, accounting, tax etc. are not covered by Escrow arrangement.

  1. What if the client is not responsive thus hampering my ability to deliver the services as promised?

Best practice would be to communicate that to clients. If no response availed, please reach out to us.

REFUNDS

How can I submit a request for a refund?

We encourage you to attempt to resolve any issues with your contracted Service Provider before filing a claim with Greenhouse. However, if you would like to request a refund from funds held with Greenhouse under an escrow arrangement, you must first file a Dispute around the services rendered. To do so, you can contact the Dispute Resolutions Team at Greenhouse in the days preceding the completion of work requested by you from the contracted service provider, or during the Dispute Period defined in this Agreement. The Greenhouse Dispute Resolutions Team can be contacted at incorporate@greenhouse.co

What do I need to do to be eligible for a refund?

Before making your refund request please check and adhere to the requirements for a refund submission before submitting your request. These requirements are available in the Escrow Terms and Conditions, and you can request another copy of these documents by emailing us at incorporation@greenhouse.co 

What are eligible reasons for a refund?

In order to submit a refund, your request needs to fall into one of the valid Refund Request Classifications which is updated on an ongoing basis, and should be validated prior to making a refund request. By engaging in Escrow Services at Greenhouse, you affirm that you agree and understand the Refund Request Classifications.

Refund Request Classifications:

To receive more details on the refund classifications,  please drop us an email at incorporate@greenhouse.co asking for clarification and our team will answer your questions.

Can my Contracted Service Provider dispute my refund request?

Your contracted Service Provider has the ability to dispute the refund request if they feel a refund is not warranted. Greenhouse’s team will get involved and assess the situation on a case by case basis, reviewing submitted evidence and interviewing both parties.

What happens if I don’t agree with the outcome of a refund dispute?

A Greenhouse dispute resolutions team specialist will provide mediation assistance to both parties to try and resolve the matter. Where we are unable to resolve the dispute internally, either party is able to seek external assistance from third party resources to settle the dispute. By accepting the terms and conditions of this agreement, you will also be required to bear the expense of any dispute service sought out by third parties, and affirm the understanding that these costs cannot be sought to be reimbursed by Greenhouse.

OTHER

11. Can a transaction be cancelled by someone other than the Buyer or Seller?

Yes. We (Greenhouse) review transactions and may cancel a transaction if fraud is suspected.