Refunds & Disputes Policy
Helpal uses escrow. Funds are held until the student approves learning support delivery. This protects both students and experts.
Escrow flow (MVP)
- Student pays → funds are held (not released immediately).
- Expert delivers learning support.
- Student reviews and either approves (release funds) or requests revision.
- If there is a serious issue, a dispute can be opened.
When refunds may be considered
- Non-delivery (expert does not deliver within agreed time).
- Delivery that clearly violates the platform rules (e.g., prohibited content).
- Proven fraud or misrepresentation.
When refunds are typically not granted
- Change of mind after delivery.
- Disagreement with academic outcome/grades (Helpal is learning support, not grade guarantees).
- Issues caused by student misuse or prohibited requests.
Dispute handling
Disputes should include clear evidence (messages, tracker history, uploaded files). Admins may request clarification and make a decision to protect platform integrity.
