Refund & Dispute Resolution Policy
This Refund & Dispute Resolution Policy sets out the process, conditions, and responsibilities relating to disputes and refunds for services arranged through the DiDiCar Platform.
DiDiCar acts as a platform facilitating connections between customers and workshops, as well as payment collection on behalf of workshops.
1. Submission of Disputes
Customers may submit a dispute within a reasonable period from the completion of the service.
All disputes must be submitted through the DiDiCar Platform and supported with relevant information, including but not limited to:
Description of the issue
Photos, videos, or supporting evidence (if applicable)
Invoice or service details
2. Review Process
DiDiCar will review all disputes in a fair and reasonable manner. This may include:
Requesting additional information from the customer or workshop
Reviewing service records and invoices
Appointing an independent third-party assessor, where necessary
Both customer and workshop are required to cooperate fully during the dispute process.
3. Resolution Outcomes
Following review, DiDiCar may determine one of the following outcomes:
3.1 No Refund
Where the service is deemed to have been properly performed and no issue is substantiated.
3.2 Partial Refund
Where the issue is partially justified, and compensation is deemed appropriate.
3.3 Full Refund
Where the service is not performed, materially defective, or significantly deviates from the agreed scope.
4. Refund Responsibility
Unless otherwise determined by DiDiCar, any refunds shall be borne by the Workshop as the service provider, and DiDiCar may facilitate the refund process on behalf of the Workshop.
Where payment has not yet been released to the Workshop, DiDiCar reserves the right to withhold such payment and/or deduct the applicable refund amount from the payable balance prior to settlement.
Where payment has already been released to the Workshop, DiDiCar further reserves the right to recover the refund amount directly from the Workshop or to offset such amount against any future payments or settlements due to the Workshop.
5. Fees
In the event of a refund, applicable fees shall be charged on the refunded portion of the transaction. Where such fee has already been charged, DiDiCar reserves the right to adjust or reverse the fee accordingly.
6. Dispute Resolution Timeline
DiDiCar will endeavour to review and resolve disputes within a reasonable timeframe, taking into account the complexity of each case.
7. Final Decision
DiDiCar reserves the right to make the final decision on all disputes and refund outcomes. Such decisions shall be binding on both the customer and the workshop.
8. Fraudulent or Bad Faith Claims
DiDiCar reserves the right, at its sole discretion, to reject any disputes that are deemed fraudulent, abusive, or made in bad faith, and to suspend or terminate the accounts of any Users or Workshops involved in repeated misuse or abuse of the dispute resolution process.
9. Limitation of Liability
To the extent permitted by law, DiDiCar shall not be liable for any indirect, incidental, or consequential losses arising from any service provided by workshops. DiDiCar’s role is limited to facilitation and dispute management in accordance with this Policy.
10. Amendments
DiDiCar reserves the right to amend this Policy at any time. Updated terms will be communicated via the platform and shall take effect upon publication.