00Overview
SwiftShift is a marketplace that connects restaurants with on-demand hospitality workers. Restaurants are only ever charged for shifts that are worked and confirmed as complete. Posting shifts, browsing workers, and accepting applications are always free.
All payments are processed by Stripe. Questions or billing concerns? Contact us at support@swiftshiftapp.com within 7 days of the shift end date.
01When Charges Occur
A charge is processed only after a shift is marked as completed and confirmed through the app. This means:
02Restaurant Refunds
| Scenario | Charged? | Refund |
|---|---|---|
| Shift cancelled — no worker had accepted | NO | Nothing to refund |
| Shift cancelled — worker accepted, more than 4 hours before start | NO | Nothing to refund |
| Shift cancelled — worker accepted, less than 4 hours before start | NO | Nothing to refund — however a 72-hour posting suspension applies to the restaurant account |
| Worker no-show (auto-detected by system) | NO | Nothing to refund — shift never reached completed status |
| Shift completed but worker left significantly early (verified via clock-out records) | YES | Pro-rated refund for unworked hours + service fee on unworked portion |
| Billing error or duplicate charge | YES | Full erroneous amount refunded |
| Platform technical failure that prevented shift completion | YES | Full shift cost + service fee refunded |
| Shift completed as agreed — quality dissatisfaction | YES | No refund — see Section 5 |
03Worker No-Shows — How They Work
SwiftShift operates a mandatory in-app clock-in system. If a shift's end time passes with no clock-in recorded, the platform automatically marks the shift as No-Show within 30 minutes — no action required from the restaurant.
Because charges only process after a shift is confirmed as completed, no charge is ever applied to a no-show shift. The shift will not appear in your payment history.
Both the restaurant and the worker are notified automatically when a no-show is recorded. The worker's account is suspended per our cancellation and suspension policy (see Terms of Service §7).
04Worker Payment Disputes
Workers receive payment after a shift is confirmed as completed. If a worker believes their payout is incorrect:
| Scenario | Resolution |
|---|---|
| Payout does not match agreed hourly rate × hours worked | Contact support within 7 days — we review clock-in/out records and issue a correction if confirmed |
| Payout delayed beyond 3 business days | Contact support — we investigate with Stripe and resolve |
| Restaurant disputes hours worked | SwiftShift uses in-app clock-in and clock-out timestamps as the source of record |
05Service Fee Refunds
SwiftShift's 10% service fee is non-refundable except in the following circumstances:
- Billing error or duplicate charge by SwiftShift
- Platform technical failure that prevented shift completion
- SwiftShift cancels or removes a shift at its own discretion
The service fee is not refunded for quality dissatisfaction where the shift was completed for the agreed hours. If you have concerns about a worker's performance, please leave an honest rating and contact support — repeated poor ratings lead to worker review and removal.
06How to Request a Refund
Refund Request — [Shift Date] — [Your Account Email]We aim to respond within 3 business days.
07Refund Processing Timeline
Once approved, refunds are returned to the original payment method via Stripe:
| Payment Method | Typical Timeline |
|---|---|
| Credit or debit card | 5–10 business days |
| Bank account (ACH) | 5–10 business days |
Timelines are subject to your bank's processing times and are outside SwiftShift's control once issued.
08Chargebacks
09Changes to This Policy
We may update this policy from time to time. Material changes will be communicated via email or in-app notification at least 30 days before taking effect. Continued use of the Platform after the effective date constitutes acceptance.