DISPUTE RESOLUTION & COMPLAINT HANDLING

BookMe.Beauty is committed to a fair and transparent process to resolve disputes between Customers and Professionals.

Important: BookMe.Beauty is a platform only. We are not responsible for the quality of services provided by independent Professionals. All services are governed by direct agreements between Customers and Professionals.

1. Types of disputes we handle: service quality issues; no-show or late cancellation; payment/refund disputes; inappropriate behavior; technical issues with the Platform.

2. Step-by-step process:

• Step 1 — Direct Communication (recommended): resolve directly via in-app chat within 48 hours of the appointment.

• Step 2 — Submit Formal Complaint: open the booking → tap "Report Issue" or "Request Refund". Provide Booking ID, description + evidence (photos, videos, chat screenshots), and desired resolution. Deadline: within 7 days after the appointment.

• Step 3 — Platform Review: support team reviews within 48–72 business hours; may contact both parties; reviews evidence, chat history, AI preview images (if applicable), and the Professional's history.

• Step 4 — Resolution Decision: full/partial refund (via Stripe); rescheduling assistance; platform credit; warning or temporary suspension for the Professional; or case closed if insufficient evidence.

• Step 5 — Appeal: either party may appeal within 7 days; final decision by senior support within 5 business days.

3. Platform Fees & Refunds: platform fees are generally non-refundable; service fee refunds depend on the Professional's cancellation policy and evidence.

4. Serious Violations: safety issues (allergic reactions, injuries), illegal activity, or repeated violations may result in permanent suspension and reporting to authorities.

5. Limitation of Liability: BookMe.Beauty's role is limited to facilitating communication and processing refunds where appropriate. We are not liable for any damages beyond platform fees paid.