At Wookii, we are dedicated to fostering a secure, transparent, and reliable platform for both customers and artisans. Our Dispute Resolution Team is committed to addressing any issues fairly and efficiently to ensure a positive experience for all parties. Please carefully review the detailed guidelines below before initiating a dispute.
When to Open a Dispute
You may file a dispute under the following circumstances:
- Non-Delivery of Service: The artisan failed to attend the scheduled service without prior notice or valid reason.
- Substandard or Incomplete Service: The service provided was not completed, was of poor quality, or did not meet the agreed-upon terms or expectations outlined during booking.
- Payment Disputes: Issues such as overcharges, unauthorized charges, or discrepancies between the agreed price and the amount charged.
- Unprofessional Conduct: Either party (customer or artisan) engaged in unprofessional behavior, including rudeness, harassment, or misrepresentation of services or expectations.
- Breach of Agreement: Any violation of the terms or conditions agreed upon during the booking process, including but not limited to scope of work, timeline, or specific deliverables.
- Property Damage or Safety Concerns: Damage to property or unsafe practices caused by the artisan during the service, or any other significant concerns impacting the service outcome.
Before Submitting a Dispute
To ensure a smooth and effective resolution process, please follow these steps before filing a dispute:
- Verify Booking: Confirm that the service was booked through the Wookii app. Disputes for services arranged outside the platform cannot be processed.
- Attempt Direct Communication: If feasible, try to resolve the issue directly with the other party through the Wookii app’s messaging system. Many disputes can be settled amicably through open dialogue.
- Collect Evidence: Gather all relevant documentation to support your claim, including:
- Screenshots of conversations or agreements made in the Wookii app.
- Photos or videos of the service outcome (e.g., incomplete or poor-quality work).
- Receipts or proof of payment, including any disputed charges.
- Any other relevant correspondence or documentation.
- Provide Clear Details: When submitting your dispute, clearly and concisely describe the issue, including specific details about what went wrong, when it occurred, and how it deviated from expectations.
- Act Promptly: Submit your dispute within 7 days of the service date to ensure timely review and resolution.
Dispute Resolution Process
- Submission: Use the “Create Ticket” feature in the Wookii app to submit your dispute. Complete the dispute form with all required details, including a description of the issue and any supporting evidence.
- Review Timeline: Our Dispute Resolution Team will review your case within 48–72 hours of submission. During this period, we may reach out to both the customer and the artisan for additional information or clarification.
- Investigation: We conduct a fair and impartial investigation, considering evidence and statements from both parties. This may include reviewing chat logs, booking details, and any submitted documentation.
- Resolution Outcome:
- If the Artisan is at Fault: Depending on the severity and nature of the issue, the customer may be eligible for a full or partial refund, a replacement service, or other remedies as deemed appropriate.
- If the Customer is at Fault: The artisan may receive full payment for the service, and the customer’s dispute may be dismissed.
- Mutual Agreement: In some cases, we may propose a compromise, such as a partial refund or rescheduled service, if both parties agree.
- Notification: Both parties will be notified of the final decision via the Wookii app and email. Decisions are final but may be revisited if new, substantial evidence is provided.
- Follow-Up: If a refund or replacement service is granted, we will ensure it is processed promptly. Refunds typically take 5–10 business days, depending on the payment method.
Important Policies
- Fairness and Transparency: Our team is committed to reviewing all disputes impartially, ensuring both customers and artisans are treated equitably.
- Abuse of the Dispute System: Repeated misuse of the dispute process (e.g., submitting frivolous or fraudulent claims) may result in warnings, temporary restrictions, or permanent account suspension.
- Confidentiality: All dispute-related information is handled with strict confidentiality and used solely for the purpose of resolving the issue.
- Non-Eligible Disputes: Disputes involving services not booked through Wookii, issues resolved directly between parties, or claims lacking sufficient evidence may not be processed.
Tips for a Smooth Resolution
- Be Proactive: Address issues as soon as they arise to avoid delays in resolution.
- Use the Wookii App: Always book and communicate through the Wookii app to ensure all interactions are documented and eligible for dispute resolution.
- Be Respectful: Maintain professionalism when communicating with the other party or our team, as this facilitates a faster and fairer resolution.
- Check Agreements: Before booking, confirm all details (e.g., scope, price, timeline) with the other party to avoid misunderstandings.
How to File a Dispute
- Open the Wookii app and navigate to the “Help” or “Support” section.
- Select “Create Ticket” and choose “File a Dispute.”
- Complete the dispute form, providing a detailed explanation of the issue and attaching all relevant evidence.
- Submit the form and monitor your app notifications or email for updates from our team.
For additional assistance, contact our support team through the Wookii app or visit our Help Center at support@wookii.com. We are here to ensure your experience on Wookii is positive and hassle-free.
Thank you for choosing Wookii!