Payment and Chargeback Policy

1. Marketplace Posture; Roles

1.1 Neutral marketplace. Village Haven is a neutral technology marketplace that helps Households and Providers connect, communicate, and transact. Village Haven does not provide caregiver services, does not employ Providers, and does not control how Providers perform services.

1.2 Providers set prices; intended payout model. Providers set the price they charge for a booking (the “Provider Fee”). Subject to this Policy and Payment Processor rules (including holds, reserves, reversals, and disputes), Providers are intended to receive the Provider Fee for completed bookings.

1.3 Platform Fee is charged to Households and is additional. Households pay:

1. the Provider Fee (set by the Provider), plus
2. a separate Platform Fee (currently 15% of the Provider Fee, or as disclosed at checkout), which is additional on top of the Provider Fee, plus
3. any applicable taxes and other mandatory charges disclosed at checkout.

1.4 Payment Processor. Payments are processed by third-party payment processor(s) (the “Payment Processor”): Stripe, Inc. (“Stripe”), through its Stripe Connect platform. We may use additional or successor payment processors from time to time, and references to “Payment Processor” in this Policy include any such processors.

Payment Processor terms, rules, and timing may apply and may take precedence over parts of this Policy where required to process transactions, manage risk, or comply with law.

1.5 User-to-user transaction facilitation. As between users, the Provider is responsible for performing the services and the Household is responsible for paying amounts due. Village Haven’s role is limited to providing the Platform and arranging payment processing as described here.

2. Definitions

1. “ACH” means Automated Clearing House transfers processed under NACHA rules.
2. “Booking” means a service engagement arranged via the Platform and identified by a booking/job ID.
3. “Chargeback” means a reversal initiated by a cardholder’s bank or card network (or similar process), including “retrieval requests,” “disputes,” or “claims,” regardless of label.
4. “Household” means a household/family user seeking to hire a Provider.
5. “Platform Fee” means the fee charged by Village Haven to Households for Platform access and marketplace services, currently 15% of the Provider Fee (or as disclosed at checkout).
6. “Provider” means a caregiver or service provider offering services through the Platform.
7. “Provider Fee” means the amount set by the Provider for the Booking, exclusive of the Platform Fee and taxes.
8. “Payout” means disbursement of amounts to a Provider’s designated bank account or other payout method through the Payment Processor.
9. “Refund” means a return of funds to the original payment method (or to the extent not possible, a credit or other lawful method).
10. “Responsible Party” means the user whose conduct, performance, authorization status, account condition, or policy violation gave rise to a Chargeback, reversal, refund, or negative balance, as reasonably determined by Village Haven based on: (a) Payment Processor reason codes; (b) Available transactional and platform evidence; (c) Dispute outcomes; and (d) Risk management considerations. Village Haven’s determination is operational and risk-based and does not constitute a legal adjudication of liability.
11. “Reversal” means any cancellation, clawback, adjustment, or return of funds, including due to Chargebacks, disputes, fraud, risk controls, or processor actions.
12. “Tip” means an optional gratuity voluntarily paid by a Household, if enabled.

3. Fee Transparency; No Drip Pricing; Checkout Line Items

3.1 Clear and conspicuous pricing. Village Haven will present pricing to Households clearly and conspicuously before the Household submits payment authorization, including:

1. the Provider Fee (set by the Provider),
2. the Platform Fee (separately identified),
3. taxes (if any), and
4. any other mandatory fees (if any).

3.2 No drip pricing. Village Haven will not add mandatory fees late in checkout or otherwise engage in “drip pricing” or deceptive price presentation practices.

3.3 Receipts and transaction details. After payment, we will make a receipt or transaction confirmation available via the Platform and/or email, showing the line items and total charged, subject to Payment Processor formatting.

4. Authorization; Payment Method Consent; Recurring/Subscription Charges

4.1 Payment authorization. When a Household submits payment for a Booking, the Household authorizes Village Haven and the Payment Processor to:

1. charge the Household’s selected payment method for the disclosed total (Provider Fee + Platform Fee + taxes/other mandatory charges),
2. split and settle amounts as necessary to pay the Provider (Provider Fee) and Village Haven (Platform Fee), and
3. make subsequent adjustments consistent with this Policy (including refunds, partial refunds, credits, reversals, Chargebacks, and dispute outcomes).

4.2 Preauthorization. We may place an authorization hold (preauthorization) to validate the payment method or to cover anticipated charges. Authorization holds are not actual charges and are released or converted to a charge depending on Payment Processor rules and the issuing bank.

4.3 Subscriptions. If Village Haven offers subscription features for Households and/or Providers (a “Subscription”), we will disclose the subscription price, billing frequency, renewal terms, cancellation method, and any free trial terms before enrollment. Subscriptions (if enabled) are governed by this Policy and any subscription terms shown at signup: Legal & Policy Center.

4.4 California automatic renewal compliance. For California residents, to the extent a Subscription is an “automatic renewal” or “continuous service” under California law, Village Haven will provide required pre-purchase disclosures, affirmative consent, and an easy-to-use cancellation method, and will send renewal notices where required.

5. Payment Flow; Settlement; Payout Timing

5.1 When Households are charged. Unless otherwise disclosed at checkout for a specific Booking type:

1. At Booking Confirmation. The Household’s payment method is charged in full (Provider Fee + Platform Fee + applicable taxes) at the time the Booking is confirmed.
2. Authorization Holds. For certain Bookings, the Platform may first place a preauthorization hold at booking and capture the full charge upon service completion. The checkout page will clearly disclose if a preauthorization model applies.
3. Adjustments. Post-completion adjustments (including refunds, partial refunds, credits, or dispute-related reversals) may be processed in accordance with this Policy and Payment Processor rules. Village Haven does not engage in undisclosed delayed or drip charging practices.

5.2 Provider Payout timing. Subject to Payment Processor timing, fraud controls, and bank processing constraints:

1. Providers are eligible for payout 2 business days after a Booking is marked complete in the Platform.
2. “Business days” exclude weekends and federal banking holidays.
3. Actual fund availability may vary depending on the Provider’s financial institution. Village Haven does not guarantee same-day fund availability. If a Booking becomes subject to dispute, investigation, or risk review prior to payout release, payout may be delayed under Section 5.4.

5.3 Payout prerequisites. Before receiving Payouts, Providers must:

1. Complete identity verification (if required),
2. Submit accurate tax documentation (e.g., W-9),
3. Link a valid and verified payout account, and
4. Comply with all applicable Platform policies.

Failure to maintain accurate onboarding information may delay payouts.

5.4 Holds, reserves, and delayed payouts. We may place holds, reserves, or delays on Payouts where we reasonably determine it is necessary to:

1. address suspected fraud or unauthorized transactions,
2. manage Chargeback risk,
3. comply with Payment Processor requirements,
4. comply with legal obligations,
5. respond to disputes, investigations, or policy violations, or
6. protect user safety and Platform integrity.

Payout holds are risk-management measures and do not constitute a determination of fault.

Holds will be lifted once the underlying risk is resolved, subject to processor constraints.

5.5 Incorrect Payout Details; Failed Payout Attempts. Providers are solely responsible for maintaining accurate and current payout information.

Village Haven is not responsible for delays or failed payouts resulting from incorrect bank account details provided by the Provider. If a payout fails due to incorrect account information and requires reprocessing:

1. Village Haven may charge a $10 Failed Payout Reprocessing Fee per occurrence, reflecting processor and administrative costs.
2. The fee will not exceed the amount permitted by applicable law.
3. Village Haven may waive this fee in its discretion.

Repeated payout failures may result in temporary suspension of payout functionality until accurate information is provided.

6. Cancellations, No-Shows, and Rescheduling

6.1 Controlling Terms; Disclosure Governance. The financial and operational consequences of any cancellation, rescheduling request, or failure to appear are governed by:

1. the cancellation terms disclosed at checkout and in the Booking confirmation;
2. the timing of the request relative to the scheduled start time;
3. the Booking type (including one-time, recurring, or same-day bookings); and
4. any applicable safety or dispute determination under this Policy.

The terms presented to the Household at the time of booking shall control that specific Booking. No subsequent policy update shall retroactively alter cancellation terms for an already-confirmed Booking.

6.2 Household cancellation fees. Unless otherwise expressly disclosed at checkout for a specific Booking type, the following standard cancellation schedule applies:

Refunds are processed in accordance with Section 7 and are subject to Payment Processor rules, card network requirements, and fraud risk controls. Nothing in this Section limits non-waivable consumer rights under applicable law.

6.3 Provider cancellation and reliability measures. If a Provider cancels a Booking, we may impose reliability measures under our Marketplace Guidelines and Account Suspension & Termination Policy, including warnings, temporary restrictions, or other actions. We may also process refunds to the Household as appropriate under this Policy.

6.4 No-shows. A “No-Show” occurs when a party fails to appear at the confirmed service location within 30 minutes of the scheduled start time without prior cancellation through the Platform.

6.5 Rescheduling. If rescheduling is permitted, rescheduling requests must be made through the Platform. Off-platform rescheduling to avoid Platform Fee is prohibited.

Rescheduling must occur exclusively through the Platform’s rescheduling functionality.

1. More Than 24 Hours Before Start Time – Rescheduling permitted without penalty.
2. Within 24 Hours of Start Time – Rescheduling constitutes a cancellation unless the Provider affirmatively consents within the Platform.
3. Fee Circumvention Prohibited – Off-platform rescheduling or payment arrangements intended to avoid Platform Fees are strictly prohibited and may result in account action, including suspension or termination.

6.6 Safety-related cancellations. If a cancellation is connected to a credible safety incident or serious policy violation, we may pause payout and/or issue refunds/credits pending investigation, consistent with Sections 8–10.

7. Refunds, Credits, and Adjustments

7.1 Refund methods. Refunds are issued to the original payment method when possible. If not possible (for example, expired card), we may issue a Platform credit or an alternative lawful method.

7.2 Platform Fee refunds. Whether the Platform Fee is refunded depends on the reason for cancellation/dispute and timing, and will be disclosed at checkout or in booking terms. Village Haven may retain some or all of the Platform Fee where allowed by law and where the Platform service has been provided (for example, marketplace access, processing, customer support, fraud prevention).

7.3 Provider Fee refunds. Provider Fee refunds (full or partial) may occur in cases including non-performance, confirmed cancellation within a refund window, or confirmed issue under dispute resolution. Where refunds are issued after a Payout, the Provider authorizes us (and the Payment Processor) to recover the refunded amount from the Provider, including by offsetting future Payouts or debiting the Provider’s payout account where permitted.

7.4 Credits. Credits (if offered) are promotional or remedial Platform balances with no cash value unless required by law. Credits may expire if disclosed at issuance, except where expiration is restricted by law.

7.5 Chargebacks and processor reversals are not “refunds.” A Chargeback or processor reversal can occur without our approval and is handled under Sections 9–10.

7.6 Consumer law carve-out. For California and other jurisdictions with non-waivable consumer protections, we will not limit rights that cannot be limited by contract. This Policy is intended to describe operational handling, not to waive non-waivable rights.

8. Disputes Between Households and Providers

8.1 Dispute channel. Users must first attempt to resolve Booking issues through the Platform support and dispute tools: Report an Incident. Our Dispute Resolution Policy also applies: Terms of Use.

8.2 Time to report issues. Households must report Billing/Service issues within seven (7) days after the Booking end time (or earlier if required by Payment Processor timelines) to be eligible for Platform review, unless law requires otherwise.

8.3 Evidence. We may request evidence, including:

1. in-platform messages,
2. check-in/check-out verification,
3. photos (where appropriate and lawful),
4. receipts for authorized expenses (if any),
5. third-party documentation (police report number for theft claims, etc.).

8.4 Interim actions. During a dispute, we may place a hold on payouts, restrict accounts, or adjust future booking permissions to manage risk and protect users.

8.5 Outcome types. We may, consistent with this Policy and Payment Processor rules:

1. deny the request,
2. issue a partial or full refund to the Household,
3. issue a credit,
4. release funds to the Provider,
5. split funds where appropriate,
6. take account actions under our policies.

8.6 No adjudication. Village Haven is not a court and does not determine legal liability between users. Our decisions are operational, risk-based, and made to manage Platform integrity and user experience.

9. Chargebacks; Retrieval Requests; Card Network/Bank Disputes

9.1 Chargebacks are high-risk events. A “Chargeback” is a payment dispute initiated by a cardholder through their issuing bank or card network (including retrieval requests, representment cycles, arbitration, or similar processes), which may result in reversal of funds. Chargebacks impose financial, operational, and reputational risk on the Platform and may result in processor penalties, monitoring programs, increased fees, or loss of payment processing privileges.

9.2 Notice and cooperation. If Village Haven receives notice of a Chargeback or retrieval request relating to a Booking:

1. We may notify the Provider and/or Household.
2. Users must cooperate promptly.
3. Users must provide requested documentation within 5 calendar days of request, or sooner if required by card network deadlines.

Failure to respond within the required timeframe may result in:

1. Automatic acceptance of the Chargeback,
2. Loss of dispute eligibility,
3. Payout hold or reversal,
4. Account restrictions.

9.3 Evidence submission. Village Haven may submit evidence to contest a Chargeback where appropriate, including:

1. Proof of service completion,
2. Booking confirmation records,
3. IP address and device data,
4. In-platform message logs,
5. Time-stamped activity records,
6. Refund history,
7. Authorization records.

Users authorize us to share relevant information with the Payment Processor, banks, and card networks for Chargeback handling, consistent with our Privacy Notice.

9.4 Effect on payouts. If a Chargeback occurs, Village Haven may, to the extent permitted by Payment Processor rules and applicable law:

1. Place a hold on funds related to the disputed Booking;
2. Reverse a Payout already made for that Booking;
3. Offset the disputed amount against future Payouts;
4. Debit the Provider’s payout method for the disputed amount; and/or
5. Recover any associated Chargeback fees assessed by the Payment Processor.

These measures are risk-allocation mechanisms and do not constitute a final legal determination of liability. If a Chargeback results in a negative balance, the responsible user remains liable for repayment.

9.5 Chargeback fees. If a Chargeback, retrieval request, or card network dispute is initiated in connection with a Booking and results in a reversal or processor assessment, the responsible party under this Policy shall be liable for:

1. The full amount of the disputed transaction (to the extent reversed); and
2. A Chargeback Handling Fee of $15 per Chargeback, reflecting processor assessments, network penalties, administrative handling, and risk monitoring costs.

The Chargeback Handling Fee:

1. Applies per disputed transaction;
2. Will not exceed the maximum amount permitted under applicable law; and
3. Is assessed to the extent processor fees, monitoring assessments, representment costs, or administrative handling expenses are incurred by Village Haven in connection with the Chargeback, regardless of ultimate dispute outcome.

In addition, if the Payment Processor or card network imposes a Chargeback fee that exceeds $15, Village Haven may charge the greater of (i) $15 or (ii) the actual processor-imposed fee, without markup.

Village Haven does not impose additional punitive penalties for Chargebacks unless expressly disclosed elsewhere in this Policy.

9.6 Household obligations. Households agree not to initiate a Chargeback for a transaction unless they have first made a good-faith effort to resolve the issue through Platform support (except for truly unauthorized use). This does not limit any right a consumer may have under applicable law to dispute unauthorized charges.

9.7 Provider obligations. Providers agree to participate in Chargeback investigations and provide accurate documentation. Failure to cooperate may result in loss of dispute eligibility and account actions.

9.8 Dispute Filing Deadline. We may decline to contest a Chargeback if notice is received beyond 120 days from transaction date, subject to card network rules.

9.9 Repeat Chargeback Activity; Risk Controls. If a Household initiates two (2) or more Chargebacks within any rolling six (6) month period, Village Haven may, in its discretion:

1. Require use of an alternative payment method (such as card-only payment);
2. Disable ACH payment privileges;
3. Require advance payment verification;
4. Restrict or suspend booking functionality; and/or
5. Terminate the account for excessive dispute activity.

These measures are risk-management tools intended to protect the Platform’s payment processing relationships and do not constitute a legal finding of wrongdoing.

10. Allocation of Chargebacks, Reversals, and Negative Balances

10.1 General allocation principle. As a marketplace, Village Haven allocates Chargebacks and reversals based on (a) Payment Processor rules, (b) evidence and dispute outcomes, (c) the reason code and facts, and (d) risk management needs.

10.2 Unauthorized payment method use. If a Chargeback is based on alleged unauthorized use of a Household’s payment method, we will evaluate available evidence and Payment Processor guidance. Where the Payment Processor determines the charge is unauthorized or reverses funds, amounts may be reversed accordingly.

10.3 Service-performance disputes. If a Chargeback is based on alleged non-performance, misrepresentation, or quality dispute, we may contest the Chargeback when evidence supports it. If the Chargeback is ultimately upheld, the related amount (including fees) may be deducted from the Provider’s balance or future Payouts if it relates to Provider performance, subject to Payment Processor constraints and applicable law.

10.4 Platform Fee treatment in Chargebacks. If a Chargeback reverses the full transaction amount, the Platform Fee may also be reversed. Village Haven may seek to recover Platform Fee amounts and Chargeback fees from the responsible party to the extent permitted by law and Payment Processor rules.

10.5 Negative balances. If a Provider’s account reflects a negative balance (for example, due to refunds after payout, Chargebacks, penalties, or adjustments), the Provider authorizes Village Haven and the Payment Processor to recover the negative balance by:

1. offsetting future Payouts,
2. debiting the Provider’s payout method (if supported and permitted), and/or
3. pursuing lawful collection methods (Section 15).

10.6 Household collections. If a Household’s payment is reversed after services were performed (for example, due to Chargeback fraud), Village Haven may pursue lawful recovery from the Household, including by recharging where authorized, using collections, and restricting account access, subject to applicable law.

11. Fraud, Abuse, and Off-Platform Payment Prohibition

11.1 No off-platform payments. Users must not request, send, or accept payment outside the Platform for bookings initiated on the Platform, including to avoid Platform Fees, to reduce transparency, or to bypass dispute handling. This includes cash, checks, peer-to-peer transfers, gift cards, crypto, or any other method, unless we expressly permit a method in writing.

11.2 Fraud monitoring. We may use risk signals to detect fraud, account takeover, collusion, and Chargeback abuse. We may require additional verification, suspend transactions, or restrict accounts.

11.3 Chargeback fraud and friendly fraud. If we reasonably determine a Household engaged in Chargeback fraud (including “friendly fraud”), we may deny refunds/credits, pursue lawful recovery, and suspend or terminate the account.

11.4 Provider fraud. If we reasonably determine a Provider engaged in fraud (including falsified completion, misrepresentation, or prohibited solicitation), we may withhold or reverse payouts, require remediation, and suspend or terminate the account.

12. Tips/Gratuities

12.1 Optional and voluntary. If tipping is enabled, tips are optional and chosen by the Household.

12.2 Tip payout. Tips are intended to be paid to the Provider, subject to Payment Processor rules, holds, and reversals.

12.3 No tip manipulation. Providers must not pressure Households to tip, condition service on tips, or misrepresent tip distribution.

12.4 Tip refunds. Tips may be refunded in limited circumstances (for example, proven fraud/unauthorized transactions) consistent with Payment Processor rules and applicable law.

13. Taxes, Information Reporting, and Classification Posture

13.1 Taxes are user responsibilities. Providers are responsible for determining and paying their own taxes arising from amounts they receive through the Platform. Households are responsible for any taxes that apply to them, subject to applicable law and the Platform’s tax handling.

13.2 Information reporting (1099). Where required, we and/or the Payment Processor may issue IRS Forms (for example, Form 1099-K and/or 1099-NEC) and state equivalents based on payment volume and applicable thresholds. Users must provide accurate tax information (W-9 or other forms) as requested.

13.3 No employment relationship. Nothing in this Policy creates an employment relationship. Providers use the Platform as independent users of a marketplace and control how they perform services.

13.4 Tax withholding (if required). If withholding is required by law due to missing or incorrect taxpayer information or other reasons, we and/or the Payment Processor may withhold and remit amounts to the appropriate taxing authority.

14. ACH / NACHA

14.1 ACH eligibility. If ACH payments or payouts are offered, users agree to comply with NACHA rules and any bank requirements.

14.2 Returned payments and ACH reversals. ACH transactions may be returned, rejected, or reversed for reasons including, without limitation:

1. Insufficient funds (R01 / R09)
2. Invalid or closed account (R02 / R03)
3. Unauthorized debit (R05 / R10 / R11)
4. Revoked authorization
5. Administrative error or processing failure

If a user’s ACH transaction is returned or reversed, the user is responsible for:

1. The full amount of the returned transaction; and
2. A Returned ACH Fee of $15 per returned transaction, which reflects estimated processor costs, banking fees, risk monitoring expenses, and administrative handling associated with the return.

This fee will not exceed the maximum amount permitted under applicable law. Village Haven reserves the right to adjust the Returned ACH Fee upon prior notice if processor or banking costs materially increase. In addition, if the actual processor or banking fee imposed on Village Haven exceeds $15, Village Haven may charge the greater of (i) $15 or (ii) the actual fee imposed, provided that no markup is added.

14.3 ACH Authorization; Error Correction; Negative Balances. By linking a bank account and initiating or accepting ACH transactions through the Platform, the user:

1. Authorizes Village Haven and its Payment Processor to originate ACH debits and credits to the linked account consistent with this Policy;
2. Authorizes correction of erroneous credits;
3. Authorizes recovery of negative balances through ACH debit where permitted by law and NACHA rules; and
4. Represents that the user is authorized to use the linked bank account.

If an ACH debit is returned as unauthorized, Village Haven may suspend ACH privileges pending investigation.

15. Collections; Setoff; Legal Rights

15.1 Setoff. To the extent permitted by law, Village Haven and the Payment Processor may set off amounts owed by a user against amounts payable to that user (for example, offset a refund against future payouts).

15.2 Collections. If amounts remain due, we may use lawful collection methods, including engaging a collection agency and reporting to credit bureaus where permitted by law and after providing any required notices.

15.3 Costs of collection. To the extent permitted by law, the user agrees to pay reasonable costs of collection (including attorneys’ fees and costs) for undisputed amounts overdue beyond thirty (30) days.

16. Record Retention

16.1 Retention period. We will retain payment and dispute records for at least 7 years, or longer where reasonably necessary for fraud prevention, compliance, tax/accounting, dispute resolution, or legal holds.

16.2 Receipts and statements. Users are responsible for downloading and retaining their own copies of receipts, invoices, and statements for their records.

17. Payment Processor Rules; Conflicts; Precedence

17.1 Processor controls. Payment Processor rules, card network rules, and banking partner requirements may require actions that override this Policy (for example, immediate holds, reversals, or additional verification).

17.2 Conflicts. If there is a conflict between this Policy and mandatory Payment Processor rules, the Payment Processor rules control to the extent of the conflict for transaction processing. If there is a conflict between this Policy and the Terms, the Terms control unless the Terms expressly state otherwise.

18. California and Multi-State Consumer Law Carve-Out

18.1 No waiver of non-waivable rights. This Policy does not waive rights that cannot be waived under California law or other applicable consumer protection laws.

18.2 Unfair/deceptive practices. Village Haven will administer this Policy consistent with applicable unfair competition and consumer protection laws, including fee transparency and honest dispute handling.

18.3 State-specific disclosures. We may provide state-specific disclosures or addenda within checkout or help-center content where required.

19. Support; Notices; Contact

19.1 Payments support. Contact Payments Support at: hello@villagehaven.org and/or /contact.

19.2 Dispute submission. Submit booking/payment disputes through: [DISPUTE INTAKE LINK].

19.3 Legal notices. Send legal notices to: hello@villagehaven.org, 30 N Gould St Ste 100, Sheridan, WY 82801.

20. Updates to This Policy

20.1 We may update this Policy. We may update this Policy from time to time. We will post the updated version with a revised Effective Date/Last Updated date.

20.2 Material changes. If changes are material, we will provide additional notice as required by applicable law (for example, via in-app notice, email, or prominent posting).

20.3 Continued use. Continued use of the Platform after the effective date of an updated Policy means you agree to the updated Policy to the extent permitted by law.