Business FAQ
Everything you need to know about using Elacara as a business.
Getting Started
How does the platform work?
Customers submit a booking request for an alteration, repair or other service and choose the business they would like to use.
You can review the booking request and decide whether to accept or decline it.
If you accept the booking:
- The customer is charged.
- The customer receives instructions for dropping off or posting their item.
- You complete the agreed work.
- Payment is released according to the Platform payout schedule.
Is there a cost to join?
Any subscription fees, commissions or other charges will be clearly displayed during registration and in your Business Dashboard.
Can I choose which bookings I accept?
Yes. You are under no obligation to accept every booking request and may decline work that is outside your expertise or capacity.
Quotes and Pricing
What if the customer's item is different from the original description?
If the item differs materially from the original photographs or description:
- Pause work on the item.
- Submit a revised quote through the Platform.
- Wait for customer approval.
- Only begin work once the revised quote has been accepted.
If the revised quote is declined, the booking may be cancelled and the item returned.
What if the item cannot be repaired or altered?
If the requested work is not possible or would not achieve a satisfactory result, you should inform the customer, explain the issue and suggest an alternative where possible. If no suitable solution exists, the booking may be cancelled.
Can I charge extra after accepting a booking?
Yes, but only where additional work is genuinely required and the customer approves the revised quote through the Platform before work begins.
Payments
When is the customer charged?
The customer is charged once you accept the booking. Until the item has been dropped off or posted, they may usually cancel and receive a full refund.
When do I receive payment?
Payments are processed through Stripe. Funds are normally released 7 days after the customer collects the item or confirms delivery for postal orders.
Why is there a payment delay?
The delayed payout helps protect both customers and businesses by allowing time for any immediate issues or disputes to be raised.
What happens if the customer disputes the work?
Payment may be temporarily held while the Platform reviews the available evidence.
- Both parties may be asked to provide evidence.
- Booking history, messages and photographs may be reviewed.
- A decision will be made in accordance with Platform policies.
Postal Orders
What if an item is lost in transit?
Responsibility depends on who arranged the shipment. If the customer arranged shipping, they remain responsible until delivery is confirmed. If the business arranged shipping, reasonable care should be taken when selecting suitable shipping and insurance.
What if an item arrives damaged?
Photograph the packaging and item immediately and report the issue through the Platform before carrying out any work.
What if the customer says they never received the returned item?
Tracking information and proof of delivery may be used to determine whether the order was successfully delivered.
Cancellations
Can customers cancel after I accept a booking?
Customers may usually cancel until the item has been dropped off or posted. Once work has started, cancellations may not be possible.
What if I need to cancel a booking?
If you cannot complete a booking because of illness, equipment failure or other unforeseen circumstances, you should cancel as soon as possible.
Customer Management
Can customers contact me directly?
Customers and businesses are encouraged to communicate through the Platform wherever possible.
What if a customer becomes abusive?
Report abusive or threatening behaviour immediately. The Platform may suspend or remove users who breach community standards.
Can customers leave reviews?
Yes. Customers may leave reviews after a booking is completed.
Insurance and Liability
Do I need insurance?
We strongly recommend appropriate insurance, including:
- Public liability insurance.
- Professional indemnity insurance where appropriate.
- Insurance covering customer goods while in your possession.
What happens if I accidentally damage a customer's item?
Notify the customer immediately and report the issue through the Platform.
Platform Rules
Can I accept payment outside the Platform?
No. All bookings, communication and payments relating to Platform orders should remain on Elacara.
What if I suspect fraudulent activity?
If you believe an order may involve fraud or stolen goods, stop processing the booking and report the matter through the Platform.
Business Account
Can I remove my business from Elacara?
Yes. However, you remain responsible for completing any active bookings that have already been accepted.
What happens if my Stripe account becomes restricted?
Payouts may be delayed until the issue is resolved.
Need More Help?
If you cannot find the answer you are looking for, please contact us.
Elacara Ltd
Email: ecn.applications@gmail.com
Customer FAQ
Everything you need to know about using Elacara as a customer.
Getting Started
How does Elacara work?
Elacara connects you with independent businesses offering alterations, repairs, cleaning, restoration and other specialist services.
Browse businesses, choose the one you would like to use and submit a booking request. If your booking is accepted, you will receive instructions for dropping off or posting your item.
Do I need an account?
Yes. You will need an account to make bookings, track orders and communicate with businesses through the platform.
How do I choose a business?
You can compare businesses based on:
- Services offered.
- Location.
- Reviews.
- Pricing.
- Turnaround times.
Booking
When am I charged?
You are charged once the business accepts your booking request.
Can I cancel my booking?
You can usually cancel your booking until your item has been dropped off or posted. Once work has started, cancellations may not be possible.
What if the business declines my booking?
If the business declines your booking request, no payment will be taken and you are free to choose another business.
Can I request additional work after booking?
Yes. Any additional work should be requested through the platform and may require a revised quote.
Quotes and Pricing
What if the business says my item needs additional work?
If more work is required than originally expected, the business may submit a revised quote through the platform. You can choose whether to accept or decline it before work begins.
What happens if I decline a revised quote?
The booking may be cancelled and your item returned. Any postage costs already incurred may not be refundable.
Can the business increase the price without my approval?
No. Any additional charges must be approved through the platform before work begins.
Delivery and Collection
When should I send or drop off my item?
You should only send or drop off your item after your booking has been accepted and you have received instructions from the business.
What if my item is lost in transit?
Responsibility depends on who arranged the shipment. If you arranged shipping, you remain responsible until delivery is confirmed. If the business arranged shipping, they should use suitable shipping methods and insurance where appropriate.
What if my returned item arrives damaged?
Report the issue through the platform as soon as possible and provide supporting photographs where available.
What if I never receive my returned item?
Tracking information and proof of delivery may be used to determine whether the item was successfully delivered.
Fittings and Measurements
What if I provide incorrect measurements?
Businesses are generally entitled to rely on the measurements you provide. Incorrect measurements may affect the final fit of the garment.
What if I miss a fitting appointment?
The business may reschedule the appointment. Repeated missed appointments may result in cancellation of the booking.
Refunds and Disputes
Can I request a refund?
Refund requests are assessed according to the circumstances of the booking and the platform's policies.
What if I am unhappy with the completed work?
You should raise your concerns through the platform within the applicable dispute period. The business may be given the opportunity to correct the work or provide further information.
What happens if I raise a dispute?
Payment may be temporarily held while the platform reviews the available evidence.
- Both parties may be asked to provide evidence.
- Booking history, messages and photographs may be reviewed.
- A decision will be made according to platform policies.
Reviews
Can I leave a review?
Yes. Customers may leave reviews after a booking has been completed.
Platform Rules
Can I contact the business directly?
Customers and businesses are encouraged to communicate through the platform wherever possible.
Can I pay outside the platform?
No. All bookings and payments relating to platform orders should remain on Elacara to help protect both parties.
What if I suspect fraudulent activity?
If you believe an order may involve fraud or suspicious behaviour, please report it through the platform.
Need More Help?
If you cannot find the answer you are looking for, please contact us.
Elacara Ltd
Email: ecn.applications@gmail.com