1.1 HelloSkills provides a platform that connects buyers (“Followers”) and sellers (“SkillExperts”) through Stripe Connect (Standard).
1.2 SkillExperts are the Merchant of Record—all payments are made directly to them via Stripe.
1.3 HelloSkills is not the Merchant of Record and does not hold or remit funds; the SkillExperts pay a platform fee that is deducted at the time of payment.
1.4 Refunds are initiated and managed by the SkillExpert through Stripe. In limited cases involving clear policy violations, fraud, or platform error, HelloSkills may request that the SkillExpert issue a refund or may provide a separate courtesy credit funded by HelloSkills. Such courtesy credits do not change the SkillExpert’s status as Merchant of Record. Courtesy credits funded by HelloSkills are not refunds of the original transaction and do not entitle the Follower to a reversal of Stripe fees or platform fees unless otherwise specified in this Policy.
1.5 HelloSkills enforces this Refund Policy solely through account-level actions, including suspension or termination of a SkillExpert’s access to the platform.
2. Delivery and Completion
2.1 “Delivery” means the SkillExpert uploads a completed video response through the HelloSkills platform interface.
2.2 A response is considered “completed” once it becomes viewable to the Follower.
2.3 If a SkillExpert does not deliver within the expected timeframe window (up to 7 days), the payment authorization automatically lapses and funds are returned by Stripe Connect to the Follower’s original payment method.
3. Refund Eligibility
3.1 Refunds may be issued in the following cases:
(a) Non-delivery: The SkillExpert fails to provide a video response within the expected timeframe; payment is automatically released by Stripe back to the Follower.
(b) Declined requests: If the SkillExpert declines or does not respond, payment is automatically released by Stripe back to the Follower.
(c) Duplicate charges or technical errors: Where a transaction error occurs due to technical or payment-processing issues.
(d) Platform-initiated remedies: In limited cases involving fraud, clear policy violations, or platform error, HelloSkills may request that the SkillExpert issue a refund through their Stripe account or may issue a separate courtesy credit from HelloSkills’ own funds.
3.2 Refunds should not be issued for:
(a) Dissatisfaction with a delivered response (unless the SkillExpert agrees).
(b) Subjective differences in opinion, tone, or perceived value.
(c) Requests made outside the platform or after video delivery.
(d) Subjective judgments about the quality, usefulness, or substance of a response. HelloSkills does not guarantee the quality, style, or substance of any SkillExpert response.
4. Refund Process
4.1 Follower Request: Followers must contact the SkillExpert through the HelloSkills in-platform messaging or support interface within seven (7) days of delivery and include:
(a) their HelloSkills username;
(b) the SkillExpert’s name;
(c) the payment amount and date; and
(d) a brief reason for the refund request.
4.2 SkillExpert Action: If approved by SkillExpert, the SkillExpert initiates the refund directly via their Stripe Dashboard.
4.3 Stripe Processing: Stripe returns funds to the original payment method; standard refund timing (approximately 5–10 business days) applies.
4.4 Partial Refunds: SkillExperts may issue partial refunds at their discretion (e.g., partial completion or goodwill).
5. Fees and Deductions
5.1 Stripe’s processing fees are generally non-refundable under Stripe’s policy.
5.2 HelloSkills’ platform fee is non-refundable, unless the full transaction is reversed due to non-delivery of SkillExpert video response or system error.
5.3 When a full refund occurs, the HelloSkills platform fee will be reversed only if the refund is due to non-delivery of the SkillExpert’s video response or a verified system error as described in Section 5.2. In all other cases—including refunds issued by the SkillExpert for quality, goodwill, or dispute reasons, or courtesy credits provided by HelloSkills—the HelloSkills platform fee remains non-refundable.
5.4 If Stripe elects to return any portion of its processing fees on a refunded transaction, Stripe will return those amounts directly to the SkillExpert.
6. Disputes and Chargebacks
6.1 In the event of a chargeback or payment dispute, Stripe debits the applicable SkillExpert’s Stripe account in accordance with the Stripe Connected Account Agreement. HelloSkills is not financially responsible for chargebacks, refunds, dispute fees, or negative balances on SkillExperts’ Stripe accounts.
6.2 SkillExperts are responsible for all disputes, chargebacks, and refund obligations related to their sales under the HelloSkills Terms of Service.
6.3 HelloSkills may assist in dispute resolution but is not a final arbiter and does not request that Stripe process a refund or reimbursement for completed or delivered orders.
6.4 Repeated or abusive refund or chargeback behavior may result in account suspension or forfeiture of future refund eligibility.
7. Timeframes
7.1 Refund requests for delivered responses must be submitted within seven (7) days of delivery. Refunds for non-delivery are issued automatically by Stripe and do not require a request from the Follower.
7.2 Approved refunds are processed to the original payment method within five (5) to ten (10) business days, subject to Stripe processing times.
8. Stripe Tax and Inclusive Pricing
8.1 All prices displayed to Followers are tax-inclusive or presented in compliance with the SkillExpert’s Stripe Tax settings and applicable law.
8.2 Refunds include any applicable tax portion originally charged.
8.3 Stripe automatically adjusts tax reporting and remittance when a refund occurs.
9. Global Compliance and Consumer Rights
9.1 This Refund Policy applies globally to all HelloSkills users. It is designed to comply with applicable U.S. consumer-protection laws, and HelloSkills also honors mandatory consumer rights in other jurisdictions where required by law.
9.2 Refunds are issued by Stripe only to the original payment method and currency; HelloSkills does not issue cash refunds of the original transaction. HelloSkills may, however, provide separate courtesy credits in limited cases as described in this Policy.
9.3 HelloSkills reserves the right, but is under no obligation, to intervene in refund disputes where clear evidence of fraud, policy violation, or platform error exists.