Guarantee
You have up to 7 calendar days from the date your resolution is delivered to activate your guarantee, in case of any setback with your activity.
Our guarantee ensures that the activity will be corrected in the areas where you disagree, and in some cases, the amount paid will be refunded.
Check below some situations that warrant a refund:
Refund situations:
Low assertiveness
- Parameter: assertiveness less than 60%
- Refund percentage: 100%
We emphasize that the assertiveness of a resolution is not necessarily associated with external corrections, and there may be discrepancies between the numbers recorded for assertiveness and the result under third-party correction.
No delivery
- Parameter: no solution file is sent
- Refund percentage: 100%
In cases of non-delivery of the activity, the amount paid for the order will be released immediately and the guru will be immediately removed (unless there is due justification).
Incomplete delivery
- Parameter: what the student requested was not fully met
- Refund percentage: 100% or proportional
Delayed delivery
- Parameter: delay greater than 30 minutes (slack) in deadline resolutions
- Refund percentage: 100% (if no resolution has been sent) or proportional (if a resolution has been sent via chat)
Cases in which a refund does not occur:
1. Omission of information
In situations where the solutions provided by the guru have an accuracy rate equal to or greater than 60%, however, the student returns the results claiming that the result was lower. Some of these cases are caused by a lack of guidance and/or information for carrying out the activity, that is, there are cases in which there are no errors in the production of the material, but rather that the resolution path chosen by the tutor is different from what the student expected (in this scenario, the student's omissions directly interfere with performance). In these situations, the refund is not validated.
2. Communication external to the platform
In situations where there was contact between a guru and a student on any channel outside the platform (e.g. WhatsApp, Telegram, phone call). If any situation occurs that would warrant a refund for the student, it will not be validated. This Policy aims to ensure the safety of our users so that possible future problems related to payment, quality of the resolution delivered, disclosure of data, etc. can be avoided.
Here, we store your data with great care and ensure the privacy of the information shared with us.
3. Consent between the parties
In cases where there is agreement between the parties (student/tutor) to split the activity, a full refund does not apply, except in situations where there is authorization from the guru.
In other words, if there is prior notice of the impossibility of achieving results equal to or greater than 60% (assertion rate guaranteed by the platform) and, even so, there is consent from the student for the possible parts to be done, it is understood that the work performed by the guru is useful, that is, as a rule, there is payment for the service. In these situations, there may be new negotiations between the parties based on the topics or questions that were asked and, often, it is one of the ways to get around problems in the student's request, such as lack of information or ambiguous information.
1. Agreement between all parties involved
Situations where, although the deadline and time limit established in the request were exceeded, there was negotiation of the deadline between the parties (student/tutor) via the platform chat, that is, both parties were aware of and agreed to the change in the deadline.
2. Resolution sent via chat
In some cases, the deadline and the slack are exceeded not because of a delay in the resolution by the tutor, but because it was sent via the platform chat. In other words, although the guru did not upload the request in a timely manner, he sent the complete resolution via the platform chat.
3. Late order confirmation
The delay in confirming the order may have a number of reasons, such as: the student making the payment for the order on a date very close to the delivery date of the order, this is because the guru only starts the activity after confirmation that the payment has already been made to the platform.
Payments made using a bank slip can also be a reason for late confirmation of an order, as they may take up to 3 business days to be confirmed.
In cases like these, if there is a delay in delivery, or depending on the percentage of resolution of the activity, the refund is not granted.
In cases like this, we advise you to send a message to the guru via chat right after paying for the order and, if possible and during opening hours, send a message to the platform's official support, seeking to avoid this type of situation.
4. Wrong request in live resolution orders
The situation is found in live services where, due to incorrect information and/or lack of detail, there is a problem with the resolution on the part of the tutor, resulting in a delay.
As an example, we can mention the student filling in the "duration of service" incorrectly (increasing it downwards) or the omission of crucial information that, if mentioned, would confirm the need for more time for live resolution.