Via Hive — Refund, Dispute & Escrow Policy (VH-RDE-2025)

Effective Date: November 2025 | Next Review: November 2026
Jurisdiction: United States (Florida HQ) + Global Applicability
Entity: Via The Hive LLC
Document ID: VH-RDE-2025
Incorporated By Reference Into: Terms of Service (VH-LO-2025-R8) · Client & Provider Terms (VH-CTU-2025-11 / VH-PTU-2025-R13) · Privacy Policies (VH-PP-2025 / VH-PPP-2025) · Legal Overview (VH-LO-2025-R8)

1 · Purpose & Scope

This Policy governs refund requests, dispute procedures, and escrow fund management for transactions conducted on the Via Hive platform (“Hive Client,” “Hive Provider,” “via-hive.com”). It ensures fairness, consumer protection, and financial integrity across all bookings facilitated through Stripe Connect and other approved payment processors.

2 · Escrow System Overview

Escrow Hold: All Client payments are placed in secure escrow upon Provider acceptance of a booking.
Fund Release: Funds are released to the Provider only after Client approval or auto-confirmation 48 hours post completion.
Cancellation Refund: If a Client withdraws before Provider acceptance, 100% is automatically refunded with no fee.
Security of Funds: All escrow balances are held by Stripe under U.S. Money Transmitter regulations (31 CFR §1010 et seq.).
Multi-party Protection: Funds remain non-accessible to Via Hive staff until release conditions are met.

3 · Refund Eligibility

Refund eligibility depends on the status of the Job and verified evidence.

Stage	Refund Entitlement	Conditions
Before Provider acceptance	Full refund	Automatic via Stripe instant release
After acceptance, before start	Partial refund (80–90 %)	Minus service and processing fees
After service started	Case-by-case	Subject to investigation and proof
Completed job	Only via dispute	Evidence must show non-performance or fraud

Non-refundable components: Platform service fees (≤ 20 %), tips, and third-party charges (e.g., materials, parts, permits). components include processing fees, background check costs, and any third-party verification or screening expenses once initiated

4 · Dispute Process

File a Dispute: Clients or Providers may open a dispute within 72 hours of job completion through the app or [email protected].
Provide Evidence: Upload photos, chat records, timestamps, or receipts.
Investigation: Compliance team reviews data (escrow logs, GPS, chat, media). Response target: 7 business days.
Outcome: Decision options → approve full/partial refund, reject, or issue adjustment credit.
Escalation: Unresolved cases → Tier 2 review by Trust & Safety Board within 14 days.
Binding Resolution: Once closed, decision is final unless appealed under Deactivation & Appeals Policy.

5 · Evidence Standards

Timestamped photos or videos of work performed.
GPS and check-in/out logs.
In-app chat or call records.
Payment and receipt data from Stripe Connect.
Witness statements or third-party verifications if relevant.

False or altered evidence may result in account suspension and forfeiture of funds per the Deactivation Policy.

6 · Escrow Release & Chargebacks

Escrow release occurs only after Client approval or auto-confirmation timeout.
Providers agree not to circumvent escrow by accepting off-platform payments.
In case of chargebacks, Via Hive may submit proof to Stripe on Provider’s behalf.
Stripe’s decision is final for bank-initiated chargebacks.
Repeated chargeback abuse → permanent deactivation (VH-DSA-2025).

7 · Refund Timeframes

Action	Timeframe
Automatic refund (cancellation pre-acceptance)	Instant
Manual refund after approval	3–5 business days via Stripe
Bank chargeback reversal	Up to 90 days (per card issuer)
Refund appeal review	Within 14 days of decision

8 · Provider Protections

Refunds cannot be issued without evidence review or Provider response window (48 hours).
Completed and approved Jobs are presumed fulfilled unless proven otherwise.
Escrow payouts already released are not clawed back without regulatory order.
Providers retain the right to submit appeals or counter-evidence under VH-DSA-2025.

9 · Fraud Prevention & Penalties

Via Hive employs AI fraud-detection to flag duplicate refunds, multi-account abuse, and fake damage claims.
Confirmed fraud may result in:

Immediate account deactivation.
Forfeiture of funds and bonus balances.
Reporting to Stripe, banks, or law enforcement.

10 · Compliance & Legal Standards

Complies with FTC Consumer Refund Regulations (16 CFR §435).
Adheres to Stripe Connect Terms & Card Network Rules.
Follows GDPR Art. 6 & LGPD Art. 7 (legal basis: Contract + Legitimate Interest).
Subject to arbitration clauses in VH-LO-2025-R8 §13.

11 · Privacy & Data Handling

All refund and dispute records are stored for 7 years in encrypted audit logs per VH-CDR-2025-R2.
Sensitive financial data never touches Via Hive servers; processing occurs within Stripe’s PCI-DSS-certified infrastructure.

12 · Communication & Appeals

Questions or appeals regarding refund decisions → [email protected]
Subject line: “Refund Appeal – [Booking ID] – [Date]”.
Appeals are reviewed by a different Compliance Officer within 10 business days.

13 · Electronic Acknowledgment

By continuing to use the Via Hive platform, users acknowledge and agree to this Refund, Dispute & Escrow Policy under the U.S. E-SIGN Act and UETA.

Authorized Signatory: _________________________
Chief Executive Officer, Via The Hive LLC

Refund & Escrow