What if I'm not satisfied by the expert consultation, if it turns out useless for me? Can I claim a refund?
This is a great question and one we have thought about quite a bit.
It's important to understand that we provide a decentralized, smart contract-based infrastructure for making video calls between consumers and Experts. This means we don't get into making any subjective decisions. Everything that happens on the platform is based on objective criteria.
First, we want to avoid the kind of situation you described. So, we have a rating system at the end of each call where both the Caller and Expert rate each other. If an Expert has poor ratings, the platform will move them lower in search results and eventually block them from the app. Callers can view the Expert's profile and see their rating before making a call, so they should have a pretty good idea of what to expect.
Second, we have a 30-second period at the beginning of the call where each party can determine if they want to continue with the call. Only if they go past 30 seconds does the call billing begin.
After all this, if there are still issues, we have the following protocol in place:
1) The first two times a caller reports a problem, we will transfer tokens to them from a pool of tokens reserved for support. There are several constraints for this. For example, if you stayed on a call for more than 15 mins then we do not provide this adjustment.
2) The third time a caller reports a problem, we will take the above action and then permanently block the caller from the platform. Our philosophy is that if a caller is continually having issues with Experts then perhaps this is not the right platform for them.
The above is an objective protocol and there are no exceptions.
