Purpose
How eligible promotion-payment cancellation, refund, and dispute requests are evaluated.
This document is an operational prelaunch policy and must receive final legal review before public launch.
Scope
This policy applies to Lokolly accounts, visitors, customers, providers, administrators, profiles, search and discovery, quote requests, request-scoped messages, reviews, reports, portfolio media, Stories, eligible promotions, support interactions, and any future feature expressly made subject to it.
Definitions
“Lokolly,” “we,” and “us” mean the operator of the Lokolly marketplace. “User” includes any visitor or account holder. “Customer” means a person seeking a service. “Provider” means an independent person or business offering a service. “Content” includes text, profile data, messages, reviews, photos, Stories, video, reports, and promotion material.
- “Published provider” means a profile that satisfies current account, onboarding, moderation, and public-visibility requirements.
- “Marketplace interaction” means activity through Lokolly; it does not itself prove a service contract, payment, booking, job completion, qualification, or endorsement.
Responsibilities
Everyone using Lokolly shares responsibility for lawful, accurate, respectful, privacy-conscious, and safe marketplace participation. Responsibility for an underlying service remains with the customer and independent provider who arrange it.
User obligations
Users must provide accurate information, protect account access, respect others’ rights and privacy, comply with law and published policies, use reporting tools in good faith, and independently evaluate service decisions. Users must not evade controls, manipulate marketplace signals, or submit unlawful, deceptive, harmful, or unauthorized content.
Provider obligations
When acting as a provider, a user must accurately describe identity, services, areas, credentials, pricing, availability, contact choices, media, and promotions; maintain legally required licenses, permits, insurance, taxes, and safety practices; protect customer information; and perform any accepted work under a direct agreement with the customer.
Lokolly responsibilities
Lokolly will operate the marketplace according to documented access, visibility, moderation, privacy, security, and audit controls; label samples and paid placement; protect nonpublic data using proportionate safeguards; provide reporting and review channels; and communicate material policy changes. These responsibilities do not make Lokolly the employer, contractor, booking agent, escrow, insurer, guarantor, or warranty provider for services.
Covered purchases
This policy applies only to provider promotion purchases if billing is activated. Lokolly currently does not collect customer service payments, deposits, subscriptions, commissions, escrow, or provider payouts.
Evaluation factors
Refunds are not automatic. Lokolly may consider duplicate or unauthorized charges, technical failure preventing campaign activation, material non-delivery attributable to Lokolly, campaign use, policy violations, chargebacks, and legal requirements.
Request process
Submit the campaign identifier, account email, payment date, amount, and concise reason through private Support. Do not send card numbers or authentication secrets. Requests should be submitted promptly after the issue is discovered.
Possible outcomes
Lokolly may approve a full or partial refund, restore or extend eligible placement, deny the request with a reason, or request more information. Stripe and financial-network processing times are outside Lokolly’s control.
Limitations
Lokolly cannot guarantee provider identity, qualifications, availability, pricing, legality, safety, conduct, service quality, customer conduct, lead volume, uninterrupted operation, or dispute outcomes. Verification and moderation are risk-reduction measures, not endorsements or warranties. Future booking, payments, subscriptions, AI tools, or expanded video features are governed only after explicit activation and updated terms.
Reporting process
Report account, content, safety, privacy, intellectual-property, accessibility, or legal concerns through the relevant in-product report control, private Support route, or Contact Legal. Include the relevant URL or identifier, dates, concise facts, and authority to act. Do not submit passwords, authentication codes, card numbers, private keys, or unnecessary sensitive information. Immediate danger should be reported to local emergency services.
Contact information
Signed-in users may use private Support. Legal, privacy, copyright, accessibility, and governmental request instructions are available through Contact Legal. A verified legal postal address and dedicated legal email have not yet been approved for publication; this is an attorney-review item before public launch.
Policy updates
Lokolly may revise this policy for legal, safety, product, operational, or technical changes. Each revision will carry a version and updated date. Material changes will receive notice appropriate to their impact, and renewed acceptance will be requested when required. Historical versions should be retained in the policy register before public launch.