At Spacerenta, we strive to create a seamless and enjoyable experience for both guests and hosts. However, we understand that disputes may occasionally arise during the rental process. To ensure a fair and transparent resolution for all parties involved, we have established a comprehensive dispute resolution process. Here’s how Spacerenta handles disputes:

1. Open Communication

• Encouraging Direct Resolution: We always encourage guests and hosts to communicate directly to resolve any misunderstandings or issues amicably. Open dialogue can often lead to quick and satisfactory solutions.
• In-App Messaging: Use Spacerenta’s in-app messaging feature to discuss any concerns directly with the other party. Clear communication can often prevent disputes from escalating.

2. Reporting a Dispute

• Initiating a Dispute: If direct communication does not resolve the issue, guests and hosts can initiate a dispute through the Spacerenta platform. This can be done by accessing the "Report a Problem" feature in your account dashboard.
• Providing Details: When reporting a dispute, provide detailed information about the issue, including dates, times, and any relevant communication or documentation. This helps our team understand the context and specifics of the dispute.

3. Spacerenta’s Mediation Process

• Review and Assessment: Once a dispute is reported, our dedicated dispute resolution team will review the details provided by both parties. We aim to assess the situation impartially and fairly.
• Mediation and Resolution: Our team will mediate between the guest and host to find a mutually agreeable solution. This may involve further discussion with both parties and reviewing any additional evidence provided.
• Timely Resolution: We strive to resolve disputes promptly, keeping both parties informed throughout the process. Our goal is to reach a fair resolution within a reasonable timeframe.

4. Resolution Outcomes

• Refunds and Compensation: If the dispute involves financial aspects such as refunds or compensation, Spacerenta will process the appropriate amount based on our assessment and the agreed resolution.
• Policy Enforcement: In cases where policies or guidelines are breached, Spacerenta may take appropriate actions, including issuing warnings or suspending accounts, to maintain the integrity and safety of our platform.

5. Appeal Process

• Requesting an Appeal: If either party is unsatisfied with the outcome, they can request an appeal. Our team will conduct a further review to ensure that the resolution was fair and aligned with Spacerenta’s policies.
• Final Decision: The appeal process aims to provide a final decision that upholds fairness and transparency. Both parties will be notified of the outcome and any subsequent actions.

6. Continuous Improvement

• Feedback and Learning: Spacerenta values feedback from guests and hosts to continually improve our dispute resolution process. We use insights from disputes to refine our policies and enhance user experience.

Spacerenta is committed to maintaining a trustworthy and secure platform where all users feel supported and valued. Our dispute resolution process is designed to uphold these values and ensure that any issues are addressed with fairness and integrity. If you have any questions about the dispute process, please contact our customer support team for assistance.