Support Policy

Last updated: December 2025

Campus Collective is committed to creating a safe, trusted, and student-centered marketplace. This Support Policy explains how to get help, report issues, and resolve disputes. It applies to all users of the platform.

1. Purpose

Our support system is designed to:

• Protect the safety and rights of all users
• Ensure fair and transparent dispute resolution
• Respond promptly to issues, concerns, and feedback
• Maintain a trustworthy community through active moderation

2. How to Contact Support

Campus Collective provides multiple ways to get help:

2.1 In-App Support

• Report Feature: Report users, listings, messages, reviews, or profiles directly in the app
• Email Integration: Send support emails directly from the app
• All reports are reviewed by our moderation team

2.2 Email Support

• General Support: support@campuscollective.site
• General Inquiries: contact@campuscollective.site
• Response Time: Within 3 business days (Monday–Friday, 9 AM–6 PM EST)

3. In-App Reporting System

3.1 What You Can Report

Campus Collective allows you to report the following issues directly in the app:

Service Issue

• Vendor no-show or late arrival
• Poor service quality or unprofessional attitude
• Service not as described

Listing Issue

• Misleading or inaccurate product/service descriptions
• Inappropriate pricing or fraudulent listings
• Prohibited items or services

Message Issue

• Inappropriate messages or harassment
• Spam or unwanted solicitation
• Off-platform payment requests

Review Issue

• Fake, fraudulent, or unfair reviews
• Offensive or inappropriate review content
• Review manipulation or retaliation

Profile Issue

• Fake or misleading user profiles
• Impersonation or identity fraud
• Inappropriate profile content

Other

• Any other inappropriate behavior or policy violations
• Technical issues or bugs
• General concerns

3.2 How to Submit a Report

1. Select Report Type: Choose the category that best matches your issue
2. Provide Description: Describe the issue in detail (minimum 10 characters, maximum 1,000 characters)
3. Upload Evidence: Attach 1-3 photos as proof (screenshots, photos of issue, chat history)
4. Submit: Your report will be sent to our moderation team

3.3 What Happens After You Report

• ✅ All reports are carefully reviewed by our team
• ✅ We investigate using transaction records, chat logs, and provided evidence
• ✅ Priority issues (safety, harassment) are reviewed within 24 hours
• ✅ Most cases are resolved within 3-5 business days
• ✅ You will be notified of the outcome via email or in-app notification
• ✅ Reported users may face warnings, restrictions, or account suspension depending on severity

4. Support Categories

We handle the following types of support requests:

4.1 Transaction and Payment Issues

• Payment failures or incorrect charges
• Cancellation and refund requests
• Cancellation fee questions ($12 for late cancellations)
• Stripe payout errors
• Double charges or unauthorized transactions

4.2 Service and Delivery Issues

• Vendor no-show or last-minute cancellation
• Buyer late cancellation (within 8 hours before service)
• Service quality not meeting expectations
• Late delivery or incomplete service
• Item condition not as described

4.3 Account and Technical Issues

• .edu email verification problems
• Login or authentication issues
• Profile or listing editing problems
• App crashes or technical bugs

4.4 Safety and Community Issues

• Harassment, threats, or inappropriate behavior
• Discrimination or hate speech
• Fraud or scam attempts
• Off-platform payment requests
• Identity theft or impersonation
• Privacy violations

4.5 Content Moderation

• Inappropriate listings or photos
• Fake or misleading reviews
• Spam or commercial solicitation
• Copyright or trademark violations

5. Resolution Process

5.1 For Cancellations

Buyer Cancellation (Before Service):

• Use the in-app “Cancel Booking” button
• Refund calculated automatically based on timing (8-hour rule)
• No need to contact support for standard cancellations

Vendor Cancellation:

• Must contact support@campuscollective.site immediately
• Provide booking ID and reason for cancellation
• Buyer receives full refund; vendor points deducted

Post-Service Issues:

• Contact support within 48 hours with evidence
• Use in-app report feature or email

5.2 For Email Support

When contacting support via email, please include:

• Your name and email address
• Booking ID or transaction ID (if applicable)
• Names of involved parties (if reporting another user)
• Detailed description of the issue
• Screenshots or evidence (attach as files)

5.3 Resolution Timeline

1. Acknowledgment: Within 24-48 hours (cancellations are instant)
2. Investigation: We review all evidence, chat logs, and transaction records
3. Resolution: Most cases resolved within 3-5 business days
4. Notification: You’ll receive an email or in-app notification with the outcome
5. Follow-up: You can reply if you have additional information

Special Timelines:

• Standard buyer cancellations: Instant (automated)
• Vendor cancellations: 1-2 business days for processing
• Post-service refunds: 3-5 business days for investigation

5.4 Complex Cases

Some issues may take longer to resolve:

• Disputes involving multiple parties
• Cases requiring legal review
• Payment disputes requiring Stripe investigation
• Cases with insufficient evidence

We will keep you updated on the progress and expected resolution time.

6. Cancellation and Refund Policy

To protect both buyers and vendors, Campus Collective has clear cancellation rules.

6.1 Before Service Starts

Buyer Cancellation:

• ✅ More than 8 hours before: 100% full refund
• ⚠️ Within 8 hours: Full refund minus $12 cancellation fee
• 💳 Refunds processed through Stripe within 5-10 business days

Vendor Cancellation:

• ✅ Buyer receives 100% full refund (no cancellation fee)
• ⚠️ Vendor’s leaderboard points are deducted as penalty
• 🚫 Multiple cancellations may result in account restrictions or suspension

6.2 After Service Starts

• ❌ No cancellations allowed once service has begun
• 📧 Exceptional cases: Contact support@campuscollective.site with evidence
• 🔍 Each case reviewed individually
• ✅ Valid refunds: vendor no-show, service not as described, safety issues

6.3 Refund Request Process

1. Submit: Within 48 hours via app report or email
2. Evidence: Provide photos, screenshots, chat logs
3. Review: Both parties contacted for their account
4. Decision: Fair determination based on evidence (3-5 business days)
5. Processing: Approved refunds via Stripe (5-10 business days)

7. Priority: Safety and Urgent Issues

Campus Collective takes student safety seriously. Contact us immediately if you encounter:

⚠️ Immediate Safety Concerns:

• Physical threats or violence
• Stalking or persistent harassment
• Sharing of personal information without consent
• Meeting location safety issues

🚨 Fraudulent Activity:

• Off-platform payment requests (Venmo, Cash App, etc.)
• Phishing or identity theft attempts
• Credit card fraud or unauthorized charges
• Fake listings or scam operations

🛡️ Inappropriate Behavior:

• Sexual harassment or inappropriate advances
• Discrimination based on race, gender, religion, etc.
• Hate speech or offensive content
• Underage users or adult content

Response Time for Safety Issues: Within 24 hours Immediate Action: Reported accounts may be temporarily suspended pending investigation

8. Account Actions and Enforcement

Based on report severity and user history, Campus Collective may take the following actions:

8.1 Warning

• First-time minor violations
• User is notified and educated about policies

8.2 Points Deduction (Vendors)

• Vendor cancellations result in leaderboard points penalty
• Points deduction affects vendor ranking and visibility
• Intended to discourage unreliable service

8.3 Account Restrictions

• Multiple vendor cancellations: reduced listing visibility, posting restrictions
• Repeated policy violations: temporary feature limitations
• Pending compliance before full access restored

8.4 Temporary Suspension

• Repeated violations after warnings
• Moderate policy breaches
• Pending investigation of serious allegations

8.5 Permanent Ban

• Severe safety violations
• Fraud or scam operations
• Repeated harassment or illegal activities
• Persistent pattern of unreliable service

8.6 Content Removal

• Inappropriate listings or photos removed
• Offensive reviews deleted
• Prohibited content taken down immediately

9. Appeals Process

If you believe a moderation decision was unfair:

1. Submit Appeal: Reply to the decision email or contact support@campuscollective.site
2. Provide New Evidence: Include any additional information or context
3. Senior Review: A different team member will reassess your case
4. Timeline: Appeals reviewed within 3-5 business days
5. Final Decision: Decisions made after appeal review are final

10. False Reports

To maintain system integrity:

• ❌ Submitting false or malicious reports is prohibited
• ❌ Retaliatory reporting against legitimate users is not tolerated
• ⚠️ Users who repeatedly submit false reports may face account restrictions
• ✅ Good faith reports (even if unsubstantiated) will not result in penalties

11. Data Privacy and Confidentiality

11.1 Report Handling

• All reports and support tickets are stored securely in Supabase
• Only authorized support team members have access to reports
• Personal information is protected under our Privacy Policy
• Reports are handled confidentially

11.2 Evidence and Documentation

• Screenshots and photos you submit are used only for investigation purposes
• Evidence is not shared with third parties without consent
• Documentation is retained for legal compliance and dispute resolution
• You can request deletion of your data after case closure

12. Response Times Summary

Note: Response times are for business days (Monday–Friday, 9 AM–6 PM EST). Cases submitted on weekends or holidays will be addressed on the next business day.

13. Feedback and Suggestions

We value your input to improve Campus Collective!

13.1 How to Provide Feedback

• Email: contact@campuscollective.site
• In-app: Use “Other” report type for suggestions
• Social media: Follow us for updates and community polls

13.2 What We Review

• Feature requests and improvements
• User experience feedback
• Bug reports and technical issues
• Community guidelines suggestions

Review Cycle: Feedback is reviewed weekly and prioritized based on community needs.

14. Limitations

Please note that Campus Collective:

• ❌ Does NOT provide real-time chat or phone support
• ❌ Cannot guarantee specific resolution outcomes
• ❌ May close inactive tickets after 14 days without response
• ❌ Cannot assist with issues occurring entirely off-platform
• ❌ Cannot override payment processor (Stripe) decisions in certain cases
• ❌ Cannot waive the $12 cancellation fee for late buyer cancellations (within 8 hours)
• ✅ Buyer cancellations more than 8 hours before service are processed automatically with full refund

15. Third-Party Dispute Resolution

For payment disputes that cannot be resolved through our support team:

• Contact your bank or credit card issuer
• File a dispute with Stripe (payment processor)
• Seek mediation through consumer protection agencies if necessary

Campus Collective will cooperate with legitimate dispute resolution processes.

16. Legal and Law Enforcement

Campus Collective cooperates with law enforcement when required by law:

• We may disclose user information in response to valid legal requests
• Illegal activities reported on our platform will be forwarded to authorities
• Users are responsible for complying with local, state, and federal laws
• See our Privacy Policy for more information on data disclosure

17. Contact Information Summary

18. Acknowledgment

By using Campus Collective, you acknowledge that:

• ✅ You have read and understand this Support Policy
• ✅ You agree to cooperate with investigations and provide honest information
• ✅ You understand that resolution times may vary based on case complexity
• ✅ You will not abuse the reporting system or submit false reports
• ✅ You accept that Campus Collective’s decisions are final after the appeals process

19. Updates to This Policy

Campus Collective may update this Support Policy to reflect changes in our services or legal requirements. When we make significant changes:

• The “Last updated” date will be updated
• Users will be notified via email or in-app notification
• Continued use of the platform constitutes acceptance of the updated policy

Contact Information

For questions, support, or to report issues:

📧 Email:

• General support: support@campuscollective.site
• General inquiries: contact@campuscollective.site

🌐 Website: https://campuscollective.site

⏰ Response Time: Within 3 business days (safety issues within 48 hours)

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