DRAFT — LEGAL REVIEW REQUIRED
This document has not been approved by legal counsel and is not yet in force.

Marketplace Dispute Resolution Policy
Version 0.1

How issues between buyers and Providers are raised, considered and settled.

1. Purpose

This policy explains how an issue between a buyer and a Provider on a Marketplace order is raised and resolved. It works with the Payment Protection Terms (/legal/payment-protection).

2. Three different things

- Resolution case: a disagreement between buyer and Provider about an order, handled here;
- Complaint: a complaint about Propvora or its service, handled under the Complaints Policy (/legal/complaints);
- Chargeback: a dispute raised with a card issuer, explained in Chargebacks explained (/legal/chargebacks).

3. Raising an issue

Either party can open an issue from the order page. Say what happened, what you want to happen, and attach evidence such as photos, messages, quotes and completion notes. Raising an issue pauses release of the Protected Payment.

4. Stages

1. Direct resolution: the parties are asked to resolve it between themselves for a short period.
2. Mediation: we help the parties reach agreement and may ask for more evidence.
3. Settlement proposal: a proposed outcome is put to both parties.
4. Platform decision: if no settlement is reached and the order terms permit it, a decision is made by an authorised person, who gives reasons.

Target timescales are shown in the case and are targets, not promises.

5. Possible outcomes

- full release to the Provider;
- partial release to the Provider;
- full refund to the buyer;
- partial refund to the buyer;
- the Provider redoes or corrects the work;
- cancellation of the order;
- another outcome the parties agree.

Outcomes are carried out through Stripe and recorded.

6. People and software

Software may help organise a case by ordering events, summarising messages and highlighting evidence. It does not decide money. A person with the necessary authority approves any decision where adjudication is needed, and larger amounts need additional authorisation.

7. Evidence and fairness

We ask both parties for their evidence and give each a fair chance to respond. We may rely on evidence on the Marketplace, such as messages, photos and order history.

8. Your other rights

Using this policy does not stop you taking other action. You may still use the courts, alternative dispute resolution, and your rights against your card issuer. The Marketplace does not replace statutory rights.

Nothing in this document limits or excludes any right you have under mandatory law that cannot lawfully be limited or excluded, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 where they apply to you.

9. After a decision

A decision or settlement is final for the Marketplace process once carried out, but does not prevent either party using their other legal rights. Repeated or abusive use of the process may lead to restrictions.