At iTao, we are dedicated to providing a marketplace that prioritises convenience and satisfaction for both vendors and customers. Our policies are designed to ensure clarity and fairness in all transactions conducted on our platform, adhering to the highest standards of customer service and legal compliance.
Order Cancellations:
Cancellation Period:
Customers may cancel orders placed through our platform before they are processed or shipped by directly contacting the respective store/vendor. Once an order has been processed or shipped, cancellation may not be feasible. To facilitate a smooth process, we encourage customers to initiate cancellation requests as soon as possible.
Cancellation Process:
To cancel an order, customers should contact the store/vendor from which the item was purchased directly. Contact information for the store/vendor can usually be found on their store website or in the order confirmation email. Customers should provide relevant order details, such as order number, item(s) purchased, and reason for cancellation, when reaching out to the store/vendor.
Cancellation Confirmation:
Upon receiving a cancellation request, the store/vendor will process the request and confirm the cancellation with the customer. Customers should retain any cancellation confirmation provided by the store/vendor for their records.
Refunds for Cancelled Orders:
If payment has already been processed for a cancelled order, the store/vendor will initiate a refund according to their refund policies. Customers should refer to the refund policies provided by the store/vendor for information on eligibility, timing, and methods of refund.
Communication with Store/Vendor:
Customers can contact the store/vendor directly through our platform, whether using the web interface or our mobile app. On the web platform, customers can visit the store owner’s page, where contact options are provided based on the preferences enabled by the store owner, such as email, phone number, or a contact form. Within our mobile app, customers browsing a vendor’s store or products will find options to chat with the store owner, depending on the communication preferences enabled by the store owner. Additionally, customers may have access to other support options like submitting a support ticket. All communication regarding order cancellations, including cancellation requests and confirmation, should be initiated and conducted through the available contact options.
Refunds
Return Process:
If a customer wishes to return an item or order purchased through our platform, we respect the autonomy of the store/vendor from which the item was purchased. Customers seeking to return goods are directed to contact the respective store/vendor directly. We offer platform as a service to both vendors and customers, and facilitate communication between customers and vendors to ensure a smooth return process. We do not involve ourselves with the actual goods or services provided by the vendors.
Refund Process:
Refunds for returned items are processed according to the refund policies of the store/vendor from which the item was purchased. Customers should refer to the refund policies provided by the store/vendor for details on eligibility, timing, and methods of refund. We encourage vendors to maintain fair and transparent refund policies to uphold customer satisfaction and trust.
Compensation/Refund Policy for Account-Related Incidents:
In the event of unauthorised transactions or account-related incidents, we strive to address user concerns and ensure fair resolution for all parties involved. Users who encounter unauthorised transactions or other account-related issues are encouraged to report them to our customer support team immediately. Timely reporting allows us to investigate the matter promptly and take appropriate actions to protect the user’s account. Upon receiving a report of an account-related incident, our team will conduct a thorough investigation to determine the cause and extent of the issue. This may involve reviewing transaction records, communication logs, and other relevant data to identify any security breaches or fraudulent activity. If the incident involves a transaction with a vendor on our platform, we will liaise with the vendor to address the issue and seek resolution. Our team will work closely with the vendor to verify the transaction details and determine the appropriate course of action. Vendors on our platform are responsible for the goods and services they provide, as well as any transactions conducted through their merchant accounts. In the event of unauthorised transactions or account-related incidents, vendors may be required to reimburse affected users for any losses incurred. Vendors are expected to comply with our platform’s terms of service and security protocols, including measures to prevent unauthorised access to their merchant accounts. Failure to adhere to these guidelines may result in penalties or suspension of the vendor’s account. In cases where reimbursement is required, vendors will be responsible for processing refunds directly to affected users. Vendors should promptly refund any unauthorized transactions or disputed charges in accordance with our platform’s policies and guidelines. We are committed to providing support and assistance to users affected by account-related incidents throughout the resolution process. Our customer support team will facilitate communication between users and vendors to ensure timely resolution and fair treatment. This Compensation/Refund Policy for Account-Related Incidents is subject to iTao’s terms of service and may be updated or modified as needed. Any changes to the policy will be communicated to users through email or website notification.
Communication with Store/Vendor:
All communication regarding returns and refunds, including return requests, refund inquiries, and refund processing, should be conducted directly with the respective store/vendor. Customers should refrain from contacting our customer support team for returns and refunds, as we do not directly handle these processes.
Platform Operations:
iTao operates as a platform connecting vendors with customers and does not intervene in the goods or services provided by the vendors. We provide platform services to facilitate transactions between vendors and customers while ensuring a fair and secure marketplace environment.
Policy Disclaimers:
Any disputes or issues related to returns or refunds should be resolved directly between the customer and the respective store/vendor. iTao reserves the right to update or modify this returns and refunds policy as needed, with any changes communicated to users through email or website notification.
Contact Information:
For inquiries or assistance regarding returns and refunds, customers can contact the store/vendor directly using the contact information provided on their store website or in the order confirmation email. In our mobile app, customers can also use the chat feature to communicate with the store owner.
Delisting Policy
Delisting Criteria:
If a store consistently receives complaints from customers regarding issues such as poor product quality, expired products, or consistently late deliveries, we reserve the right to remove the shop’s listing from our platform. Complaints related to product quality, expiration dates, or delivery timeliness will be thoroughly reviewed by our team to assess the severity and frequency of the issues.
Dispute Resolution:
In the event of a dispute between a store owner and a customer, we encourage both parties to attempt to resolve the issue amicably. If a resolution cannot be reached directly between the parties, customers may escalate the dispute to our customer support team for further investigation and mediation. Our team will review all relevant information and work to facilitate a fair resolution to the dispute based on the evidence provided by both parties.
ACCC Compliance:
iTao operates in accordance with the guidelines set forth by the Australian Competition and Consumer Commission (ACCC) to ensure compliance with consumer protection laws and regulations. Our delisting policies are designed to align with the ACCC’s objectives of protecting consumer rights and promoting fair trading practices in Australia.
Delisting Process:
Upon receiving multiple complaints against a store, our team will conduct a comprehensive review of the reported issues. If the review confirms the presence of significant and persistent issues affecting customer satisfaction, the store’s listing will be promptly removed from our platform. The store owner will be notified of the delisting and provided with an explanation of the reasons for removal.
Appeals Process:
Store owners who believe their listing was unjustly delisted may submit an appeal to our team. Appeals should include relevant evidence or documentation demonstrating efforts to address the reported issues and improve service quality. Our team will review the appeal and consider reinstating the store’s listing if satisfactory evidence of improvement is provided.
Customer Satisfaction Priority:
Our primary goal is to provide our valued customers with the best shopping experience possible. Delisting a store is a measure taken to uphold our commitment to customer satisfaction and maintain the integrity of our platform. We appreciate your understanding and cooperation in ensuring that our platform continues to offer high-quality products and services to our valued customers.
