Complaints Policy

1. Purpose

This policy defines the procedures for handling complaints from users (customers and providers) of the Wutkoo platform. It aims to guarantee fast, fair and transparent processing of disputes related to the services offered.

2. Scope

This policy applies to any complaint related to:

• An activity reservation
• A payment made on the platform
• The quality of a service provided by a provider
• A technical or operational problem

3. Filing a Complaint

Any complaint must be addressed to Wutkoo via:

• Email (customer support)
• Phone number (customer service)

The request must contain:

• First and last name
• Phone number
• Booking details
• Description of the problem
• Evidence if available (photos, messages, etc.)

4. Processing Times

Wutkoo undertakes to:

• Acknowledge receipt of the complaint within 24 to 48 hours
• Process the request within a maximum of 3 to 7 business days

5. Complaint Handling

Wutkoo acts as an intermediary between the customer and the provider. Depending on the situation, Wutkoo may:

• Contact the provider concerned
• Analyze the elements provided
• Propose an amicable solution

6. Possible Complaint Cases

Complaints may concern:

• Cancellation or modification of an activity
• Non-compliance with the announced service
• Provider delay or absence
• Payment-related problem

7. Dispute Resolution

After analysis, several solutions may be proposed:

• Full or partial refund
• Activity rescheduling
• Commercial compensation
• Request rejection (if unjustified)

8. Refund Policy Related to Complaints

Refunds are made under the following conditions:

• Cancellation by the customer at least 24 hours before: refund possible
• Late cancellation or no-show: non-refundable
• Proven problem related to the provider: refund possible after verification

👉 Refunds are made via the same payment method used.

9. Wutkoo's Responsibility

Wutkoo acts as an intermediary platform. Responsibility for the service provided lies with the provider. However, Wutkoo undertakes to facilitate the resolution of disputes.

10. Abusive Behavior

Any abusive or fraudulent complaint may result in:

• rejection of the request
• suspension of the account
• actions if necessary

11. Continuous Improvement

Wutkoo uses complaints to improve the quality of services offered on the platform.

12. Acceptance

Use of the Wutkoo platform implies acceptance of this complaints policy.