Last updated: [EFFECTIVE DATE] | Version: 1.0
This policy explains how money moves in a booking, when you can cancel, and how disputes are handled. It is part of the Terms of Service.
1. How payment is held
- The Worker accepts your booking request.
- You pay through the app (HitPay: GCash, Maya, cards, QR Ph and other methods shown at checkout). Booking status becomes Paid.
- The money is held and not yet paid to the Worker.
- The Worker starts and finishes the job and marks it Completed.
- You confirm in the app and the payment is released to the Worker (minus the 12% platform fee).
- If you do not respond, payment is automatically released 72 hours after the job is marked completed, unless you open a dispute first.
2. Cancellation by the Customer
| When | What happens |
|---|---|
| Before the Worker accepts | Free. No payment has been taken. |
| After accepting, before you pay | Free. |
| After you pay, before the Worker starts the job | Cancel in the app. Full refund to your original payment method, [except: if you cancel within [2 hours] of the scheduled start, [a cancellation fee of [PERCENT]% / PHP [AMOUNT]] may be paid to the Worker for lost time. CONFIRM whether to adopt a late-cancellation fee.] |
| After the job has started | Not cancellable in the app. Contact support or open a dispute for any unfinished or unsatisfactory work. A partial refund may be granted. |
3. Cancellation or no-show by the Worker
- If a Worker cancels or does not arrive within [30] minutes of the agreed time without telling you, you receive a full refund.
- We may warn, restrict or remove Workers who repeatedly cancel or no-show.
- We will try to help you find another Worker.
4. Refund timing
Approved refunds are sent back through HitPay to the original payment method. Processing times depend on the method and bank, usually [3-10] business days [CONFIRM per payment method]. [CONFIRM: whether payment processing fees are refunded or retained.]
5. Disputes
You can open a dispute in the app if:
- The Worker did not show up or did not finish the job;
- The work is substantially different from what was agreed, or defective; or
- You were charged an incorrect amount.
Deadline: Open the dispute before the 72-hour auto-release or within [X] hours of completion, whichever is earlier. Once funds are released, in-app refunds are no longer automatic. You may still contact support, and we will review in good faith [and may help mediate]. [CONFIRM post-release remedy.]
What happens:
- The booking status becomes Disputed and the payout stays held.
- Both sides can submit descriptions and photos through the app and chat history is considered.
- Our team reviews the evidence and decides to refund the Customer (fully or partly) or release to the Worker, normally within [5] business days [CONFIRM SLA].
- We tell both of you the outcome with a short explanation.
Our decision is a Platform decision about funds we hold. It does not stop you from pursuing a claim in court, at the DTI or other agency, or from filing a police complaint for crimes.
False disputes or disputes made in bad faith can lead to account action.
6. Quality guarantee
Jaypees does not guarantee the quality of any Worker's work. We encourage Workers to fix problems fairly. Property damage or injury should be reported immediately in the app and, where serious, to the police and your insurer. [CONFIRM: any limited damage-protection programme.]
7. Worker payment on cancellations
Workers are paid only for bookings completed and confirmed or auto-released, or as stated here for late cancellation fees. Refunded bookings pay nothing to the Worker.
8. Your consumer rights
Nothing in this policy limits your rights under the Consumer Act of the Philippines (RA 7394), the Internet Transactions Act (RA 11967) or other applicable law. You may contact the DTI Consumer Protection Group [CONFIRM contact] if you are not satisfied.
9. Contact
[SUPPORT EMAIL] | [SUPPORT PHONE] | In-app support
Drafting notes (remove before publishing)
- Contract behaviour: refund via HitPay only if booking is Paid and not started; dispute allowed before release. The late-cancellation fee, mid-job partial refund and post-release remedy are NOT yet in the product and need a product decision.
- Confirm whether HitPay refunds return processing fees and the maximum refund window of each payment method.
- Under RA 11967, e-marketplace operators have duties on redress for consumers; confirm whether the dispute process must be strengthened.