Incident Policy

Report Incident / Request Refund

A “Report Incident” button will appear in the Bookings page for both the Traveler and the Qooley under each ongoing or completed activity.  The resolution of these issues will take place outside of the app for the MVP.  Qooley LLC can distribute funds to either party via admin portal.

No Show

(a) The Traveler claims the Qooley did not show up past the courtesy wait time of 15 min.

  • If the Traveler wins the claim, the Traveler receives full refund of the security deposit of 20%.

Unless it’s an extenuating circumstance (see below section), all the following apply

  • The Qooley is penalized 5% of the total cost of the booking, which is automatically deducted from the next booking’s earnings.
  • The Qooley receives No Show Penalty Point (upon accumulation of significant number of such “No Show” Penalty points, Qooley LLC has the right to cancl the Qooley Member Account temporarily or permanently, as it deems fit)

(b) The Qooley claims the Traveler did not show up past the courtesy wait time of 15 min.

Unless it’s an extenuating circumstance (see below section), all the following apply

  • If the Qooley wins claim, the Traveler is penalized 20% of booking total cost of the booking (full security deposit).
  • The Qooley receives 10% of this amount and Qooley LLC keeps 10%.

(c) Both parties claim the other party is no show

  • The same rules mentioned above will be followed for penalizing whichever party is at fault, upon full investigation by Qooley LLC

 

Unsatisfactory Experience

  1. Qooley LLC will keep a log of such instances, as “complaints”.  Each complaint submitted against either the Traveler or the Qooley will be investigated by Qooley, LLC to make an informed decision to take further actions.
  2. Upon accumulation of significant amount of such complaints, Qooley LLC has the right to deactivate Qooley Member Account temporarily or permanently, as it deems fit.

 

Illness / Health-related issue

  1. If the illness or health issue is not associated with the “Activity” (or “Service”) then the resolution will be made through investigation by Qooley LLC.
  2. If the illness or health issue is directly related to the activity either party was participating in due to Qooley’s fault (Qooley’s fault (any Traveler gets hurt during activity due to Qooley’s negligence), then the Traveler will receive a full refund of the security deposit
  3. If illness or health issue is a result of Traveler’s fault (traveler gets hurt due to traveler’s own negligence or Qooley gets hurt due to traveler’s negligence), then the Traveler gets no refund, the Qooley keeps full earnings

 

Criminal Incident

Resolution will be made through investigation by Qooley LLC.

  1. If the Qooley’s fault (the Qooley engages in any criminal activity towards any of the Travelers or any person participating in the activity), then the Traveler gets full refund of the security deposit.
  2. If the Traveler’s fault (traveler engages in any criminal activity towards the Qooley, any of the other Travelers, or any person participating in the activity), then the Traveler gets no refund and the Qooley keeps full earnings.

 

Extenuating Circumstances

For each extenuating circumstance, the Traveler or Qooley must provide documentation and proof of event that led to cancellation, within 30 days after the cancellation, in order to receive the refunds for the Traveler, or not be charged a penalty for the Qooley. Following events will be considered as Extenuating Circumstances. A Medical Emergency, death in family, or unforeseen events (Natural Disasters, bad weather conditions, other life events that directly cause damage to activity or Qooley/Traveler and could not have been prevented by Qooley or Traveler.