1. Introduction
This Dispute Resolution Policy ("Policy") outlines how SitEasy handles disputes, complaints, and incidents reported by users. Our goal is to facilitate fair and efficient resolution while maintaining the trust and safety of our community.
As a technology marketplace, SitEasy facilitates connections between Clients and Sitters but is not a party to the service agreement between them. However, we provide this dispute resolution process to help users resolve issues that may arise.
2. Types of Disputes
This Policy covers the following types of disputes and incidents:
2.1 Service Disputes
- Disagreements about the quality of services provided
- Sitter no-shows or early departures
- Failure to follow agreed instructions
- Communication issues during bookings
2.2 Payment Disputes
- Disputes over booking amounts or fees
- Refund requests
- Payout issues
2.3 Safety Incidents
- Property damage
- Pet injury or illness during sitting
- Theft or missing items
- Policy violations (e.g., unauthorised visitors)
- Safety concerns or misconduct
2.4 Account Issues
- Disputes regarding account suspension or termination
- Review disputes
- Verification issues
3. Reporting an Issue
3.1 How to Report
Issues can be reported through the following channels:
3.2 Timeframes
- Service disputes: Report within 48 hours of booking completion
- Safety incidents: Report immediately or as soon as safely possible
- Payment disputes: Report within 7 days of the transaction
- Property damage or theft: Report within 24 hours of discovery
3.3 Information Required
When reporting an issue, please provide:
- Your account details and booking reference
- A clear description of the issue
- Relevant dates and times
- Supporting evidence (photos, screenshots, receipts, veterinary reports)
- Names of any witnesses
- Police report reference number (if applicable)
4. Resolution Process
4.1 Step 1: Direct Resolution
We encourage users to first attempt to resolve disputes directly with each other through the Platform's messaging system. Many issues can be resolved through open, respectful communication.
4.2 Step 2: SitEasy Review
If direct resolution is not possible, SitEasy will review the dispute. Our review process includes:
- Reviewing all submitted evidence and documentation
- Examining Platform records (messages, booking details, payment history)
- Contacting both parties for their accounts of the situation
- Requesting additional information if needed
4.3 Step 3: Facilitated Resolution
Based on our review, we may:
- Facilitate communication between the parties
- Suggest a resolution or compromise
- Provide information about each party's rights and obligations
Note: SitEasy does not act as an arbitrator or make binding decisions on disputes between users. We facilitate resolution but the ultimate agreement must be between the parties.
4.4 Step 4: Platform Action
Where appropriate, SitEasy may take platform-level action, including:
- Issuing warnings to users who violate policies
- Suspending or terminating accounts
- Adjusting reviews that violate our guidelines
- Withholding or releasing payments
- Considering claims for the Trust & Safety Fund (where applicable)
5. Timeframes for Resolution
We aim to resolve disputes within the following timeframes:
- Acknowledgement: Within 24 hours of receiving a report
- Initial review: Within 3-5 business days
- Resolution: Within 14 business days for most disputes
- Complex cases: May take up to 30 business days
We will keep you informed of progress throughout the process.
6. Refunds and Payments
6.1 Refund Eligibility
Refunds may be considered in the following circumstances:
- Sitter no-show (full refund)
- Sitter early departure without valid reason (partial refund)
- Significant failure to provide agreed services
- Cancellation within the applicable cancellation policy
6.2 Refund Process
Approved refunds are processed within 7-10 business days. Refunds are returned to the original payment method where possible.
6.3 Sitter Payouts
Sitter payouts may be withheld pending dispute resolution. If a dispute is resolved in favour of the Client, the payout may be reduced or cancelled accordingly.
7. Safety Incidents
7.1 Immediate Action
For safety incidents, take the following immediate steps:
- Emergency: Contact emergency services (10111 for police, 10177 for ambulance)
- Pet emergency: Seek immediate veterinary care
- Theft or break-in: Contact police and obtain a case number
- Document: Take photos and notes of any damage or issues
- Report: Contact SitEasy at safety@siteasy.co.za
7.2 Investigation
Safety incidents are prioritised and investigated thoroughly. We may:
- Immediately suspend accounts pending investigation
- Request police reports or other official documentation
- Cooperate with law enforcement investigations
- Take permanent action against users who pose safety risks
8. Appeals
If you disagree with the outcome of a dispute resolution, you may submit an appeal within 7 days of receiving our decision. Appeals should be sent to appeals@siteasy.co.za and include:
- The original dispute reference number
- Reasons for the appeal
- Any new evidence not previously submitted
Appeals are reviewed by a senior team member who was not involved in the original decision. Appeal decisions are final.
9. External Resolution
If you are not satisfied with the outcome of our dispute resolution process, you may pursue external resolution options:
- Consumer Protection: National Consumer Commission (NCC) for consumer complaints
- Legal Action: Small Claims Court for disputes under R20,000, or Magistrate's/High Court for larger claims
- Mediation: Private mediation services
Any legal proceedings must be brought in the courts of the Republic of South Africa, as specified in our Terms of Service.
10. Limitations
Please note the following limitations of our dispute resolution process:
- SitEasy is a marketplace and is not a party to agreements between Clients and Sitters
- We do not make binding legal determinations
- We cannot compel users to pay compensation or take specific actions
- Our role is to facilitate resolution, not to act as judge or arbitrator
- We are not responsible for losses arising from disputes between users