Helpo Terms of Service

1. Nature of the Platform

Helpo is a digital marketplace that connects customers ("Users") with independent service providers ("Providers") offering home, repair, pet care, lessons, and other personal services.

• Helpo does not employ Providers
• Helpo does not perform the services listed
• Helpo does not supervise service execution

2. Eligibility and Accounts

• Users and Providers must be at least 18 years old.
• You must provide accurate and updated information.
• You are responsible for your account and all activity under it.
• Helpo may suspend or terminate accounts for violations, fraud, or false information.

3. Bookings and Payments

• All bookings must be made through the Platform.
• Payments must be made via bank transfer or GCash to Helpo’s official account.
• Users must upload proof of payment for verification.
• Bookings are confirmed only after payment verification.

Direct or off-platform payments between Users and Providers are strictly prohibited and are not protected by Helpo.

4. Provider Wallet and Payouts

• Payments are held by Helpo until service completion.
• Once released, funds are credited to the Provider Wallet.
• Wallet balances are not bank deposits and Helpo is not a financial institution.
• Helpo may delay or hold funds in cases of fraud, disputes, or policy violations.
• Withdrawal processing may take 1–3 business days.

5. Service Completion Process

After completing a service, the Provider must:

1. Upload photo proof of completion.
2. Mark the booking as “Awaiting Completion.”

The User then has 48 hours to:

• Mark the service as complete → payment released immediately.
• File a dispute → payment temporarily held.

If no action is taken within 48 hours: the system automatically marks the service as complete and payment is released to the Provider Wallet. Once funds are released, they are considered earned.

6. Cancellations and Refunds

A. Standard Advance Bookings (Booked More Than 24 Hours Before Service)

• More than 24 hours before service → Full refund
• 12–24 hours before service → 50% refund
• Less than 12 hours → No refund

B. Same-Day Bookings (Service Scheduled Within The Day)

• Cancellation within 30 minutes of booking confirmation → Full refund
• Cancellation after 30 minutes → 50% refund

C. Provider Cancellations

• Provider cancellations result in a full refund to the User.
• Repeated cancellations may lead to suspension or removal.

Refunds are processed within 5–10 business days via the original payment channel.

7. No-Show Policy

A. Customer No-Show

• If a User is unavailable at the scheduled time, Provider must wait at least 15 minutes.
• Provider must attempt to contact the User.
• Provider must submit evidence (photo and/or communication logs).
• Provider may submit a “Customer No-Show” request; Helpo will review the request.

If approved: Provider receives full payment. If rejected: Booking is refunded to the User.

B. Provider No-Show

• If a Provider fails to appear or complete the service, the User may file a dispute within 24 hours.
• If verified, the booking will be canceled and the User will receive a full refund.
• The Provider may face suspension.

8. Disputes

Users may file disputes within 48 hours after service completion request. Helpo may review photo evidence, communication logs, and booking records. Helpo’s decision after review is final for Platform purposes.

9. Service Responsibility

Providers are independent contractors responsible for their tools, permits, professional conduct, and compliance with applicable laws. Users agree to provide safe and reasonable working conditions.

10. Prohibited Conduct

• Use the Platform for illegal activity
• Conduct off-platform transactions
• Misrepresent identity or qualifications
• Post false or misleading content
• Harass or threaten others
• Interfere with Platform operations

Violations may result in suspension or termination.

11. Limitation of Liability

Helpo provides the Platform “as is” without warranties. Helpo is not liable for service quality, property damage, injury, or losses arising from Provider services. Helpo’s total liability for any claim shall not exceed the total amount paid for the specific booking involved. All bookings are made at your own risk.

12. Force Majeure

Helpo is not liable for delays or failure due to events beyond reasonable control, including natural disasters, government actions, power outages, internet disruptions, or similar events.

13. Intellectual Property

All Platform content, branding, and materials are owned by Helpo IT Solutions. You may not copy, distribute, or modify any part of the Platform without permission.

14. Termination

Helpo may suspend or terminate any account for violation of these Terms. Users and Providers may close their accounts at any time.

15. Changes to the Platform

Helpo reserves the right to modify fees, payment structures, cancellation rules, features, and policies. Continued use of the Platform after updates constitutes acceptance of changes.

16. Governing Law

These Terms are governed by the laws of the Republic of the Philippines. All disputes shall be resolved exclusively in the courts of Taguig City, Metro Manila.