Refund Policy

This Refund Policy explains the terms and conditions under which Taskoria Pty Ltd (ABN 37 658 760 831) ("Taskoria", "we", "our", or "us") processes refunds for payments made through our Platform.

Taskoria operates as a marketplace connecting Customers with Professionals. Our role is to facilitate these connections, and refunds are subject to the specific circumstances of each transaction.

By using the Platform and engaging in transactions, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

1. Scope of This Policy

This Refund Policy applies to:

• Platform service fees charged to Customers
• Platform commission fees charged to Professionals
• Subscription or membership fees (where applicable)
• Featured listing or advertising fees
• Any other payments processed through the Taskoria Platform

2. Customer Refunds

2.1 Eligible Refund Scenarios

Customers may be eligible for a full or partial refund in the following circumstances:

2.2 Non-Eligible Refund Scenarios

Refunds will generally not be provided in the following situations:

• Change of Mind: If you decide you no longer want the service after a Professional has been engaged or work has commenced.
• Cancellation by Customer: If you cancel a confirmed booking (cancellation fees may apply as outlined in our Terms & Conditions).
• Minor Dissatisfaction: General dissatisfaction with service quality that does not rise to the level of material breach or non-performance.
• Completed Services: Services that have been completed in accordance with the agreed terms and accepted by the Customer.
• Third-Party Issues: Issues arising from circumstances beyond Taskoria's or the Professional's control (e.g., weather delays, client-side access issues).
• Failure to Communicate: Issues arising from Customer's failure to provide accurate information, respond to Professional communications, or grant access as required.

2.3 Partial Refunds

In cases where services were partially completed or the issue is partially resolved, Taskoria may issue a partial refund at its discretion. The refund amount will be determined based on:

• The extent of service completion
• The nature and severity of the issue
• Efforts made by the Professional to resolve the matter
• Evidence provided by both parties

3. Professional Refunds

3.1 Commission Fee Refunds

Professionals may be eligible for refunds of platform commission fees in limited circumstances:

• Cancelled Bookings: If a Customer cancels before service commencement and no work was performed, commission fees will be refunded.
• Payment Disputes: If a payment is disputed and ultimately reversed, any commission charged on that transaction will be refunded.
• Platform Errors: If commission was charged in error due to a technical issue, the incorrect amount will be refunded.

3.2 Subscription or Feature Refunds

Professionals who purchase subscriptions, featured listings, or advertising packages may request refunds under the following conditions:

• Within Cooling-off Period: Refunds available within 14 days of purchase if the feature has not been substantially used.
• Service Outage: If the Platform experiences significant downtime affecting your subscription benefits, a pro-rata refund may be issued.
• Non-Delivery of Features: If advertised features are not provided or become unavailable, affected Professionals may receive refunds.

Note: Subscription refunds are generally not available once the subscription period has commenced and features have been accessed or utilized.

4. How to Request a Refund

5. Dispute Resolution

5.1 Taskoria's Role

When disputes arise between Customers and Professionals, Taskoria will:

• Facilitate communication between parties
• Review evidence provided by both sides
• Make fair and reasonable determinations based on our policies
• Act as a neutral mediator where appropriate

5.2 Final Decision Authority

Taskoria reserves the right to make final determinations on refund eligibility. Our decisions will be based on:

• Terms & Conditions compliance
• Evidence and documentation provided
• Historical conduct of involved parties
• Applicable consumer protection laws

5.3 Escalation Process

If you disagree with our refund decision, you may:

• Request a review by a senior member of our support team
• Provide additional evidence or information
• Seek external dispute resolution through relevant consumer protection authorities

6. Refund Processing

6.1 Processing Timeline

6.2 Refund Methods

Refunds will be issued using the original payment method whenever possible:

• Credit/Debit Cards: Refunded to the original card
• Bank Transfer: Refunded to the original bank account
• Digital Wallets: Refunded to the original wallet
• Platform Credit: May be offered as an alternative (with your consent)

6.3 Platform Credit Option

In some cases, we may offer Platform credit as an alternative to a direct refund. Platform credit:

• Can be used for future bookings or services on Taskoria
• Does not expire within 12 months of issuance
• Is non-transferable and linked to your account
• May be offered with a bonus incentive (e.g., 110% credit value)

Note: Platform credit is always optional. You may decline and request a standard refund instead.

7. Special Circumstances

7.1 Emergency or Extreme Weather

In cases of extreme weather events, natural disasters, or emergencies that prevent service delivery, Taskoria will work with both parties to find a fair resolution, which may include:

• Full refund to the Customer
• Rescheduling without penalty
• Partial compensation to the Professional for preparation time

7.2 Service Provider Insolvency or Unavailability

If a Professional becomes unavailable (e.g., business closure, serious illness) and cannot fulfill a booking, Taskoria will:

• Issue a full refund to affected Customers
• Attempt to connect you with alternative Professionals
• Provide support throughout the transition

7.3 Fraudulent Activity

If we detect or confirm fraudulent activity related to a transaction:

• Affected parties will receive full refunds
• The fraudulent account will be permanently suspended
• We will cooperate with law enforcement as appropriate
• Additional security measures may be implemented

8. Your Consumer Rights

Under the Australian Consumer Law, you have certain consumer guarantees including:

• Services must be provided with acceptable care and skill
• Services must be fit for the purpose disclosed
• Services must be provided within a reasonable time
• The right to a remedy if these guarantees are not met

For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au.

9. Refund Fees and Charges

9.1 No Refund Processing Fees

Taskoria does not charge fees for processing legitimate refund requests. If you are entitled to a refund, you will receive the full refunded amount without deductions.

9.2 Third-Party Payment Processing Fees

Please note that payment processing fees charged by third-party payment providers (credit card companies, banks, payment gateways) are generally non-refundable. These fees are set by the payment provider, not Taskoria.

9.3 Currency Conversion

If your original payment involved currency conversion, refunds will be processed in the original currency. Exchange rate fluctuations between the payment date and refund date may result in a different amount in your local currency.

10. Contact Us

If you have questions about this Refund Policy or need assistance with a refund request, please contact us:

11. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices, legal requirements, or business operations. When we make changes:

• We will update the "Last Updated" date at the top of this page
• Material changes will be communicated via email or platform notification
• Your continued use of the Platform constitutes acceptance of the updated policy

We encourage you to review this Refund Policy periodically to stay informed about our refund practices.