Financial Disputes Resolution Policy
Financial Disputes Resolution Policy
Introduction
At Kite.site, we strive to facilitate smooth and secure transactions between Digital Creators ("Creators") and Brands ("Clients") through our platform. While Kite.site is not directly involved in the payment transactions or the contractual agreements between Creators and Clients, which are processed via Stripe Connect, we recognise the importance of addressing financial disputes effectively. This policy outlines the procedures and guidelines for resolving financial disputes that arise during the use of Kite.site services.
Scope of Policy
This Financial Disputes Resolution Policy applies to all financial transactions processed on the Kite.site platform through Stripe Connect. It covers disputes related to payments, refunds, and any charges made through our platform.
General Principles
(a) Non-Involvement in Direct Transactions: Kite.site provides the technology platform for interaction between Users and Creators but is not a party (as agent or otherwise) to the individual contracts between Creators and Clients. All payment disputes should be addressed directly between the involved parties.
(b) Utilization of Stripe Connect: All payment processing is facilitated through Stripe Connect, which provides secure transaction services. Disputes regarding payments, unauthorised charges, or refunds should be directed to Stripe’s customer service in accordance with their dispute resolution procedures.
(i) Disputes raised on Stripe incur a A$25.00 non-refundable fee that is charged to the Creator’s account.
Dispute Resolution Procedures
(a) Direct Resolution Between Parties:
(i) We encourage Creators and Clients to resolve financial disputes amicably amongst themselves.
(ii) If a dispute arises, either party should first contact the other party to discuss the issue and attempt to reach a resolution.
(b) Contacting Stripe Connect:
(i) If the dispute cannot be resolved directly between the Creator and Client, the next step is to contact Stripe Connect for mediation.
(ii) Stripe’s dispute resolution process can be initiated through the user’s Stripe dashboard where detailed transaction information is accessible.
(c) Documentation:
(i) Parties should keep all communication and documentation related to the transaction and the dispute. This includes contracts, delivery proofs, correspondence, and any other relevant information that could assist in resolving the dispute.
(d) Legal Advice:
(i) Kite.site recommends consulting with a qualified attorney to obtain advice tailored to the specific circumstances of the dispute.
Refund Policy
(a) Refunds are subject to the terms agreed upon between the Creator and Client at the time of the transaction.
(b) Kite.site advises parties to clearly define refund policies within their contractual agreements to prevent misunderstandings.
(c) Should a refund be processed by a Creator via Stripe, it should adhere to the terms outlined in the initial agreement and Stripe’s refund policies.
Contact Information
For assistance with understanding this policy or navigating dispute resolution tools on Kite.site, please contact us at:
Email: support@kite.site
Support Page: Kite.site Support
Amendment to the Policy
Kite.site reserves the right to amend this Financial Disputes Resolution Policy at any time. All changes will be published on our platform, and continued use of our services after such changes will constitute acceptance of the new policy.
By utilising Kite.site’s platform and services, you acknowledge that you have read, understood, and agreed to this Financial Disputes Resolution Policy.