Terms of Service

Last update: November 2016

Welcome to Supervisor.io,

Supervisor.io is a marketplace platform for Server Support services performed by its users.

Please read the Terms of Service carefully before you start to use the Site. By using the Site, opening an account or by clicking to accept or agree to the Terms of Service when this option is made available to you, you accept and agree to be bound and abide by these Terms of Service and our Privacy Policy, found here, incorporated herein by reference. If you do not want to agree to these Terms of Service or the Privacy Policy, you must not access or use the Site. For more detailed policies surrounding the activity and usage on the Site, please access the designated articles herein.

This Site is offered and available to users who are 13 years of age or older. If you are under 13 you may not use this Site or the Supervisor services. By using this Site, you represent and warrant that you are of legal age to form a binding contract and meet all of the foregoing eligibility requirements. If you do not meet all of these requirements, you must not access or use the Site

Our Customer Support team is available 24/7 if you have any questions regarding the Site or Terms of Service. Contacting our Customer Support team can be performed by submitting a request Support@supervisor.io

Overview (Main terms)

• Only registered users may buy and sell on supervisor. Registration is free.
• Support Provider on supervisor may be offered at a base starting price of $5. Some Server Support Gigs are offered at a base price of more than $5 as determined by the seller.
• Buyers pay supervisor in advance to create an order.
• Orders are purchased through the Order button found on a seller’s Server Support Gig page or through a Custom Offer.
• For fees and payments please read the purchasing section here.
• Sellers must fulfil their orders, and may not cancel orders on a regular basis or without cause. Cancelling orders will affect sellers’ reputation and status.
• Users may not offer or accept payments using any method other than placing an order through supervisor.io
• Buyers are granted all rights for the delivered work, unless otherwise specified by the seller on their Server Support Gig page
• Supervisor retains the right to use all published delivered works for Supervisor marketing and promotion purposes.
• We care about your privacy. You can read our Privacy Policy here. The Privacy Policy is a part of these Terms of Service and incorporated herein by reference.

SELLERS

Basics

• Sellers create Support Job on Supervisor to allow buyers to purchase their services.
• Sellers may also offer Custom Offers to buyers
• Each order you sell and successfully complete, accredits your account with a net revenue of 80% of the purchase amount.
• Supervisor accredits sellers once an order is completed. See our “Orders” section below for a definition of a completed order.
• If an order is cancelled (for any reason), the funds paid will be refunded to the buyer’s Shopping Balance at respective supervisor account to buy @Supervisor.io
• Revenues are only made available for withdrawal from the Revenue page following a safety clearance period of 14 days after the order is marked as complete. Top Rated Sellers are eligible to withdraw revenue following a safety clearance period of 7 days after the order is marked as complete.
• Sellers may not promote their Support jobs or any Supervisor content via the AdWords platform.
• Sellers may withdraw their revenues using one of Supervisor’s withdrawal options.
• The seller’s rating is calculated based on the order reviews posted by buyers.
• For security concerns, Supervisor may temporarily disable a seller’s ability to withdraw revenue to prevent fraudulent or illicit activity. This may come as a result of security issues, improper behaviour reported by buyers, or associating multiple Supervisor accounts to a single withdrawal provider.

Support Extras

• Support Extras are additional services offered on top of the Seller’s Support Gig for an additional price defined by the Seller.
• Support Extras may be removed for violations of our Terms of Service. Support Gigs are subject to be removed due to violations found in Support Extras.
• The amount of Support Extras, which can be offered, and the price for each Support Extra, is based on your seller Level.
• Services offered through Support Extras must be related to the base service and part of the deliverables on the order.
• Support Extras may cover different categories of services that are components to a higher quality delivered service.
• Sellers have the option to extend the duration of an order for each Support Extra that is added to the order. This is to cover the time needed to complete the extra service.

Seller Features

Supervisor sellers have access to several exclusive features that help customize the way their services can be offered.

Custom Offer

• Sellers can also send Custom Offers addressing specific requirements of a buyer.
• Custom Offers are defined by the seller with the exact description of the service, the price and the time expected to deliver the service.
• Custom Offers are sent from the conversation page.
• Services provided through Custom Offers may not violate supervisor Terms of Service.

Withdrawing Revenues

• To withdraw your revenue, you must have an account with at least one of Supervisor’s withdrawal methods.
• Your Supervisor profile can be associated with only one account from each Supervisor withdrawal methods. A withdrawal provider account can be associated with only one Supervisor profile.
• Revenues are only made available for withdrawal from the Revenue page following a safety clearance period of 14 days after the order is marked as complete. Top Rated Sellers are eligible to withdraw revenue following a safety clearance period of 7 days after the order is marked as complete.
• To withdraw your available revenue, you must click on the designated withdrawal provider to initiate the withdrawal process
• Withdrawals can only be made in the amount available to you.
• Withdrawal fees vary depending on the withdrawal method.
• Withdrawals are final and cannot be undone. We will not be able to refund or change this process once it has begun.

Withdrawal Methods

• Withdraw to your PayPal Account
• Local Bank Transfer (LBT)

FEE

• 2% of the sum withdrawal amount up to $1*
• $3 per transfer*. For more information, see Pricing and Fees.

* Additional fees may apply based on your location and currency.

BUYERS

Basic

• You may not offer direct payments to sellers using payment systems outside of the Supervisor Order system..
• Supervisor retains the right to use all publically published delivered works for Supervisor marketing and promotional purposes.

ORDERS

Basic

• Once payment is confirmed, your order will be created and given a unique Supervisor order number.
• Sellers must deliver completed files and/or proof of work using the Deliver Work button (located on the Order page) according to the service that was purchased and advertised on their Support Support Gig.
• Using the Deliver Work button may not be abused by sellers to circumvent Order guidelines described in this Terms of Service. Using the “Deliver” button when an order was not fulfilled may result in a cancellation of that order after review, affect the seller’s rating and result in a warning to seller.
• An order is marked as complete after the order is marked as Delivered and then rated by a buyer. An order will be automatically marked as complete if not rated and no request for modification was submitted within 3 days after marked as Delivered.
• We encourage our buyers and sellers to try and settle conflicts amongst themselves. If for any reason this fails after using this mail id - resolution@supervisor.io

Handling Orders

• When a buyer orders a job to support Gig, the seller is notified by email as well as notifications on the site while logged into the account.
• Sellers are required to meet the delivery time they specified when creating their support jobs. Failing to do so will allow the buyer to cancel the order when an order is marked as late and may harm the seller’s status.
• Sellers must send completed files and/or proof of work using the Deliver Completed Work button (located on the Order page) to mark the order as Delivered.
• Users are responsible for scanning all transferred files for viruses and malware. Supervisor will not be held responsible for any damages which might occur due to site usage, use of content or files transferred.
• A Seller may cancel an order without the buyer’s consent at any given moment (Force Cancellation). However, this will have a negative effect on the seller’s status.
• Buyers may use the “Request Revisions” feature located on the Order page while an order is marked as Delivered if the delivered materials do not match the seller’s description on their Support Gig page or they do not match the requirements sent to the seller at the beginning of the order process.

Reviews

Feedback reviews provided by buyers while completing an order are an essential part of Supervisor’s rating system. Reviews demonstrate the buyer’s overall experience with the sellers and their service. Buyers are encouraged to communicate to the seller any concerns experienced during their active order in regards to the service provided by the seller.

Leaving a buyer’s feedback is a basic prerogative of a buyer. Feedback reviews will not be removed unless there are clear violations to our Terms of Service.

To prevent any misuse of our Feedback system, all feedback reviews must come from legitimate sales executed exclusively through the Supervisor platform from users within our Community. Purchases arranged, determined to artificially enhance seller ratings, or to abuse the Supervisor platform with purchases from additional accounts, will result in a permanent suspension of all related accounts.

Feedback comments given by buyers are publicly displayed on a seller’s Support Gig page. Buyers have the option not to include a comment, but still rate the service. Cancellation of an order does not remove feedback unless mutually agreed.

Work Samples are the delivered images and videos sent to a buyer in a delivery message. Work Samples are added to a seller’s Live Portfolio on their profile page if the buyer chooses to publish the Work Sample while providing a public feedback review.

Withholding the delivery of services, files, or information required to complete the Support Support Gig’s service with the intent to gain favourable reviews or additional services is prohibited.

Responding and posting a review: Once work is delivered, the buyer has three days to respond and post a review. If no response is provided within the response period, the order will be considered completed.

Users are allowed to leave reviews on orders up to 30 days after an order is marked as complete. No new reviews may be added to an order after 30 days.

Sellers may not solicit the removal of feedback reviews from their buyers through mutual cancellations.

Disputes and Cancellations

We encourage our buyers and sellers to try and settle conflicts amongst themselves. If for any reason this fails after using the Resolution Centre or if you encounter non-permitted usage on the Site, users can contact Support’s Customer Support department for assistance here.

• Order cancellations can be performed on Supervisor, when eligible, by Customer Support or through the Resolution Centre per order.
• Filing a transaction dispute or reversing a payment through your payment provider or your bank is a violation to these Terms of Service. Doing so may get your account temporarily disabled to investigate possible security violations. Note: once you have filed a dispute with your payment provider, the funds will be ineligible for a refund due to our obligations towards the payment provider.
• In the event that a buyer or seller encounters an issue related to the service provided in an order, you are encouraged to use the Site’s dispute resolution tools to attempt to resolve the matter.
• Supervisor reserves the right to cancel orders or place funds on hold for any suspected fraudulent transactions made on the Site.
• All transfer and assignment of intellectual property to the buyer shall be subject to full payment for the Support Gig and the delivery may not be used if payment is cancelled for any reason.
• If an order is cancelled (for any reason), the funds paid will be refunded to the buyer’s shopping balance.
• Revisions to deliveries can be performed by sellers based on the seller’s Support Gig and customer care. Sellers may determine the amount of revisions offered to buyers, including no revisions.
• Requests for revisions can be performed through the Order page while the order is marked as Delivered.
• Requesting to gain more services from sellers beyond the agreed requirements by using the Request Revisions button is not allowed.

Order Cancellations

Supervisor encourages Buyers and Sellers to resolve service disputes mutually using the Resolution Centre.

Eligibility for requests to Supervisor to cancel an order will be assessed by our Customer Support team based on a number of factors, including violations to our Terms of Service, general misconduct, and improper usage of the Supervisor delivery system. See below for Order specific eligibility.

Completed orders may be cancelled, upon review of our Customer Support team, up to 14 days after the order is marked as complete.

Orders are not eligible to be cancelled based on the quality of service/materials delivered by the seller if the service was rendered as described in the Support Gig page. Buyers may rate their experience with the seller on the order page, including the overall level of service quality received.

Buyers must use Supervisor Resolution Centre to address their concerns and desired resolution related to the service provided by their seller prior to contacting Customer Support. Customer Support will not take any action against Orders where the buyers failed to inform their seller of issues related to the seller’s service and will allow sellers to provide a resolution first. This does not include non-permitted usage of Supervisor.

Any non-permitted usage of Supervisor encountered during an Order, after being reviewed by our Customer Support team, may result in the order being cancelled. This includes, but not limited to; harassment, unlawful behaviour, or other violations to Supervisor’s Terms of Service.

Supervisor Customer Support will cancel orders based on, but not limited to, the following reasons:

• Active orders (after the buyer submits their requirements and before the seller delivers on Supervisor)
• The seller is late and unresponsive for more than 24 hours while the order is marked as Late.
• Users are abusive towards the other party through threats of low ratings or leveraging order materials (such as logins, personal information) against each other.
• Users supplied or included copyright/trademark infringing materials as part of the Buyer requirements or the seller’s delivery.
• The user is no longer an active Supervisor user due to Terms of Service violations or closure of their account.
• Delivered Orders (after the seller clicks Deliver Now and before the order is marked as complete)
• The seller uses the Delivery system to extend the delivery due date to complete the requested service without providing the final delivered service to buyers.
• Note: Multiple reported offenses will result in permanent suspension of your account.
• The seller delivers no files and/or proof of work related to the agreed upon order requirements.
• Note: Subjectivity of the materials in question will be reviewed by our Customer Support team.
• The seller requests additional payments, on or off the Supervisor platform, by withholding the final delivery of services directly related to the agreed requirements.
• The seller is withholding the final delivery of services for improved ratings.
• Buyers who abuse the Request Revisions button to gain more services from sellers beyond the agreed requirements.
• Buyers who threaten to leave a damaging review to gain more services from the seller not related to the agreed requirements.
• Completed Orders (after the order is marked as complete and before the 14 day limitation)
• Users who have been reported to use copyright/trademark infringing materials after verification and with proof.
• Buyers who did not purchase commercial use rights and are reported to have used the materials commercially.
• Note: Terms of Commercial use is found on the seller’s Support Gig page and cannot be retroactively included once the order is completed for over 14 days.
• Supervisor Customer Support will review cases of Order delivery manipulation that prevents buyers and sellers from fully utilizing our Resolution Centre that enabled the order to be marked as complete.

Refunds

Supervisor does not automatically refund payments made for cancelled orders back to your payment provider. Funds from order cancellations are refunded to the buyer’s balance as credit and are available for future purchases on Supervisor. Funds returned to your balance from cancelled orders will not include processing fees paid.

Deposit refunds, when available from the payment provider, can be performed by our Customer Support team. To prevent fraud and abuse, we limit the total amount of times users can request a payment provider refund from their account which is subject to review by our Customer Support team. Such refunds may be subject to an additional fee. If any processing fees were added at the time of purchase to create a new order, the processing fees from that payment will not be refunded along with your deposit.

USER CONDUCT AND PROTECTION

Supervisor enables people around the world to create, share, sell and purchase nearly any service they need at an unbeatable value. Services offered on Supervisor reflect the diversity of an expanding Support Gig economy. Members of the Supervisor community communicate and engage through orders, social media, and on Supervisor’s Community Forums.

Supervisor maintains a friendly, community spirited, and professional environment. Users should keep to that spirit while participating in any activity or extensions of Supervisor. This section relates to the expected conduct users should adhere to while interacting with each other on Supervisor.

To report a violation of our Terms of Service, User Misconduct, or inquiries regarding your account, please contact our Customer Support team here.

Basic

• To protect our users’ privacy, user identities are kept anonymous. Requesting or providing Email addresses, Skype/IM usernames, telephone numbers or any other personal contact details to communicate outside of Supervisor in order to circumvent or abuse the Supervisor messaging system or Supervisor platform is not permitted.
• Any necessary exchange of personal information required to continue a service may be exchanged within the order page.
• Supervisor does not provide any guarantee of the level of service offered to buyers. You may use the dispute resolution tools provided to you in the order page.
• Supervisor does not provide protection for users who interact outside of the Supervisor platform.
• All information and file exchanges must be performed exclusively on Supervisor’s platform.
• Rude, abusive, improper language, or violent messages sent to users will not be tolerated and may result in an account warning or the suspension/removal of your account.

Orders

Users with the intention to defame competing sellers by ordering from competing services will have their reviews removed or further account status related actions determined by review by our Trust & Safety team.

Users are to refrain from spamming or soliciting previous Buyers or Sellers to pursue removing/modifying reviews or cancelling orders that do not align on Order Cancellation or Feedback policies.

Supervisor reviews cases of payment provider charge back’s and disputes on behalf of sellers. Although results vary per case due to each chargeback reason, we work hard on resolving disputes in the seller’s favour. If the chargeback case allows, Supervisor will return parts or full revenue back to sellers.

Violations

Users may receive a warning to their account for violations of our Terms of Service or any user misconduct reported to our Trust and Safety team. A warning will be sent to the user’s email address and will be displayed for such user on the Site. Warnings do not limit account activity, but can lead to your account losing seller statuses or becoming permanently disabled based on the severity of the violation.

Non-Permitted Usage

Adult Services & Pornography – Supervisor does not allow any exchange of adult oriented or pornographic materials and services.

Inappropriate Behaviour & Language – Communication on Supervisor should be friendly, constructive, and professional. Supervisor condemns bullying, harassment, and hate speech towards others. We allow users a medium for which messages are exchanged between individuals, a system to rate orders, and to engage on larger platforms such as our Community Forum and Social Media pages.

Phishing and Spam – Supervisor takes the matter its members’ security seriously. Any attempts to publish or send malicious content with the intent to compromise another member’s account or computer environment is strictly prohibited. Please respect our members privacy by not contacting them for commercial purposes without their consent.

Privacy & Identity – You may not publish or post other people’s private and confidential information. Any exchange of personal information required for the completion of a service must be provided in the order page. Sellers further confirm that whatever information they receive from the buyer, which is not public domain, shall not be used for any purpose whatsoever other than for the delivery of the work to the buyer. Any users who engage and communicate off of Supervisor will not be protected by our Terms of Service.

Intellectual Property Claims – Supervisor will respond to clear and complete notices of alleged copyright or trademark infringement, and/or violation of third party’s terms of service. Our Intellectual Property claims procedures can be reviewed here.

Fraud / Unlawful Use – You may not use Supervisor for any unlawful purposes or to conduct illegal activities.

Abuse and Spam

Multiple Accounts – To prevent fraud and abuse, users are limited to one active account. Any additional account determined to be created to circumvent guidelines, promote competitive advantages, or mislead the Supervisor community will be disabled. Mass account creation may result in disabling of all related accounts. Note: any violations to Supervisor’s Terms of Service is cause for permanent suspension of all accounts.

Targeted Abuse – We do not tolerate users who engage in targeted abuse or harassment towards other users on Supervisor. This includes creating new multiple accounts to harass members through our message or ordering system.

Selling Accounts – You may not buy or sell Supervisor accounts.

User Generated Content

User Generated Content (“UGC”) refers to the content added by users as opposed to content created by the Site. All content uploaded to Supervisor by our users (Buyers and Sellers) is User Generated Content. Supervisor does not check user uploaded/created content for appropriateness, violations of copyright, trademarks, other rights or violations. We invite everyone to report violations together with proof of ownership as appropriate. Reported violating content may be removed or disabled.

Furthermore, Supervisor is not responsible for the content, quality or the level of service provided by the Sellers. We provide no warranty with respect to the Support Support Gigs, their delivery, and any communications between buyers and sellers. We encourage users to take advantage of our rating system, our community and common sense in choosing appropriate Support Gigs service offers.

By offering a service, the seller undertakes that he/she has sufficient permissions, rights and/or licenses to provide, sell or resell the service is offered on Supervisor. Sellers advertising their Support jobs online must comply with laws and terms of service of the advertising platform or relevant website used to advertise. Failing to do so may result in removal of the Support Gig and may lead to the suspension of seller’s account.

For specific terms related to Intellectual Property rights and for reporting claims of copyright infringement (DMCA notices) or trademark infringement – please see our Intellectual Property Claims Policy which forms an integral part of these Terms of Service. Note that it is our policy in appropriate circumstances to disable and/or terminate the accounts of users who are repeat infringers.

Disclaimer of Warranties

YOUR USE OF THE SITE, ITS CONTENT AND ANY SERVICES OR ITEMS OBTAINED THROUGH THE WEBSITE IS AT YOUR OWN RISK. THE SITE, ITS CONTENT AND ANY SERVICES OR ITEMS OBTAINED THROUGH THE WEBSITE ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS, WITHOUT ANY WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. NEITHER SUPERVISOR NOR ANY PERSON ASSOCIATED WITH SUPERVISOR MAKES ANY WARRANTY OR REPRESENTATION WITH RESPECT TO THE COMPLETENESS, SECURITY, RELIABILITY, QUALITY, ACCURACY OR AVAILABILITY OF THE WEBSITE.

THE FOREGOING DOES NOT AFFECT ANY WARRANTIES WHICH CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW.

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The official text is the English version of the website. Any discrepancies or differences created in the translation are not binding and have no legal effect for compliance or enforcement purposes. If any questions arise related to the accuracy of the information contained in the translated website, please refer to the English version of the website which is the official version.

Limitation on Liability

IN NO EVENT WILL SUPERVISOR, ITS AFFILIATES OR THEIR LICENSORS, SERVICE PROVIDERS, EMPLOYEES, AGENTS, OFFICERS OR DIRECTORS BE LIABLE FOR DAMAGES OF ANY KIND, UNDER ANY LEGAL THEORY, ARISING OUT OF OR IN CONNECTION WITH YOUR USE, OR INABILITY TO USE, THE WEBSITE, ANY WEBSITES LINKED TO IT, ANY CONTENT ON THE WEBSITE OR SUCH OTHER WEBSITES OR ANY SERVICES OR ITEMS OBTAINED THROUGH THE WEBSITE OR SUCH OTHER WEBSITES, INCLUDING ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO, PERSONAL INJURY, PAIN AND SUFFERING, EMOTIONAL DISTRESS, LOSS OF REVENUE, LOSS OF PROFITS, LOSS OF BUSINESS OR ANTICIPATED SAVINGS, LOSS OF USE, LOSS OF GOODWILL, LOSS OF DATA, AND WHETHER CAUSED BY TORT (INCLUDING NEGLIGENCE), BREACH OF CONTRACT OR OTHERWISE, EVEN IF FORESEEABLE.

THE FOREGOING DOES NOT AFFECT ANY LIABILITY WHICH CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW.