Toby is a platform connecting service providers and consumers, exploring Pros' business opportunities and assisting consumers to seek the services in need, we work very hard to provide the best user experience. We are truly disappointed for any report about rule violation conducted by our users. If we receive any case report, we would take any appropriate actions to ensure similar cases would not happen again seriously.
Terms and Conditions
According to our Terms and Conditions, users undertake not to misuse or attempt to misuse or circumvent the Platform, or are using or attempting to use the Platform for any unlawful, immoral, inappropriate or non-personal purposes, including but not limited to activities such as hacking, scraping content, infiltrating, fraud, advertising, jamming or spamming. Users may not use the Platform to solicit or harass other Users, or for any other purpose not contemplated herein.
We reserves the right, in its sole discretion, to immediately terminate your access without notice and to initiate without notice appropriate legal actions or proceedings to seek appropriate remedies and/or damages, including but not limited to lost revenue, repairs, legal fees, costs and expenses, and to seek injunctions or other equitable remedies, for your misuse or suspected misuse of the Platform.
If there is any urgent or illegal matter, please contact the Police immediately to protect your interests.
Case Handling Procedure
If we receive case reports of violating our rules, we would send out an email for understanding more about the issue to the user being reported. Depends on the situation, if we could not receive any reply or reasonable explanation within 3-7 days, we would deactivate the user's account immediately to enhance our platform quality. For the user whose account deactivated, the user is not able to log-in to our platform for any action, for example, submitting quotes or service request.
If violations of users (including consumers and service pros) on platform rules are spotted or frequent complaints are received (including but not limited on complaint received via phone call, email or bad review on profile ), we reserve the right of account deactivation to enhance our platform quality. The deactivation period is from 3 days to permanent, depends on the situation.
Toby reserves the rights of final decision, we would not take any responsibility on any loss or potential loss within the period of account deactivation.
Cases and handling procedures below are ONLY for reference, and they are not the guidelines, Toby reserves the rights of final decision depends on the situation. If there is any illegal issue, serious case or behaviour harming other users' interests or safety, etc., we have the right to imply stricter measures to prevent any similar case happen and enhance our platform quality.
Consumer made an appointment with Service Pro for drain repairment service, however, consumer could not contact Service Pro on the service day. On the other day, Consumer reports the case and provides valid information to us. We send an email and make a call to contact Service Pro but in vain, there is no reply within 7days and we deactivate Service Pro's account.
Consumer pays the fee to Service Pro for relocation before the service day, and Service Pro promises the service will be held on a day. However, on the service day, Service Pro does not show up, Consumer is not able to contact Service Pro and report the case to us providing valid information. we sent an email and make a call to Service Pro for the case details but failed. No response from Service Pro within 3 days and we deactivate Service Pro's account.
Service Pro provides a computer repairment service on someday, but Consumer is not satisfied with the result due to damage caused during the service. Consumer contacts Service Pro for the follow-up, however, Service Pro is failed to do so. Consumer reports to us with valid information, we send an email reminder to Service Pro. However, Service Pro promises us for the follow-up but never carry it out. Service Pro's account is deactivated, Service Pro provide us valid information for the follow-up after 7 days and request for account reactivation, we review the case as per request.
Consumer submits a service request for personal training, Service Pro receives inappropriate messages of harassment and pornography during communication with consumers. Service Pro reports the case to us with valid information, we permanently deactivate Service Pro's account.
Consumer receives the quote from Service Pro about nutrition counselling service, and they make a face-to-face appointment. On the service day, Service Pro leads Consumer to somewhere and promotes other products to Consumer. Service Pro tries to obstruct when Consumer is going to leave there. Consumer provides valid information to us after leaving the place. We deactivate Service Pro's account immediately.
Should you have any enquiry, please contact us via email: email@example.com