1. Policy Philosophy & Escrow Protection
Sisuni Global operates an on-demand marketplace where client funds are protected using secure authorization holds and payment escrow mechanisms[cite: 1]. When you book a service, your payment is reserved securely[cite: 1]. It is never immediately released to an independent trade specialist until the service is fulfilled to the required standards[cite: 1].
Marketplace Intermediary Guarantee:
Because Sisuni Global Services LLC holds funds until job validation, you are completely protected against total non-delivery, unauthorized charges, or abandoned projects[cite: 1].
2. Customer Cancellation Schedule & Thresholds
We understand that schedules change unexpectedly. Cancellation outcomes are structured according to the time remaining prior to the scheduled service appointment:
Notice Over 3 Hours Ahead
100% Full Refund ($0 Fee)[cite: 1]
If you cancel more than 3 hours before the scheduled dispatch window, you will receive an immediate and full refund to your original payment method with zero penalty[cite: 1].
Within 3 Hours or Post-Dispatch
Up to 20% Travel Disbursement Retained[cite: 1]
Cancellations made within 3 hours of the start time or after a specialist has begun travel incur a fee of up to 20% to compensate the specialist for transit and blocked scheduling[cite: 1]. The remaining 80% is refunded immediately.
3. Specialist Non-Fulfillment & No-Show Guarantee
We hold independent specialists to rigorous standards of punctuality and accountability[cite: 2].
If an assigned specialist fails to arrive within 45 minutes of the confirmed start time and you elect not to accept an automated replacement via our Cascading Assignment Protocol, you receive an immediate 100% full refund[cite: 1, 2]. The delinquent specialist may also face temporary suspension or account penalties under marketplace conduct rules[cite: 2].
If your specialist cancels unexpectedly due to transit breakdown or emergency, our platform automatically attempts to reroute your booking to the next highest-rated available specialist in your area without any additional cost or duplicated authorization holds[cite: 2].
4. Quality Disputes & Rework Resolutions
If a completed service does not meet professional standards or diverges from the agreed task scope, you have full access to our resolution framework:
5. Refund Execution & Banking Timelines
Once a refund is approved by our billing desk, the release instruction is sent to our payment processor immediately[cite: 1].
*Exact settlement timing depends on the processing rules of your issuing financial institution or local banking partner[cite: 1].
6. Non-Refundable Items & Physical Parts
The following fee categories are exempt from refund eligibility once consumed:
- Custom Physical Materials & Parts: Any physical components, replacement hardware, electrical parts, plumbing fixtures, or specialized materials purchased explicitly on the customer’s behalf with prior approval.
- Completed Historical Hours: Billed hourly tasks where the customer inspected and approved sign-off on-site at the time of completion.
- Government & Third-Party Fees: Administrative filing fees, registry levies, or municipal charges disbursed for business setup or real estate advisory in Georgia[cite: 2].
7. Claims & Support Channels
To initiate a cancellation, request a refund, or check the status of an existing dispute ticket, please contact our billing desk directly:
Sisuni Global Services LLC[cite: 2]
Customer Assurance, Billing & Dispute Resolutions