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VettaLux

Dispute Resolution Policy

Version: 2026-04-23

[DRAFT — REQUIRES LAWYER REVIEW BEFORE PUBLICATION]

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What this policy does

Explains the in-platform dispute process for Service-quality complaints between a Customer and a Provider. This is the mandatory first step before a Customer may pursue any external remedy against VettaLux or the Provider (see Section 7 of the [Terms of Service](/legal/terms) for the arbitration carve-out with VettaLux).

This policy does not cover:

  • Commission / attribution disputes with Affiliates (see [Affiliate Agreement](/legal/affiliate-agreement) §4).
  • Provider billing or subscription disputes (contact billing@vettalux.com).
  • Safety emergencies (contact local emergency services first, then safety@vettalux.com).

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1. Who can open a Dispute

  • Customers on any Booking in state completed, paid, closed, in_progress, or en_route_with_issue.
  • Providers (through a "Provider response" on an open Customer Dispute — not an independent Provider-initiated dispute).

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2. Window — 14 business days

A Customer Dispute must be opened within 14 business days of the scheduled completion date. Disputes opened after this window are not eligible for the Trust Guarantee. You retain any direct claims against the Provider under your state's consumer law, but VettaLux will not mediate or fund a refund.

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3. How to open a Dispute

On the booking page /bookings/[id], click "Open a dispute". You'll enter:

  • Reason code (one of):

    • - work_not_completed

    - quality_below_spec

    - damage_caused

    - no_show

    - overcharge

    - off_platform_request (Provider asked for side payment)

    - safety_concern

    - other

  • Detail — 20 to 2,000 characters.
  • Desired outcome — refund, re_match, partial_refund_and_fix, or other.
  • Evidence — up to 10 photo URLs.

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4. What happens when you click submit

1. A BookingDispute record is created with status = pending.

2. The Booking is flagged dispute_hold: true — escrow capture is automatically paused and will not release to the Provider until the dispute resolves.

3. A booking.dispute_raised event fires:

- Customer receives an email/SMS confirmation with case number and timeline.

- Provider receives an email/SMS with the reason code, detail summary, and a link to respond.

- VettaLux ops team is notified.

4. The Provider has 72 hours to submit a response (evidence, proof of completion, willingness to re-work).

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5. Investigation

A VettaLux dispute specialist reviews:

  • Customer's stated reason, detail, and evidence.
  • Provider's response and counter-evidence.
  • Booking history (chat messages, scope changes, status transitions, photos).
  • Provider's dispute and reliability history.
  • Customer's dispute history (repeat false claims reduce credibility).
  • Applicable local regulations (e.g., refund law in Customer's state).

If information is missing, the specialist may request additional evidence from either side with a 48-hour response deadline.

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6. Outcomes

Disputes are resolved with one of:

  • refund_full — Full refund issued as wallet credit (default) or to the original payment method on request. Provider receives no payout.
  • refund_partial — Specified amount refunded; remainder captured to Provider.
  • rematch — Customer refunded; another verified Provider is offered to re-perform the Service at no additional charge. Original Provider receives no payout.
  • declined — Dispute hold lifted; escrow captures to Provider normally.

Each resolution includes a written explanation.

Resolutions are binding within the Platform. Internal appeals may be requested within 5 business days by emailing disputes@vettalux.com with new information. Appeals are reviewed by a different specialist.

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7. Timing

  • Target resolution: 10 business days from complete submission (including Provider response + any requested evidence).
  • Complex disputes (insurance-relevant damage, legal threats, safety incidents) may take longer; we will communicate the expected timeline.

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8. Wallet credits

Default refund destination is the Customer wallet (WalletCredit). Customers can:

  • Apply wallet credit to any future Booking.
  • Request a payout to the original payment method (processed within 5–10 business days).

This default protects Provider payout velocity while honoring the Trust Guarantee.

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9. Sanctions and patterns

  • Providers with recurring valid disputes receive warnings, probation, and eventual suspension per the Trust Score methodology.
  • Customers who submit three (3) declined disputes in 12 months are marked dispute_risk: high — future disputes are reviewed with elevated scrutiny, and repeat fraud is grounds for account termination and forfeiture of any wallet balance.
  • Providers who request side payments (off_platform_request substantiated) face immediate suspension and liquidated-damages assessment per Section 9 of the [Provider Agreement](/legal/provider-agreement).

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10. Contact

  • Dispute questions: disputes@vettalux.com
  • Safety emergencies: call local emergency services, then safety@vettalux.com
  • Appeals: disputes@vettalux.com with subject line "Appeal — [case number]"

[LEGAL REVIEW REQUIRED]

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