While each provider is responsible for setting their own policies and terms for their business and activities, for orders placed on the marketplace, below are the following ways a parent can submit a refund:
Within the marketplace cancellation window: If a parent submits a refund request within 24-48 hours of making a purchase on the marketplace, the Sawyer support team will handle the refund request. Sawyer’s support working business hours are Monday-Friday 9:00-5:00pm EST. If a parent request comes in after hours, it will be handled during the next business day.
Beyond the cancellation window: If a parent is beyond the marketplace cancellation window, they are subject to the individual provider policies and terms and will be directed to you, the provider, for a refund.
Issue with a service experience: We take parent feedback seriously. If for any reason a parent feels as if they’ve had a negative provider experience and/or have not received a response or resolution from you directly, they can submit a claim to firstname.lastname@example.org.
- When a claim is submitted, we will typically err on the side of the parent but will contact both parties to gather specific details as needed and try to mediate a quick and suitable resolution.
- In the rare event that a resolution is not reached within 24-48 hours of the claim, Sawyer reserves the right to issue a refund to the parent on behalf of the Provider. You as the Provider will be notified of any decision made and if/when a transaction or purchase has been refunded. Please note: parent refunds may take up to 10-15 business days to process.