Expert Policies
Section 1 – Expert Account Standards and Liability Framework
Effective Date: 27th mar, 2026
1.1 Scope, Objectives and Contractual Integration
1.1.1 This Framework establishes mandatory compliance obligations that all experts must satisfy to maintain active seller status on the Topmate platform and qualify for Topmate's defence assistance in chargeback proceedings and payment disputes.
1.1.2 These provisions constitute binding terms automatically incorporated into the Terms of Service. In cases of conflict between this Framework and the Terms, the Terms of Use for Experts shall govern unless this Framework explicitly confers enhanced protections upon end-users.
1.1.3 Any determinations, risk assessments, or disciplinary actions under this Framework may necessitate processing of expert personal data (including but not limited to compliance scores, disciplinary records, and financial reserve calculations), conducted strictly in accordance with Topmate's Global Privacy Notice and prevailing data protection legislation.
1.2 Profile Authenticity and Verification Requirements
1.2.1 Experts shall maintain profiles that objectively permit both end-users and Topmate to verify the expert's identity and distinguish genuine accounts from fraudulent impersonations. Such profiles must include:
a) A current, high-resolution photograph clearly showing the expert's facial features;b) A display name matching either the expert's legal name or a professional pseudonym consistently deployed across established professional networks (e.g., LinkedIn profile, verified business website or any government identity proof);c) For designated high-risk service categories (as notified by Topmate), linkage to at least one independent verification source (e.g., professional portfolio, accredited publications, corporate registry records). For designated high‑risk service categories (including, legal, medical, financial or investment advisory, mental health or counselling, and any other categories notified by Topmate from time to time), linkage to at least one independent verification source (for example, a professional profile, official website, corporate registry record, or recognised credential) is required.
1.2.2 Experts subject to documented safety risks, confidentiality obligations, or legitimate anonymity requirements may apply for modified verification protocols (such as private KYC submission with restricted public disclosure). Topmate reserves absolute discretion to approve or deny such requests, provided alternative measures adequately mitigate user deception risks.
1.2.3 Non-compliant profiles flagged by Topmate's automated or manual review systems shall be rectified within 7 calendar days. Failure to comply results in immediate suspension of new service creation privileges.
1.3 Service Listing Transparency Obligations
1.1.1 Every service offering must contain precise, non-deceptive disclosures comprising:
a) Deliverables specification: Precise format (e.g., video consultation, downloadable asset), expected duration or scope, and subject matter boundaries;b) Explicit exclusions: Prominent statement delineating services expressly excluded (e.g., "This offering provides no licensed legal, medical, or financial advice", "No implementation services included", "Outcomes not guaranteed");c) Performance disclaimers for guidance/consultancy services: Mandatory language clarifying that success "depends on multiple factors outside the provider's control including client execution";d) Refund policy alignment: Reference to platform standards plus any superior terms offered by the expert. Experts prohibited from stipulating terms inferior to platform baselines;e) Asynchronous services: Explicit maximum response time commitment (e.g., "Initial response within 48 hours of message receipt").
1.1.2 Experts shall promptly amend service descriptions upon any material alteration to service parameters and must refrain from promotional representations reasonably likely to engender user misconceptions or complicate Topmate's dispute adjudication.
1.1.3 Topmate will make available non‑binding guidance materials, which may include example service descriptions, disclaimer language, and checklist‑style prompts within the expert dashboard, to assist experts in meeting the transparency obligations in this Section. These resources are for convenience only and do not constitute legal, regulatory, or professional advice. Each expert remains solely responsible for ensuring that their listings are accurate, lawful, and fully compliant with this Framework and applicable law.
1.4 Breach Consequences, Evidentiary Standards, and Financial Liability
1.4.1 Upon receipt of any chargeback, payment dispute, or refund claim, Topmate shall conduct a comprehensive evidentiary review comprising platform telemetry (logs, timestamps, access records), contemporaneous service descriptions, and relevant communications.
1.4.2 Where Topmate's reasonable assessment establishes that an expert's non-compliance constitutes the predominant causal factor, Topmate may recover the full financial liability (comprising disputed amount plus processor fees and internal costs) through:
a) Deduction from current/pending payouts;b) Application against established reserves; orc) Direct invoice where insufficient platform balances exist.
1.4.2 Where Topmate’s reasonable assessment establishes that an expert’s non‑compliance is the primary and proximate cause of a chargeback, payment dispute, or refund claim, Topmate may recover the resulting financial impact (including the disputed amount, any processor or scheme fees, and reasonable internal handling costs) through:
a) deduction from current or pending payouts;
b) application against existing reserves; or
c) invoicing the expert where platform balances are insufficient.
Where a Topmate platform failure (including but not limited to system downtime, payment processing errors, or material logging inaccuracies) is determined to be the primary cause of the dispute, Topmate shall bear any associated processor fees and internal handling costs, and the expert will not be charged for such components. In situations of shared responsibility, Topmate may adjust or apportion the recoverable amounts in a manner it considers fair and reasonable, taking into account the relative contribution of the expert’s conduct and any platform issues.
1.4.3 Illustrative breach scenarios triggering liability allocation:
a) User asserts unclear seller identity where profile lacks compliant photo/name and no approved exception exists;b) Service delivery disputes where listing omits mandatory disclosures or contains affirmative misrepresentations;c) Performance guarantee claims where required disclaimers absent or promotional materials imply certainty;d) Non-delivery claims substantiated by platform records (no session attendance, missed response deadlines, undelivered digital assets).
1.4.4 Procedural safeguards: Prior to liability allocation or disciplinary notation, Topmate guarantees qualified human review of available evidence. Experts receive written notice specifying findings and enjoy 48-hour objection period. Topmate undertakes good faith consideration of rebuttals, though final platform determinations remain binding for operational and financial purposes.
Prior to allocating financial liability or recording a disciplinary incident, Topmate shall ensure that a suitably qualified human reviewer has considered the available evidence. The expert shall receive written notice summarising the findings and proposed measures and shall have a period of 48 hours from notification to submit any objections or additional context.
If the expert submits a timely objection, the matter will be escalated for a second‑level internal review by a different reviewer or team not involved in the initial assessment. Following this escalation, Topmate’s determination shall be final and binding for platform‑operational and payout purposes. If the expert does not respond within the 48‑hour period, the initially proposed measures may be implemented without further review.
1.5 Progressive Disciplinary Framework and Financial Safeguards
1.5.1 Topmate maintains a tiered compliance enforcement regime addressing repeated or egregious violations:
a) First instance: Formal written reprimand, mandatory compliance training, and pre-publication listing review for 30 days;b) Second instance: 14-day payout withholding from transaction date, restricted service categories, enhanced monitoring;c) Third instance: Account suspension pending comprehensive audit. Persistent non-compliance authorises permanent deactivation with 90-day post-termination reserve for latent disputes;d) Aggravated circumstances: Immediate escalated measures irrespective of strike count.
Topmate operates a tiered compliance enforcement regime to address repeated or serious violations of this Framework:a) First instance: Formal written warning and mandatory completion of Topmate’s compliance and service quality guidance materials. Topmate may apply targeted pre-publication review to specific listings or categories where particular risk indicators are present, but will not undertake blanket pre-review of all new listings.b) Second instance: Introduction of payout delays (for example, a 14-day hold from transaction date), possible restriction of permitted service types or categories, and enhanced monitoring of the expert’s account activity.c) Third instance: Account suspension pending a more comprehensive audit of the expert’s activity. Persistent or serious non-compliance may result in permanent account deactivation and maintenance of a dispute reserve for a limited period (for example, 90 days following termination) to cover pending or reasonably anticipated disputes, subject to applicable law.d) Aggravated circumstances: In cases involving suspected fraud, abuse, or other aggravated conduct, Topmate may apply escalated measures without adhering strictly to the above sequence, where reasonably necessary to protect users, the platform, or third parties
1.5.2 Disciplinary records, risk metrics, and reserve calculations constitute personal data processed pursuant to legitimate interests (platform integrity, fraud prevention, legal claims defence). Access, retention, and contestation rights governed by Global Privacy Notice.
1.6 Affirmative Consent and Contract Formation
1.6.1 Continued platform utilisation post-publication of this Framework constitutes affirmative acceptance of all enumerated obligations and remedies.
1.6.2 Topmate reserves the right to require explicit opt-in confirmation via digital acceptance mechanisms (checkbox, clickwrap, signature workflow). Such manifestations serve as enforceable contractual evidence in platform disputes and third-party proceedings concerning liability allocation or compliance enforcement.
1.6.3 Expert acknowledgment required prior to service creation or payout processing following Framework updates.
