mykuya as a platform offers personnel-provided services as our main product so it's a bit more complicated than simply "returning" what you bought back to the merchant if something goes wrong (as is the case of merchandise).
Thus it is important to note that the point of sale (when we charge you) is when the personnel starts the job. This sets a transparent billing plan for you while maintaining a fairer work environment for our Kuyas and Ates.
Refunds Policy
📌 Last revised April 25, 2023.
Only service charges of mykuya personnel's service is valid for refunds. Refund requests are subject to mykuya terms of use, the service limitations of the availed service, and our refunds policy:
- mykuya reserves the right of final decision; we may also update and change our Refunds Policy at any given time without prior notice.
- Starting Nov 1, 2020, all refunds will now be processed in mykoins.
- A Refunds investigation will start upon receipt of your Dispute Notification and may take up to 3 - 5 business days to complete.
Within this period:- our support team may contact you to gather additional information as needed.
- an email notice will be forwarded to your registered contact email regarding the outcome.
- A Dispute Notification is valid only if
- received through our refund form (below)
- and if filed while the account is still active
- and if received 3 calendar days after the booking has completed
- and if it is a first time dispute for the target booking. Multiple redispute requests for the same booking will be received but archived.
- If the dispute is invalid, the team will inform you ahead of review.
- Once a refund has been approved, mykoins are scheduled for crediting the next business day.
Proration may apply.
Which refunds are invalid?
All refund requests are reviewed by our support team to assess validity. Please have a look at some common scenarios where we are unable to process a refund:
- Personnel is booked for on site services (cleaning, car-washing, handyman, plumbing, carpentry etc.), arrives at the location but is not permitted to enter the premises due to lack of permit.
- Ruling: It is the client's responsibility to make preparations to accommodate the personnel inside private residences.
- Personnel is booked to shop at a specific grocery and discovers that the establishment is closed, or the specific item is out of stock.
- Ruling: Business hours and product availability is beyond the personnel's control.
- Personnel arrives at the location but customer does not show or is unresponsive throughout the duration, and is unreachable by our support team.
- Ruling: It is the client's responsibility to coordinate with the personnel throughout the duration of the booking.
💡 The Job Acknowledgment phase is the time for you and the personnel to discuss the job scope and whether or not it's a good match.
How to file a refund?
If the booking has started, it cannot no longer be canceled. However you have the option of disputing the charge later by filing it in our refund form.
- Starting Nov 1, 2020, all refunds will now be processed in mykoins.
- You may only dispute once for the same booking so be sure to send us the complete details of the dispute the first time.
- Once received, our team will contact you via email within 3-5 business days for the outcome.