Fees & Refunds

1. Platform Fee

HelpHubLocal charges a $10.00 USD platform fee for each help request submitted through the Platform. This fee supports:

• Platform Operations: Technology infrastructure, hosting, and maintenance
• Verification Systems: Identity verification, background check processing, and ongoing monitoring
• Customer Support: Dedicated support team for Requesters and Helpers
• Safety Programs: Trust and safety initiatives, fraud prevention
• Payment Processing: Secure transaction handling through Stripe

The platform fee is charged at request submission, not upon completion. If your request is not fulfilled within 90 days, you are entitled to a full refund.

The platform fee is separate from any payment made directly to Helpers for their services. Helper compensation is negotiated directly between you and the Helper.

2. When Fees Apply

The $10 platform fee is charged:

• When you submit a help request (after completing the request form)
• Before your request is reviewed and matched with a Helper
• Via the payment method on file through Stripe

Fee Breakdown by Request Status

3. Cancellation Timing

Refund eligibility for cancellations depends on when you cancel relative to the scheduled service time:

To cancel a request, go to your dashboard and select "Cancel Request" or contact [email protected].

4. Refund Eligibility

You may be eligible for a platform fee refund if:

Not Eligible for Refund

5. 90-Day Refund Policy

HelpHubLocal offers a 90-day refund guarantee for the platform fee. If your help request is not fulfilled within 90 days of submission, you are entitled to a full refund of the $10 platform fee.

What "Not Fulfilled" Means

• No Helper was assigned to your request
• An assigned Helper failed to complete the service
• The service was cancelled by the Helper
• Safety concerns prevented completion

How to Request a Refund

1. Email [email protected] within 90 days of your request submission
2. Include your request ID
3. Our team will verify the request was not fulfilled
4. If eligible, refunds are processed to your original payment method

Refund Processing Time

• Review: 1-3 business days
• Processing: 5-10 business days after approval
• Bank timing: May vary by your financial institution

6. Fraud & Abuse

HelpHubLocal takes fraud seriously. The following behaviors may result in denial of refunds, account suspension, or legal action:

We monitor platform activity for patterns of abuse. Fraudulent activity may be reported to law enforcement and payment processors.

7. Chargebacks

If you believe a charge is unauthorized, please contact us at [email protected] before initiating a chargeback with your bank or credit card company.

Why Contact Us First?

• We can often resolve issues faster than the chargeback process
• Chargebacks may result in immediate account suspension pending investigation
• Multiple chargebacks may result in permanent account termination
• We may recover disputed amounts through collections if chargebacks are found to be fraudulent

Legitimate Chargebacks

We respect your right to dispute unauthorized charges. If you file a chargeback for a legitimate reason (e.g., your card was stolen), we will cooperate with the investigation process.

8. Dispute Handling

If you have a dispute about fees, refunds, or services:

Step 1: Contact Support

Email [email protected] with your concern. Include your request ID and relevant details. Most issues are resolved at this stage within 3-5 business days.

Step 2: Escalation

If you're not satisfied with the initial resolution, request escalation to our Trust & Safety team. Escalated reviews are completed within 10 business days.

Step 3: Formal Dispute

If the issue remains unresolved, you may pursue arbitration as outlined in our Terms of Service. See our Arbitration section for details.

9. Contact Information

For questions about fees, refunds, or billing: