Customer Service Policy
How we handle support requests, billing issues, refunds, and disputes — including response times and escalation paths.
CUSTOMER SERVICE POLICY
Hustlit Operated by Mosco Holdings LLC
Last Updated: April 2026
1. INTRODUCTION AND APPLICABILITY
This Customer Service Policy ("Policy") applies to all customers who purchase products or services from businesses using the Hustlit platform. When you use Hustlit to purchase from a business, you are entering into a transaction where:
- You (the customer) are purchasing from a third-party business
- Hustlit acts as the intermediary payment and dispute resolution platform
- The business is responsible for delivering products and services as represented
By completing a purchase through Hustlit, you acknowledge and agree to the terms of this Policy.
2. HUSTLIT'S ROLE AS INTERMEDIARY
2.1 Hustlit Is Not the Seller
Hustlit is NOT:
- The seller of the products or services you purchase
- Responsible for product quality or descriptions
- Responsible for delivery of products or services
- Responsible for business practices or conduct
- Responsible for customer service or support
- Liable for any goods or services provided
The Business Is Responsible:
The third-party business is solely responsible for:
- Accurately describing products and services
- Delivering products and services as promised
- Quality and condition of goods
- Timeliness of delivery
- All direct customer service
- Honoring their own refund/return policies
2.2 Hustlit as Payment Processor
Hustlit, through our payment processing partner Whop:
- Processes your payment securely
- Holds funds until the business marks the transaction as complete
- Manages disputes and refund processing
- Acts as the neutral intermediary
3. PURCHASE PROCESS AND FUND HOLDING
3.1 How Purchases Work
When you purchase through Hustlit:
- Payment Processing: Your payment is processed by Whop (our payment processor)
- Funds Held: Your payment is held by Hustlit/Whop in a pending state
- Service Delivery: The business delivers the product or service
- Completion: The business marks the transaction as "complete" in the system
- Funds Released: Once complete is marked, your payment is released to the business
3.2 Fund Release Timeline
- Pending Period: Funds remain pending while the business delivers
- Post-Completion: After the business marks complete, funds are available to the business
- Your Protection: Funds are held until you receive the product/service
3.3 Delayed Completion
If a business fails to mark a transaction as complete:
- Your dispute options remain available
- You may file a dispute through Hustlit's platform
- Hustlit will investigate and make a determination
4. PAYMENT PROCESSING BY WHOP
All transactions are processed exclusively by Whop. Whop serves as our payment processor and handles:
- Payment acceptance and security
- Fraud detection
- Settlement and fund management
- Transaction records
- Payment compliance
Whop's terms and privacy policy apply to all transactions. You consent to Whop processing your payment information.
5. PRODUCT AND SERVICE DISCLAIMERS
5.1 Hustlit Makes No Warranties
Hustlit does NOT warrant or guarantee:
- Product quality or authenticity
- Service quality or outcomes
- Business reputation or reliability
- Product descriptions or claims
- Delivery timelines
- Customer satisfaction
5.2 Business Is Solely Responsible
The business is entirely responsible for:
- All representations about products and services
- All product and service quality
- Accuracy of product descriptions
- Compliance with product safety standards
- Honoring advertised promises
- All customer service and support
5.3 Caveat Emptor (Buyer Beware)
You acknowledge that:
- You are purchasing directly from the business, not from Hustlit
- You have reviewed the product/service description
- You understand what you are purchasing
- You accept the product/service AS DESCRIBED by the business
6. CUSTOMER INFORMATION AND DATA SHARING
6.1 Information Sharing Agreement
By purchasing through Hustlit, you agree and acknowledge that:
Your personal information will be shared with:
- Hustlit (payment and dispute information)
- The Business (to enable order fulfillment and delivery)
6.2 Information Shared with Business
The business receives:
- Your name and contact information
- Shipping/delivery address
- Email address
- Phone number (if provided)
- Any custom information required for the purchase
- Purchase and delivery details
6.3 Information Use by Business
The business may use your information for:
- Fulfilling your order
- Shipping and delivery
- Customer service and support
- Contacting you about your purchase
6.4 Business Privacy Practices
Hustlit is not responsible for how the business handles your information. Review the business's privacy policy for their data practices.
7. REVIEWS AND FEEDBACK
7.1 Automatic Review System
Important: If you do not leave a review within 7 days of purchase, an automatic 5-star review will be posted to the business's account on your behalf.
7.2 Automatic Review Details
Default 5-Star Review:
- Posted automatically after 7 days
- Posted even if you did not write a review
- Attributed to your account
- Cannot be deleted by you (only modified by editing to a different rating)
- Counts toward the business's rating
7.3 Preventing Automatic Review
To prevent an automatic 5-star review:
- Leave your own review within 7 days of purchase
- Your review (any rating) will replace the automatic review
- Negative reviews are permitted
7.4 Review Guidelines
You agree that your reviews will:
- Be honest and based on your actual experience
- Not contain false or defamatory statements
- Not be spam or promotional content
- Not violate the rights of others
Hustlit reserves the right to remove reviews that violate these guidelines.
7.5 Business Response to Reviews
Businesses may respond to reviews. Hustlit does not endorse or moderate business responses.
8. DISPUTE RESOLUTION
8.1 Filing a Dispute
If you have an issue with your purchase, you may file a dispute through Hustlit's platform:
Grounds for Disputes:
- Product/service not delivered
- Product/service not as described
- Product/service quality issues
- Non-delivery within promised timeframe
- Fraud or misrepresentation
- Any other transaction-related issue
8.2 Hustlit's Dispute Process
Step 1: File Dispute
- Submit dispute through Hustlit's platform
- Provide details and any evidence
Step 2: Business Response
- Business is notified of dispute
- Business has [X] days to respond
- Business may provide explanation or evidence
Step 3: Hustlit Investigation
- Hustlit reviews all information from both parties
- Hustlit may request additional information
- Hustlit makes investigation complete
Step 4: Determination
- Hustlit makes a determination: No Refund, Partial Refund, or Full Refund
- You are notified of the decision
- Decision is final and binding
8.3 Hustlit's Discretionary Authority
Hustlit reserves the right to:
- Favor either you or the business, for any reason
- Make decisions based on factors not disclosed to either party
- Change decisions without explanation
- Determine refund amounts at our sole discretion
- Reverse decisions if fraud is discovered
You acknowledge:
- Hustlit's decision may not be what you expect
- You have no right to appeal Hustlit's determination
- Hustlit's decision is final
- You cannot sue Hustlit for dispute outcomes
8.4 Refund Processing
If Hustlit awards a refund:
- The refund is processed to your original payment method
- Processing time: 1-3 business days (your bank processes deposits)
- Refund is issued by Whop as the payment processor
- You cannot dispute the refund once issued
9. NO WARRANTIES
9.1 Disclaimer of Warranties
THE HUSTLIT PLATFORM AND ALL SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTY OF ANY KIND. HUSTLIT MAKES NO WARRANTY REGARDING:
- Product or service quality
- Fitness for purpose
- Merchant reliability
- Delivery timelines
- Accuracy of descriptions
- Compliance with laws
- Freedom from defects
9.2 Third-Party Services
Hustlit is not responsible for:
- How the business conducts business
- Business practices or ethics
- Customer service quality
- Product/service delivery
- Any losses or damages from the purchase
10. LIMITATION OF LIABILITY
10.1 Hustlit's Limited Liability
TO THE FULLEST EXTENT PERMITTED BY LAW, HUSTLIT SHALL NOT BE LIABLE FOR:
- Loss of products or services
- Defective or damaged goods
- Failure of businesses to deliver
- Loss of money or funds
- Loss of use or enjoyment
- Emotional distress or inconvenience
- Any indirect or consequential damages
10.2 Liability Cap
The maximum liability of Hustlit for any claim related to your purchase is limited to the amount of your transaction only.
11. PROHIBITED CONDUCT
You agree not to:
- File false or fraudulent disputes
- Attempt to defraud businesses or Hustlit
- Reverse payments or chargebacks (use Hustlit disputes instead)
- Harass or abuse businesses or Hustlit staff
- Misuse the dispute system
- Post false or defamatory reviews
- Violate applicable laws
Violations may result in:
- Suspension of your account
- Forfeiture of refunds
- Permanent ban from the platform
- Legal action
12. CHARGEBACK WARNING
12.1 Use Hustlit Disputes, Not Chargebacks
If you file a chargeback with your bank instead of using Hustlit's dispute system:
- You may be banned from Hustlit
- The chargeback fee applies to the business
- Hustlit's protection is waived
- The business may pursue legal action
12.2 Proper Dispute Process
Always use Hustlit's built-in dispute system for any issues. Do not file chargebacks with your bank.
13. COMMUNICATIONS
13.1 Communication Between You and Business
Hustlit is not responsible for:
- Communication with the business
- Response times to your inquiries
- Quality of customer service
- Handling of complaints
For customer service issues, contact the business directly.
13.2 Hustlit Support
For issues related to Hustlit itself (payment processing, disputes, etc.), you may contact Hustlit support at [Your Customer Support Email].
14. AGREEMENT TO ALL POLICIES
By purchasing through Hustlit, you acknowledge and agree that you have read and agree to be bound by:
- The Hustlit Terms of Service
- The Hustlit Privacy Policy
- This Customer Service Policy
- The Hustlit Business Use Policy (for context on how businesses operate on the platform)
These policies are interconnected and form the complete agreement between you and Hustlit. Your use of the platform constitutes your agreement to all applicable policies.
15. MODIFICATIONS TO POLICY
Hustlit may modify this Policy at any time. Changes take effect immediately upon posting. Your continued use of the platform constitutes acceptance of modified terms.
16. GOVERNING LAW
This Policy shall be governed by and construed in accordance with the laws of [STATE], without regard to conflicts of law principles.
17. CONTACT US
For questions regarding this Customer Service Policy or Hustlit's platform:
Hustlit Customer Support Email: [Your Customer Support Email] Address: [Your Address] Phone: [Your Customer Support Phone]
For payment processing questions (Whop): Whop Support Email: [Whop Contact Email] Website: [Whop Website]
END OF CUSTOMER SERVICE POLICY
APPENDIX A: DISPUTE RESOLUTION TIMELINE
| Step | Timeline | Notes |
|---|---|---|
| File Dispute | Anytime | Must be within [X] days of purchase (or after issue discovered) |
| Business Response | [X] days | Business has [X] days to respond to dispute |
| Hustlit Investigation | [X] days | Hustlit reviews all information |
| Determination | [X] days | Hustlit makes final decision |
| Refund Processing | 1-3 business days | If refund awarded, processes to your original payment method |
APPENDIX B: COMMON DISPUTE SCENARIOS
No Refund Scenario
- Situation: Dispute rejected, no refund issued
- You lose: Your payment amount
- Business keeps: Full payment
- Examples: Expectation mismatch, business delivered as described, buyer's remorse
Partial Refund Scenario
- Situation: Dispute partially awarded
- You receive: Percentage of original payment
- Business keeps: Remainder
- Examples: Partial delivery, minor quality issues, partial refund agreed
Full Refund Scenario
- Situation: Dispute fully awarded
- You receive: 100% refund
- Business loses: Full payment
- Examples: Non-delivery, fraud, severe misrepresentation
Important: Hustlit may award any outcome (No/Partial/Full refund) based on our sole discretion and factors we may not disclose.
END OF CUSTOMER SERVICE POLICY