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TikHub values every customer and it is crucial that all third-party merchants also uphold this standard of customer appreciation. Please read the following article to ensure better communication.

Customers `->` Third-Party Merchants

Direct Contact with Merchants

Response Time Requirement

Handling Serious Complaints

Types of Serious Complaints

Commitment to Customer Service

Customers `->` TikHub `->` Third-Party Merchants

Not Receiving Item

Direct Issue Forwarding

Third-Party Merchants `->` Customer

Monitoring Purchase Activity

Announcements to Customers

Direct Customer Contact

Third-Party Merchants `->` TikHub

Withdrawal Issues

Editing Projects and Products

Rejection of Project or Product Publication

If the customer and Merchant cannot resolve the issue through emails or solving the problem peacfully, TikHub will use Arbitration to resolve the issue.

Arbitration Guidelines for TikHub Platform

Disputes that are straightforward and clearly attributable based on tikhub Service Provider Agreement and User Service Agreements will be quickly arbitrated by platform staff.

For more complex disputes that cannot be rapidly resolved through Service Provider Agreement and User Service Agreements, the disputing parties will be scheduled to appear in an arbitration court at zoom/discord for a public hearing and vote:

The outcome of the public hearing and vote is binding once announced, representing the stance of the Haowang Guarantee platform, and must be unconditionally executed by the disputing parties.

Members of the TikHub arbitration court jury are composed of VIP group customers from various industries within TikHub and are not platform staff. Therefore, the public arbitration voting results can represent the opinion of the majority within the industry, ensuring fairness and justice.

Please note:

Each case can only be publicly heard once; there is no concept of overturning for a retrial, so it is crucial to collect all evidence and clearly state the facts and opinions during the public hearing.

During the hearing process, if one party reads the messages but does not respond and is uncontactable for more than 1 hour, the jury may forcibly initiate a vote depending on the situation.

During the public hearing, if there is any malicious private canvassing, once verified by the platform, the canvassing party will be fully responsible.

During the public hearing and before a dispute is resolved, it is prohibited to smear or discuss case-related issues in any platform group channel. If such events occur, the platform will intervene under suspicion of canvassing and handle the perpetrator strictly.

Arbitration Principles:

Reasonable group rules and transaction regulations are the primary principles of arbitration.

Those who are hostile and of low quality will be held more accountable.

Those who maliciously defraud their transaction partners will be held more accountable.

Jury members are not allowed to verbally attack each other.

Jury members are not allowed to directly attack the parties involved.

Complaints and Suggestions:

If you find that a jury member or platform staff member is engaging in corruption or accepting bribes, please contact tikhub.io@proton.me to report.

If a jury member is found to be engaging in favoritism and corruption, they will be immediately expelled from the jury once verified.

If a jury member is found to be accepting bribes, they will be immediately expelled from the jury, all platform assets will be confiscated, and they will be banned across the entire platform.

🤝🏻 Customer Service

Customers -> Third-Party Merchants#

Customers -> TikHub -> Third-Party Merchants#

Third-Party Merchants -> Customer#

Third-Party Merchants -> TikHub#

Arbitration Guidelines for TikHub Platform#

Please note:#

Arbitration Principles:#

Complaints and Suggestions:#

Customers `->` Third-Party Merchants

Customers `->` TikHub `->` Third-Party Merchants

Third-Party Merchants `->` Customer

Third-Party Merchants `->` TikHub

Arbitration Guidelines for TikHub Platform

Please note:

Arbitration Principles:

Complaints and Suggestions: