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:
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.
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.
The Buyer will need to send an email to firstname.lastname@example.org, 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.
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.
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.
Only the one-off transactions are paid through Escrow account. Recurring transactions i.e. payroll, accounting, tax etc. are not covered by Escrow arrangement.
Best practice would be to communicate that to clients. If no response availed, please reach out to us.
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 email@example.com
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 firstname.lastname@example.org
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 email@example.com 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.
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.