Effective Date: 21 August 2024
At LalaHero, we strive to ensure a satisfying experience for both our Community Heroes and Opinion Seekers. This Refund Policy outlines the conditions under which refunds may be issued for services purchased through our platform, www.lalahero.com.
1. Eligibility for Refunds
Refunds may be considered under the following circumstances:
Service Not Delivered: If a Community Hero fails to deliver the agreed-upon service within the specified timeframe, the Opinion Seeker may be eligible for a full refund.
Service Not as Described: If the service provided significantly deviates from the description or agreement, the Opinion Seeker may be entitled to a refund.
Call-Off Within First 5 Minutes: Both the Opinion Seeker and the Community Hero have the right to terminate the conversation or video call within the first 5 minutes if either party finds that the session is not meeting its objectives, or if there is a violation of polite behavior or any form of aggressive conduct. If both parties agree to terminate the session, the Opinion Seeker is eligible to request a refund.
Request Time Frame: Refund requests must be submitted within 7 days of the scheduled completion of the service. Requests made after this period may not be eligible for a refund.
2. Non-Refundable Situations
Refunds will not be issued in the following scenarios:
Completed Services: Once a service has been fully delivered and accepted by the Opinion Seeker, it is considered non-refundable.
Change of Mind: Refunds will not be granted if an Opinion Seeker changes their mind after the service has been delivered according to the agreement.
Technical Issues: Refunds are not available for issues outside of LalaHero’s or the Community Hero’s control, such as internet connectivity problems on the Opinion Seeker’s side.
3. Partial Refunds
In some cases, a partial refund may be issued if a portion of the service was provided, or if the Opinion Seeker is partially dissatisfied with the outcome. The amount of the partial refund will be determined based on the extent of the service completed and the circumstances of the request.
4. Refund Request Process
To request a refund, Opinion Seekers must contact our support team at support@lalahero.com within the eligible timeframe, providing details about the service, the issue encountered, and the reason for the refund request. Our team will review the request and respond with a decision.
5. Dispute Resolution
If there is a disagreement regarding a refund, LalaHero will facilitate communication between the Opinion Seeker and the Community Hero to reach a resolution. If an agreement cannot be reached, LalaHero reserves the right to make the final decision on the refund.
6. Processing of Refunds
Refund Method: Refunds will be issued using the original payment method. If this is not possible, an alternative method may be arranged.
Refund Timeframe: Approved refunds will be processed within 30 business days. Please note that additional time may be required for the refund to appear in the Opinion Seeker’s account, depending on the payment provider or bank.
7. Changes to the Refund Policy
LalaHero reserves the right to update or modify this Refund Policy at any time. Any changes will take effect immediately upon being posted on the Website. Continued use of the Website or services after changes are posted constitutes acceptance of the new policy.