Sessions and Disputes
At my place.
In the "at my place" scenario, the following stages are planned for the session:
Client on the way: You will be notified when the client is on their way to you. For this, the client needs to go to the session and click the "On my way" button. However, this step is optional and will be replaced by the "I'm here" button 30 minutes before the session.
Client arrived: When the client arrives at the address, they will click the "I'm here" button. You will receive a notification, and you will just need to provide the "full address: entrance, apartment, floor."
Start session: After providing the address, the session will not begin until you click the "Start session" button.
If the order includes "services based on preference," you must specify which services you will provide or whether you will not provide them.
Home visit
In the "home visit" scenario, the following stages are planned for the session:
You will immediately receive full information about the address where the session will take place.
On my way: Notify the client when you're on your way to them. This step is optional and is replaced by the next one 30 minutes before the session.
I'm here: When you arrive at the address 30 minutes before the session starts, you can click "I'm here" to let the client know that you're looking for them.
Start session: After confirming that you've arrived at the address, you can start the session once you meet the client.
If you have trouble finding the correct address, contact the client via chat.
Session additions
Before either you or the client clicks "I'm here" and after the session has started, either of you can click the "Add to session" button.
If you have "added to the session," the client needs to confirm the addition.
If the client has "added to the session," you need to confirm the additions.
The session can be extended with "ratiffs" and accordingly prolonged.
The session can be extended with "additional services."
The session can be extended with an "offer," where you can specify the "price." Sometimes the client's requests may be specific, so it's very convenient in many cases to issue a payment invoice.
If the session was paid through the "balance," the "addition" can only be paid through the balance. And if the session was "paid directly," the payment for the addition can only be made directly to you.
Disputes and session cancellation
Reasons for session cancellation
The session is divided into 3 stages:
Before meeting the client: before you or the client click the "I'm here" button.
Meeting the client: after you click "I'm here," we consider that you have most likely met with the client.
Session in progress: you have started the session.
Depending on the "stage of the session," the reasons for cancellation change for you and the client, or may not be available at all.
If the cancellation occurs more than 5 hours before the session, no dispute is created in case of cancellation by you or the client, and no cancellation reason is specified.
Cancellation less than 5 hours before the session will open a dispute.
If you or the client clicked "I'm here," the available cancellation reasons for you are:: The client does not match the profile: incorrect age, ethnicity, or weight, or you know that the profile belongs to another client. Violation of rules: if you believe the client has violated your rules or the UWU rules. Other reason: This option can be used if the client hasn't violated any rules, but for some reason, you are unable to provide services. You will be able to explain the reason to the administration, and the client will not be informed about it.
Cancellation during the session, available reasons: Urgent matters for the client: if the client decides to end the session early due to personal circumstances. Urgent matters for me: in case you have urgent circumstances after the session has started. Violation of rules: in case of violating your rules or the rules of UWU.
Disputes
If the session was paid through a "secure transaction," a dispute will be opened if the session is canceled less than 5 hours in advance or at other stages. This is not a cause for concern.
You will receive an automatic message from customer support in the chat, and after a brief conversation, we, as the administration, will make a decision regarding possible sanctions for the client or for you, as well as the amount of the refund to the client.
We strongly recommend avoiding conflicts with clients. In such cases, it's better to end the session and politely ask the client to leave your space.
If the client behaves inappropriately and demands an immediate refund, to prevent escalating the situation, we recommend issuing the refund. You will still receive your reward in your balance.
Remember, politeness and calmness are your main weapons in response to aggression.
Tardiness
You can start the session 30 minutes before or 30 minutes after the "scheduled start." You or the client can click "I'm here" 30 minutes before or after the "scheduled start."
Currently, we have disabled "session rescheduling," so you can cancel the session and ask the client to reschedule it for another time if they are significantly late. We will introduce "session rescheduling" as soon as possible, but it requires testing and rule descriptions.
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