Dispute Resolution Policy

1. Scope

This policy covers: payment disputes, cancellation disputes, quality-of-service disputes, rating disputes, job non-performance disputes, and Platform conduct disputes. Disputes involving potential criminal conduct are referred to law enforcement.

2. Dispute Filing Process

Step 1 — In-App Dispute (Within 7 Days)

Raise through the in-app 'Help & Support' > 'Raise Dispute' feature within 7 days of the triggering event. Late disputes may not be accepted.

Step 2 — Evidence Submission (Within 48 Hours)

Both parties submit evidence (photos, messages, receipts, location data) within 48 hours of dispute filing.

Step 3 — Review & Decision (7-14 Business Days)

Hoodex's Trust & Safety team reviews the dispute. Standard cases resolved in 7 business days; complex cases within 14 business days.

Step 4 — Appeal (Within 7 Days of Decision)

Either party may appeal within 7 days of notification. Appeal review by senior Hoodex representative. Appeal decision is final for Platform purposes.

3. Digital Evidence & Audit Trail

• Hoodex's internal records (GPS data, transaction logs, in-app communications, timestamps) are treated as primary evidence in all disputes.
• Submission of false evidence in a dispute is a serious violation and grounds for account termination.
• Digital records maintained by Hoodex are admissible evidence under Section 65B of the Indian Evidence Act, read with the IT Act.

4. Arbitration

For disputes not resolved through the above process, parties may proceed to binding arbitration under the Arbitration and Conciliation Act, 1996, as detailed in the Terms & Conditions. Users expressly waive the right to class action proceedings.

5. Consumer Forum Rights

Nothing in this policy prevents Users from approaching a Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019, for disputes falling within its jurisdiction.