SERVICE ASSURANCE POLICY - SERVICE HIVE
Last Updated: 2026/01/23
Service Hive provides a Service Assurance process to support customers when service-related issues arise on the Platform. This Policy explains the scope, eligibility, and limitations of Service Assurance.
1. IMPORTANT NOTICE
Service Assurance is a platform-level support and dispute resolution process, provided at Service Hive's sole discretion. Service Hive:
- Does not provide services
- Does not guarantee service outcomes
- Is not an insurer
- Is not responsible for the acts, omissions, or performance of service providers
All services are performed by independent third-party service providers, and Service Assurance does not replace or limit their responsibility to customers.
2. Purpose of Service Assurance
The purpose of Service Assurance is to:
- Encourage platform-based bookings and payments
- Facilitate structured dispute resolution
- Support trust and accountability on the Platform
Service Assurance is not a warranty, not insurance, and not a promise of refund or compensation.
3. Eligibility for Service Assurance
You may request Service Assurance support only if all of the following conditions are met:
- The service was:
- Booked through Service Hive
- Paid for through Service Hive
- Communicated entirely within the Platform
The issue involves one or more of the following:
- Complete non-delivery of the service
- Material failure to perform the service as described in the listing or agreed scope
The issue is reported within 48 hours of the scheduled service completion time.
4. Situations Where Service Assurance Does NOT Apply
Service Assurance does not apply if:
- Any payment or agreement occurred outside the Platform
- Direct payments were made to the service provider
- Changes, cancellations, or agreements were made off-platform
- Issues are reported after the 48-hour reporting window
The dispute relates to:
- Subjective dissatisfaction
- Personal preference
- Outcomes beyond the agreed scope
Evidence is insufficient or unverifiable
The customer contributed to the issue (e.g., denied access, incorrect information)
The issue arises from force majeure or circumstances beyond reasonable control
5. How to Submit a Service Assurance Request
To request Service Assurance support:
- Go to Help & Support
- Select Submit a Ticket → Service Assurance / Refund
- Provide: Booking ID; Description of the issue; Supporting evidence (photos, messages, documents)
- Submit the request within 48 hours of service completion
Incomplete or late submissions may be declined.
6. Review & Resolution Process
Once a request is submitted:
- Service Hive will review the information provided
- Both customer and service provider may be contacted
- Additional information or clarification may be requested
Service Hive may, at its sole discretion:
- Decline the request
- Facilitate communication between parties
- Issue a partial or full refund
- Issue a platform credit
- Take corrective action against the provider
All decisions are final.
7. Refunds & Credits
If a refund or credit is approved:
- Refunds are issued to the original payment method
- Processing typically takes 5–10 business days
- Timing depends on payment processors and banks
Service Hive may recover refunded amounts from the service provider where applicable.
8. No Admission of Liability
Any resolution, refund, or credit provided under Service Assurance:
- Is not an admission of fault or liability by Service Hive
- Does not establish responsibility for service outcomes
- Does not waive any rights of Service Hive or the service provider
9. Abuse, Misuse & Fraud Prevention
Service Hive reserves the right to:
- Deny Service Assurance requests that appear fraudulent or abusive
- Limit or revoke Service Assurance access for repeat misuse
- Suspend or terminate accounts for policy abuse
10. Relationship to Other Policies
This Service Assurance Policy forms part of and must be read together with:
- Terms of Use
- Terms of Business
- Privacy Policy
In the event of a conflict, the Terms of Use prevail.
11. Policy Updates
Service Hive may update this Policy from time to time. Continued use of the Platform constitutes acceptance of the updated Policy.
12. Governing Law
This Policy is governed by the laws of Canada and the applicable laws of the Province of Ontario, without regard to conflict-of-law principles.
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