Dispute Resolution & Chargebacks Policy

    Effective Date: February 6, 2025

    1. Overview

    This Dispute Resolution & Chargebacks Policy outlines the procedures for resolving disputes between guests, property owners, and HelotStays, as well as the handling of payment chargebacks. By using the HelotStays platform, you agree to follow these dispute resolution procedures.

    2. Types of Disputes

    This policy covers:

    • Guest-Owner Disputes: Disagreements between guests and property owners regarding the property, stay experience, damage claims, or refunds.
    • Service Disputes: Disputes regarding HelotStays services, fees, or platform functionality.
    • Payment Disputes: Issues related to charges, refunds, or payouts.
    • Chargebacks: Credit card disputes initiated through financial institutions.

    3. Dispute Resolution Process

    Step 1: Direct Communication

    We encourage parties to first attempt to resolve disputes through direct communication. Guests should contact the Guest Contact or property owner. Property owners should contact HelotStays support.

    Step 2: Submit a Formal Dispute

    If direct communication does not resolve the issue, submit a formal dispute through the HelotStays platform or contact form. Include:

    • Booking confirmation number.
    • Detailed description of the issue.
    • Supporting documentation (photos, messages, receipts).
    • Desired resolution.

    Step 3: HelotStays Review

    HelotStays will review the dispute, gather information from all parties, and attempt to mediate a fair resolution. We may request additional documentation or information from either party.

    Step 4: Resolution

    HelotStays will communicate the resolution to all parties. Resolutions may include refunds, credits, payout adjustments, or other remedies as appropriate.

    4. Dispute Timelines

    • Guest Disputes: Must be submitted within 14 days of checkout.
    • Owner Disputes: Must be submitted within 14 days of the relevant transaction or incident.
    • Damage Claims: Must be submitted within 48 hours of guest checkout with supporting documentation.

    HelotStays will acknowledge receipt of disputes within 48 hours and aims to resolve disputes within 14 business days, though complex cases may require additional time.

    5. Chargebacks

    What is a Chargeback?

    A chargeback occurs when a guest disputes a charge directly with their credit card company or bank, rather than through HelotStays. Chargebacks can result in the reversal of payments.

    Chargeback Prevention

    We strongly encourage guests to contact HelotStays before initiating a chargeback. We can often resolve issues faster than the chargeback process and avoid associated fees and complications.

    Chargeback Response

    When a chargeback is received, HelotStays will:

    • Investigate the claim and gather supporting documentation.
    • Respond to the financial institution on behalf of the platform.
    • Notify the property owner of the dispute and potential impact.

    Chargeback Liability

    Property owners may be responsible for chargeback losses if:

    • The property did not match the listing description.
    • The owner cancelled the booking without cause.
    • The owner failed to provide access or essential services.
    • The chargeback results from owner policy violations.

    Chargeback-related amounts may be deducted from future owner payouts.

    6. Binding Arbitration

    If a dispute cannot be resolved through the processes above, you agree that the dispute shall be resolved through binding arbitration administered by the American Arbitration Association (AAA) in accordance with their rules.

    The arbitration shall take place in the United States. The arbitrator's decision shall be final and binding, and judgment on the award may be entered in any court of competent jurisdiction.

    7. Class Action Waiver

    YOU AGREE TO RESOLVE DISPUTES WITH HELOT STAYS ON AN INDIVIDUAL BASIS ONLY. YOU WAIVE ANY RIGHT TO PARTICIPATE IN A CLASS ACTION, CLASS ARBITRATION, OR OTHER REPRESENTATIVE ACTION AGAINST HELOT STAYS.

    This waiver applies to all claims, whether past, present, or future, and whether you are acting as a guest, property owner, or in any other capacity.

    8. Exceptions to Arbitration

    The following claims are not subject to binding arbitration:

    • Small claims court actions within the court's jurisdictional limits.
    • Claims for injunctive relief to prevent imminent harm.
    • Claims that cannot be arbitrated under applicable law.

    9. Governing Law

    This policy and any disputes shall be governed by and construed in accordance with the laws of the United States and the State of Delaware, without regard to conflict of law principles.

    10. Lodge Compliance Disputes

    For customers introduced through Lodge Compliance, disputes related to transactions or services governed by Lodge Compliance's terms should be resolved according to Lodge Compliance's dispute resolution procedures. HelotStays may assist with operational matters as appropriate.

    11. Good Faith Requirement

    All parties are expected to participate in the dispute resolution process in good faith. Providing false information, refusing to cooperate, or abusing the dispute process may result in adverse decisions and potential account suspension.

    12. Contact Information

    To submit a dispute or for questions about this policy, please contact us through the contact form on our website with "Dispute" in your message.