If you receive a customer complaint on the Toby platform, we will conduct a thorough investigation to ensure fairness. Our platform will first communicate with you to understand the situation before taking any corrective action. Below are the steps you can take to handle complaints:
📌 1. Provide Supporting Evidence
- Once you receive a violation investigation notice, submit any relevant evidence to demonstrate compliance with platform standards.
- These materials will help Toby make a fair and informed decision.
- If you cannot provide sufficient evidence, we recommend cooperating with Toby's proposed resolution and accepting any necessary penalties.
📌 2. Respond & Appeal (If Necessary)
- If you disagree with the penalty, you have 7 days from the notice date to submit supporting documents and a formal appeal.
- Toby only imposes penalties when clear evidence of violations is found.
- Your active cooperation and detailed appeal can help ensure a fair resolution.
📌 3. Accepting the Penalty (If Applicable)
- If the investigation confirms a violation, your store may face penalties based on the severity of the issue.
- Penalties will be reflected in the next settlement cycle.
- We encourage you to accept the platform’s decision positively and implement improvements to prevent future complaints.
📌 Cases That May Lead to Full Customer Refunds & Merchant Penalties
If a merchant fails to provide the booked service, it can negatively impact customer trust and future bookings. Below are scenarios where customers are entitled to a full refund, and merchants may face penalties:
🔹 If the merchant cancels or refuses service before the appointment:
- Business is closed at the scheduled time.
- The merchant cannot provide the service or refuses to serve the customer.
- The merchant fails to provide service on time.
🔹 If the customer arrives and discovers the following:
- The business is not open.
- The merchant refuses to provide service.
- The merchant does not provide service at the scheduled time.
💡 Prevention Tip:
Merchants should regularly update their availability and ensure smooth service to avoid penalties and reputational damage.
📌 Severe Violations Leading to Immediate Termination
If a merchant engages in serious misconduct, their partnership with Toby will be immediately terminated upon verification.
| Violation | Definition |
|---|---|
| Refusal to Pay Commission | Merchants must pay Toby's commission per order as per contractual agreement. |
| Providing False Credentials | Using fraudulent licenses, permits, or tax documents will be considered a violation. |
| Engaging in Illegal Activities | Any criminal activity, including fraud, illegal transactions, or explicit services, will result in immediate termination. |
| Intentional Harm to Customers | Any deliberate physical harm to customers, whether using force or weapons, is strictly prohibited. |
✔ Customer ratings and reviews reflect individual opinions and do not represent Toby’s stance.
✔ Toby does not manipulate reviews; some reviews may be sourced from merchants’ other social platforms for customer reference.
✔ Toby is not liable for any claims, damages, or losses resulting from reviews or materials on the platform.
In summary, if you receive a customer complaint, please provide supporting evidence promptly, cooperate with the investigation, and submit an appeal if necessary. If a violation is confirmed, we encourage you to accept the penalty positively and improve service quality to ensure a better experience in the future. Toby reserves the final decision-making authority on all matters related to these regulations.
If you have any questions or require further assistance, please feel free to contact the account management team.
📧 : prosupport@hellotoby.com
🕘 Office Hours: 9:00 AM - 6:00 PM (Monday to Friday, excluding public holidays)