MRHK.CO Service Agreement

9. Dispute Resolution

9.1 Dispute Process

Initiation: Users may initiate disputes through their account dashboard by accessing their booking details and selecting "Report an Issue" or "Start Dispute." Disputes must be initiated:

• For Guests: During their stay or within 24 hours after check-out
• For Hosts: Within 48 hours after the issue occurs or guest check-out

Dispute Categories Include:

• Property condition issues or misrepresentation
• Safety and security concerns
• Cleanliness problems
• Missing or non-functional amenities
• Host or Guest conduct violations
• Payment and booking issues
• Cancellation disputes

9.2 Timeline Requirements

Response Times:

• Host Response: 2 hours for urgent safety issues, 24 hours for standard disputes
• Guest Counter-Response: 48 hours to accept or reject 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 decision

Escalation Triggers:

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

9.3 Evidence Requirements

Required Documentation:

• Photos: Clear images showing the issue (maximum 10 images, 5MB each)
• Videos: Video evidence if applicable (maximum 2 minutes, 50MB each)
• Descriptions: Detailed written explanation of the issue (maximum 2,000 characters)
• Communication Records: Relevant messages between Host and Guest
• Receipts: Documentation of expenses incurred due to the issue
• Third-Party Reports: Police reports, medical records, or professional assessments when applicable

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 relevant to the disputed issue
• False or manipulated evidence may result in account termination

9.4 Platform's Role in Dispute Mediation

MRHK.CO's Responsibilities:

• Provide a secure platform for dispute submission and communication
• Facilitate communication between disputing parties
• Review evidence and make determinations based on platform policies
• Process approved financial remedies and refunds
• Maintain detailed records of all dispute proceedings
• Apply appropriate account actions (warnings, suspensions, terminations)

Platform Limitations:

• We cannot guarantee resolution in favor of any particular party
• We are not liable for damages beyond our platform fees and direct costs
• We cannot compel compliance with resolutions by either party
• We reserve the right to refuse to mediate disputes involving legal violations

9.5 Financial Remedies and Compensation

Available Remedies:

• Partial Refunds: Proportional to the impact of the issue on the stay
• Full Refunds: For cases where the property is uninhabitable or severely misrepresented
• Alternative Accommodations: Platform assistance in finding comparable properties
• 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 expenses incurred due to host failures
• Important: MRHK.CO does not provide insurance coverage or host protection programs. Any compensation is at our sole discretion based on our terms of service and is limited to the specific circumstances outlined below.

Refund Processing:

• Approved refunds processed within 5-10 business days
• Refunds issued to original payment method when possible
• Platform fees may be waived separately from accommodation refunds
• Host payouts may be withheld pending dispute resolution

Compensation Limits:

• Maximum compensation limited to total booking value plus reasonable expenses
• Platform liability capped at $5,000 per incident unless otherwise required by law
• No compensation for indirect damages, lost profits, or emotional distress
• Compensation decisions are final and binding on all parties

Host Chargeback Liability

9.6 Binding Arbitration

Arbitration Requirement: If a dispute cannot be resolved through our platform mediation process, any remaining claims must be resolved through binding arbitration rather than in court, except where prohibited by law.

Arbitration Process:

• Administrator: American Arbitration Association (AAA) or similar recognized organization
• Rules: AAA Consumer Arbitration Rules or equivalent
• Location: Arbitration conducted virtually or in the county where you reside
• Costs: MRHK.CO pays arbitration fees for claims under $10,000
• Decision: Arbitrator's decision is final and binding on all parties

Exceptions to Arbitration:

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

Class Action Waiver: You agree that disputes will be resolved individually and not as part of a class action, collective action, or representative proceeding.

9.7 Platform Liability Limitations

Disclaimer of Warranties: THE PLATFORM IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND. WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

Limitation of Liability: TO THE MAXIMUM EXTENT PERMITTED BY LAW:

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

Indemnification: You agree to indemnify and hold harmless MRHK.CO from any claims arising from your use of the platform, your violation of these terms, or your violation of any third-party rights.

Force Majeure: We are not liable for delays or failures in performance due to circumstances beyond our reasonable control, including natural disasters, government actions, or technical failures.