Dispute Resolution Policy

14.1 Purpose
This Policy explains how RentHaus reviews disputes between customers and vendors. RentHaus may support dispute resolution using platform records, payment records, communication history, photos, videos, delivery evidence, quotes, listings, and other transaction evidence.
14.2 Dispute Types
• Non-delivery, vendor no-show, or late delivery.
• Item not as described, service not as agreed, quality issue, or incomplete service.
• Damage, loss, theft, late return, missing accessories, cleaning/stain claim, or deposit deduction dispute.
• Refund, cancellation, duplicate payment, chargeback, or payout dispute.
• Off-platform payment request, harassment, fraud, or safety issue.
14.3 Evidence
Users should provide evidence through RentHaus. Evidence may include listing screenshots, accepted quote, booking receipt, payment receipt, chat records, delivery notes, handover photos/videos, return photos/videos, GPS/time logs, venue information, witness statements, repair invoices, cleaning invoices, police reports, or other relevant records.
14.4 Temporary Holds
RentHaus may temporarily hold vendor payouts, customer deposits, rewards, or refunds during dispute review. Holding funds during review does not mean RentHaus has decided against either party.
14.5 Review Outcomes
• Full or partial refund to customer.
• Full or partial deposit release to customer.
• Full or partial deposit deduction to vendor.
• Vendor payout release, hold, deduction, or adjustment.
• Replacement item/vendor arrangement where practical.
• Account warning, listing review, trust-score impact, restriction, or suspension.
• Escalation to external resolution, regulator, law enforcement, insurer, or legal process where necessary.
14.6 Limitation of RentHaus Review
RentHaus is not a court and does not replace formal legal remedies. Users may still have rights under applicable law. RentHaus review decisions are based on available platform records and evidence submitted within required timelines.