Dispute Resolution Policy

1. Scope

This policy applies to disputes regarding service quality, payment amounts, no-shows and cancellations, damage to hair or scalp, misrepresentation, and any other booking-related dispute.

2. Customer Dispute Window

Customers have a 2-hour window following the Braider's session completion to flag an issue before final payment is released. After this window closes, payments are released automatically and issues are handled as post-service complaints.

3. Dispute Process

Step 1 — Direct Resolution (Days 1-3): both parties are notified and encouraged to resolve through Platform messaging.

Step 2 — Company Review (Days 4-7): if direct resolution fails, either party may escalate with a written description, booking details, photographic evidence, and message history. The Company issues a non-binding determination within 7 business days.

Step 3 — Chargeback or Arbitration: if the determination is disputed, Customers may initiate a chargeback (which the Company will contest using Platform records). Either party may also pursue binding arbitration under the Terms of Service.

4. Evidence Standards

Braiders should photograph the completed style at session close, obtain Customer confirmation of satisfaction, and retain communications. Customers may be required to submit photographic evidence of alleged defects. Disputes without supporting evidence may be resolved in favor of the documented party.

5. Remedies Available

Partial or full refund of service amount; release of held payment to Braider; Platform credits; account warnings, suspensions, or terminations. The Company's maximum liability in any dispute is limited to the transaction amount.

6. Limitation on Disputes

Disputes must be initiated within 7 calendar days of the appointment date. The Company's dispute resolution process is not a substitute for legal action and users retain the right to pursue claims through applicable legal channels.