Dispute Resolution Policy

1. Scope — Who This Policy Applies To

This Dispute Resolution Policy governs the process for resolving disagreements between Hosts and Guests arising from bookings made through the MRHK.CO platform.

1.1 Eligibility: Payout Code Presented

The dispute process is available to any Guest who has presented the Payout Code to the Host and whose payment has been captured. Eligible disputes may be filed at any point during the stay or within 24 hours of scheduled check-out. Disputes about property condition, material misrepresentation, missing amenities, safety, or Host conduct all qualify.

1.2 Bookings Where the Payout Code Was Withheld

If a Guest inspected the property upon arrival and withheld the Payout Code because the property did not meet their expectations, the Guest was not charged and the booking was cancelled at the Guest's election. Such guests have already exercised their full remedy under the Service Agreement and are not eligible to initiate a payment dispute through this process for that booking. Neither party owes the other anything further for a booking that ended this way.

1.3 Host Disputes

Hosts may raise disputes regarding Guest conduct violations, property damage (where applicable), or other breaches of the Service Agreement. Host disputes must be initiated within 48 hours of the issue occurring or Guest check-out, whichever is earlier.

2. How to Start a Dispute

2.1 Initiation

Users may initiate disputes through their account dashboard by navigating to their booking details and selecting "Report an Issue" or "Start Dispute." Disputes must be initiated within the following windows:

• Guests: During the stay or within 24 hours after the scheduled check-out time
• Hosts: Within 48 hours after the issue occurs or Guest check-out, whichever is earlier

Disputes submitted outside these windows will not be eligible for Platform mediation, though the parties retain their right to pursue arbitration under Section 7.

2.2 Payout Code Disagreements

Where a Host has not entered a Payout Code and the Guest claims to have presented it — or where a Guest denies having voluntarily presented a code that a Host has entered — the Platform will investigate using available evidence, including booking records, platform messaging, and the parties' written accounts. The Platform's determination will be made in good faith on the evidence available and is subject to appeal through the arbitration process in Section 7.

2.3 Eligible Dispute Categories

• Property condition issues or material misrepresentation
• Safety and security concerns
• Cleanliness problems
• Missing or non-functional amenities that were advertised
• Host or Guest conduct violations
• Payment and booking issues
• Cancellation disputes
• Bad-faith occupancy claims (see Service Agreement §5.4)

2.4 Chargebacks

Initiating a chargeback with a payment provider as a substitute for this dispute process may be treated as a breach of the Service Agreement. Guests are required to use the Platform dispute process first. Once a dispute has been submitted here and the Platform's process has concluded, parties retain the right to seek arbitration under Section 7.

3. Timeline Requirements

3.1 Response Times

• Host Response: 2 hours for urgent safety issues; 24 hours for standard disputes
• Guest Counter-Response: 48 hours to accept or reject the Host's proposed resolution
• Platform Review: 3–5 business days for customer service investigation and decision
• Final Resolution: Maximum 10 business days from dispute initiation to final Platform decision

3.2 Payout Hold During Disputes

When a Guest initiates a dispute within the required window, the Host's payout will be held pending resolution. If no dispute is initiated within 24 hours of scheduled check-out, or if the Guest fails to respond within required timeframes, the Platform will release the Host's payout. A Host whose payout is released is not absolved of liability for a subsequently substantiated dispute claim, but the financial remedy in such cases is limited to a refund from the Host directly and cannot be recovered from future Platform payouts.

3.3 Escalation Triggers

A dispute will be escalated to Platform review (bypassing the direct Host–Guest resolution phase) in any of the following circumstances:

• Host fails to respond within the required timeframe
• Guest rejects the Host's proposed resolution
• Safety issues requiring immediate Platform intervention
• Disputes involving alleged policy violations

4. Evidence Requirements

4.1 Required Documentation

• Photos: Clear images showing the issue (5 MB per file)
• Videos: Video evidence if applicable (5 MB per file)
• Descriptions: Detailed written explanation of the issue (maximum 2,000 characters)
• Communication Records: Relevant messages between Host and Guest sent through the Platform
• Receipts: Documentation of expenses incurred as a direct result of the issue
• Third-Party Reports: Police reports, medical records, or professional assessments when applicable

4.2 Evidence Standards

• Evidence must be submitted within 72 hours of dispute initiation
• Photos and videos must include timestamp verification when possible
• All evidence must be directly relevant to the disputed issue
• Submitting false, altered, or fabricated evidence may result in immediate account termination and may expose the submitting party to legal liability

5. Platform's Role in Mediation

5.1 What the Platform Will Do

• Provide a secure channel for dispute submission and communication between the parties
• Facilitate good-faith communication between the Host and Guest
• Review submitted evidence and make determinations based on this Policy and the Service Agreement
• Process approved financial remedies and refunds
• Maintain detailed records of all dispute proceedings
• Apply appropriate account actions where policy violations are identified (warnings, suspensions, terminations)

5.2 Platform Limitations

• We cannot guarantee resolution in favour of any particular party
• We are not liable for damages beyond platform fees and direct costs as set out in Section 8
• We cannot compel either party to comply with a resolution outside of account-level enforcement actions
• We reserve the right to decline to mediate disputes involving alleged criminal conduct or legal violations, which must be referred to appropriate law enforcement or legal channels

6. Financial Remedies and Compensation

6.1 Available Remedies

• Partial Refunds: Proportional to the verified impact of the issue on the stay
• Full Refunds: For cases where the property is uninhabitable or materially misrepresented
• Alternative Accommodations: Platform assistance in finding comparable properties where available
• Service Fee Waivers: Waiver of Platform fees in appropriate cases
• Host Penalties: Financial penalties for Hosts who violate Platform policies
• Expense Reimbursement: Reimbursement for reasonable, documented expenses directly caused by a verifiable Host failure

6.2 Refund Processing

• Approved refunds processed within 5–10 business days of the final dispute decision
• Refunds issued to the original payment method where possible
• Platform fees may be waived separately from accommodation refunds
• Host payouts will be held during the dispute period and released upon resolution

6.3 Compensation Limits

• Maximum compensation is limited to the total booking value plus reasonable, documented expenses directly and proximately caused by the disputed issue
• Platform liability for claims arising from the Platform's own acts or omissions (for example, payment processing errors, data breaches, or wrongful account action) is capped at $5,000 per incident, except where applicable law prohibits such a limit
• The Platform does not compensate Hosts for property damage, theft, or loss caused by Guest conduct
• No compensation is available for indirect damages, lost profits, or emotional distress
• Platform dispute decisions are final unless appealed through binding arbitration under Section 7

6.4 Host Chargeback Liability

7. Binding Arbitration

7.1 Informal Resolution First

Before initiating arbitration, the disputing party must provide written notice to the other party and to MRHK.CO at legal@mrhk.co describing the claim and the relief sought. The parties must make a good-faith effort to resolve the dispute informally — including through the Platform mediation process in Sections 2–5 above — for at least 30 days following such notice.

7.2 Arbitration Requirement

If a dispute cannot be resolved through Platform mediation or the informal resolution period, any remaining claims must be resolved through binding arbitration rather than in court, except where prohibited by applicable law.

7.3 Arbitration Process

• Administrator: American Arbitration Association (AAA) under its Consumer Arbitration Rules, or a mutually agreed equivalent
• Location: Arbitration conducted virtually or in the county where you reside
• Costs: MRHK.CO pays AAA filing and administrative fees for claims under $10,000, provided the claim is not determined to be frivolous
• Decision: The arbitrator's decision is final and binding and may be entered as a judgment in any court of competent jurisdiction

7.4 Exceptions to Arbitration

• Small claims court disputes (within applicable monetary limits)
• Injunctive or declaratory relief to protect intellectual property rights
• Claims related to the enforceability of this arbitration clause

7.5 Class Action Waiver

You agree that disputes will be resolved individually and not as part of a class action, collective action, or representative proceeding. This waiver does not apply where prohibited by applicable law.

8. Limitation of Liability

8.1 Disclaimer of Warranties

THE PLATFORM IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND. MRHK.CO DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

8.2 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:

• MRHK.CO's total liability for any dispute is limited to the amount of Platform fees paid in connection with the booking giving rise to the claim
• We are not liable for indirect, incidental, special, consequential, or punitive damages
• We are not responsible for Host or Guest conduct, property conditions, physical access mechanisms, or third-party actions
• We do not guarantee the accuracy of listings, availability, or pricing

8.3 Indemnification

You agree to indemnify and hold harmless MRHK.CO, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable attorneys' fees) arising from your use of the Platform, your violation of the Service Agreement or this Policy, your violation of any applicable law, or your violation of any third-party rights.

8.4 Force Majeure

MRHK.CO is not liable for delays or failures in performing its obligations under this Policy due to circumstances beyond its reasonable control, including natural disasters, government actions, labour disputes, or technical infrastructure failures.

Contact

If you have questions about this Policy or need to submit a dispute, please reach us through the following channels: