If you would like to request a refund directly from an expert or consultant firm, you can reach out to them through SeekEx within 7 days of the actual consultation date.
Applicability and Scope
This policy is applicable for all users on the SeekEx platform, whosoever are involved in transacting money for the services rendered by the expert/consultant firm through SeekEx. Such users are henceforth referred as “Seekers” and the expert/consultant firm which is henceforth referred as the “Consulting party”.
Seekers can apply for refund from the expert/consultant firm (henceforth referred as consulting party) if he/she is not satisfied with the telephonic consultation rendered by the concerned consulting party. This application of refund has to be done only through the SeekEx platform.
Seekers have to share the reason for the expected refund at the time of filing an application for refund. Along with the reason, seekers have to agree for the customer support executive to access their private call recordings with the concerned consulting party. This declaration is necessary for the claims evaluation department to review and assess the situation to ultimately grant the refund.
Non Refundable services*
If the concerned consulting party has marked their consultation service as non refundable, the particular consultation will be out of purview of this policy.
Seekers must exercise due diligence while opting for such consultations.
*Only few renowned consulting parties can mark their services as non-refundable.
Once the application is filed, the refund application is internally passed onto the claims evaluation department. Claims associate is then assigned with this application. Post telephonic negotiation with the seeker and the consulting party, this application will be resolved within a TAT of 2-3 days*.
*This period can be extended in case of high traffic in claims.
Claims associate’s Decision in this regards will be deemed as final though the seeker can again re-appeal for the refund, escalating it to the higher authorities by marking a mail at firstname.lastname@example.org
Claim by the seeker shall be immediately rejected by the claims associate if any of the following conditions are met:
a) Seeker used foul language or shared prohibited material/content (as outlined in the ethical usage policy) before, during or after the consultation call.
b) Seeker has a peculiar record of high refund application ratio (as per the internal metrics) with respect to the number of consultation calls.
c) Seeker has been found to be in violation with any of the clauses outlined in the “Ethical user policy”.
d) Seeker’s intentions are found to be in accordance with the refund abuse clause of this policy.
There might be situations in which the consulting party does not agree to provide full refunds and none of the seeker or consulting party is found to be at fault. Such situations might lead to the loss in goodwill with the seeker. In such circumstances, post negotiation with both the seeker and the consulting party, “claims associate” might kick in the goodwill refund clause, where in the expert will be charged with the partial or zero refund and the seeker will be issued a full refund. Differential amounts will be borne by SeekEx.
In case if the refund application is approved, refund payment will be credited in the preferred mode of payment within 2-3 working days.
Refund data use and applicability
All refunds applied by the seeker for a concerned consulting party in the past 365 days shall impact the internal account metrics of both the seeker and the consulting party and might lead to account suspension in case found to be in accordance with the refund abuse clause of this policy
There might be situations when the seeker had intended to apply for the refund before the consultation call. Such situations might kick in the refund abuse clause. Few such exemplary situations shall be as follows:
a) A Seeker trying to take consultation from their own relatives, friends and known individuals/consulting party and then applying for refund with an intention to to obtain financial gains.
b) Another expert trying to degrade the concerned consulting party by filing illegitimate claims.
c) Seeker had an intention to promote/advertise their product services to the consulting party.