Payment Policy

Payment Policy

These terms govern all payments made or received through Guruu.co, operated by Chive Pty Ltd (L2 23 Foster Street, Surry Hills, NSW 2010, Australia).

By using Guruu.co to make or receive payments, you agree to these terms. They are in addition to Guruu’s General Terms of Service, Community Standards, and Privacy Policy.


Receiving Payments (For Guruus)

How It Works

  • Guruus earn 90% of the total amount paid by Users (after our 10% commission).
  • Payments are released within 3 business days after a session is marked as completed.
  • If a User cancels, refunds follow the Guruu's cancellation policy (visible on the Guruu's profile).
  • If a Guruu cancels, the User receives a 100% refund.
  • Disputed payments are held for up to 10 business days while a resolution is reached.

Payment Disputes

  • Users can only dispute a payment if:
    1. The Guruu violated Community Standards (e.g., misconduct).
    2. The Guruu did not deliver agreed-upon services.
  • If a dispute cannot be resolved directly, Guruu’s support team will review it (including video recordings if needed). The team’s decision is final.
  • If a dispute is not resolved within 10 business days, Guruu will determine the outcome and release payment accordingly.

Taxes

  • Guruus are responsible for all applicable taxes (GST, VAT, income tax, etc.).
  • Prices listed on Guruu must include any applicable tax obligations.


Getting Paid

  • When a User books a session, payment is collected in advance and held by Guruu until completion.
  • Payments are made via our payment partners (Stripe).
  • Payments cannot be reversed once processed.
  • Payments are made in AUD – Guruus are responsible for any exchange rate fluctuations and conversion fees.
  • Guruus must ensure they provide correct Stripe or Paypal details to receive payments.


Buying Sessions (For Users)

How It Works

  • Users (buyers) pay Guruu in advance when booking a session.
  • Payment is held securely until the session is completed.
  • Users must not offer or make direct payments to Guruus outside Guruu.co.

Service Fees

  • A $3 service fee applies to every booking.

Accepted Payment Methods

  • Payments can be made via Credit Card (other methods may be available in some locations).
  • Invoices and receipts are provided electronically.
  • Guruu uses Stripe to process payments. We do not see or store your credit card information.

Fraud Protection

  • Payment details are handled by our payment partners (Stripe) for security.
  • If fraud or unauthorised payments are suspected, Guruu reserves the right to cancel orders or hold funds.


Disputes, Cancellations & Refunds

Booking Cancellations

  • Users can cancel their booking, but refunds depend on the Guruu’s cancellation policy (visible on the profile page).
  • If a Guruu cancels, the User gets a full refund.
  • Users should read the cancellation policy before booking.

Disputing a Payment

  • Users must first try to resolve issues with their Guruu.
  • If unresolved, they can raise a formal dispute through Guruu’s Resolution Center.
  • Disputes must be based on:
    1. A violation of Community Standards.
    2. Failure to meet pre-agreed requirements.
  • Guruu will not accept disputes based on personal dissatisfaction if the session was delivered as described.

Chargebacks

  • If a User files a chargeback with their bank, Guruu will investigate and may hold or cancel accounts involved.
  • If a chargeback is granted, the Guruu may lose their earnings for that booking.

Refunds

  • Full refunds include service fees and any applicable sales tax.
  • Partial refunds include a proportional tax refund, but service fees are non-refundable.

Technical Issues Affecting Service Delivery

If a session cannot be delivered due to technical problems affecting video conferencing, through a fault or no fault of either (or both) party, the User may request either:

  1. A rescheduled session at no additional cost to the Buyer, to be arranged at a mutually agreed time, or
  2. A refund, subject to our assessment of the technical issue.

The Guruu is responsible for rescheduling the session at their cost, and Guruu.co is not responsible for any lost income resulting from technical disruptions. While Guruu.co commits to resolving technical issues as quickly as possible, we do not provide compensation for earnings lost due to such issues.


General Terms

Modifications

  • Guruu may update these Payment Terms at any time. Continued use of the site constitutes acceptance of the latest terms.

Liability

  • Guruu is not responsible for payment delays caused by banks, exchange rates, or payment providers.
  • Guruu is not liable for any losses resulting from User-Guruu interactions outside the platform.

Legal Disclaimer

  • All payments and transactions are subject to applicable laws.
  • Users must comply with local tax and financial regulations.


For any payment issues, contact help@guruu.co.

Last updated 18 March 2025.