Disputes & Refunds (Learner Guide)
How disputes work, what evidence matters, and how to get a fair resolution.
What is a dispute on Guruu?
A dispute is a formal request to review a session outcome (quality, delivery, or verified technical issues) under Guruu's rules.
Why it matters: disputes create a consistent path to resolution without relying on private negotiations.
How it works: issue raised → evidence reviewed → outcome determined by rules.
Good to know: raise disputes as soon as you can — it's easier to assess while details are fresh.
How long do I have to raise a dispute or refund request?
Within three (3) days of session completion.
Why it matters: timely reporting keeps evidence clear and resolutions faster.
How it works: raise it early → include what you expected vs what happened.
Good to know: waiting until the last minute can make resolution slower.
What are common reasons to raise a dispute?
Session didn't occur as booked, delivery didn't match what was agreed, or the session was materially affected by a verified technical issue.
Why it matters: disputes work best when the issue is specific and evidence-based.
How it works: state what was agreed → what happened → what resolution you want.
Good to know: keep all relevant communication on-platform so the record is clear.
What happens after I raise a dispute?
Guruu reviews booking details, message history, and relevant evidence (including recordings where applicable).
Why it matters: a defined process reduces "your word vs theirs."
How it works: dispute submitted → evidence reviewed → decision → funds handled per outcome.
Good to know: being specific (dates, time stamps, what you expected) helps disputes resolve faster.
What if there was a technical issue during the session?
Document it immediately and request review in-platform.
Why it matters: tech failures shouldn't automatically punish either party.
How it works: document → message in-platform → submit dispute/support request.
Good to know: don't switch to another app mid-session — staying on Guruu preserves evidence.
What if I missed the session (no-show)?
If you miss a session without notice, the full payment may be released to the Guruu. Cancel early under the policy instead.
Why it matters: no-shows are treated differently from cancellations.
How it works: cancel early if you can't attend.
Good to know: if you're running late, message immediately — it may help prevent a poor outcome.
What if the Guruu didn't show up?
Report it promptly within the dispute window so it can be reviewed and resolved.
Why it matters: quick reporting reduces delays.
How it works: message in-platform → document no-show → raise dispute/support request.
Good to know: screenshots/time stamps help if there's a disagreement about attendance.
How can I improve my chances of a fair resolution?
Be factual: what was agreed, what happened, and what you want as a remedy.
Why it matters: clarity reduces back-and-forth.
How it works: include a short timeline → attach context → request a concrete outcome.
Good to know: disputes are easier to resolve when the session goal was clearly written in messages before booking.