Refund, Cancellation, and Dispute Policy

1. Purpose

This policy governs booking cancellation windows, refund eligibility, escrow release behavior, and dispute handling across Arteesa services.

2. Cancellation Rules

2.1 Client-initiated cancellation

• Before artisan acceptance: generally eligible for full reversal minus non-refundable processing fees (if any).
• After acceptance but before work starts: partial refund may apply depending on incurred costs.
• After work has materially started: refund eligibility is case-based and may require dispute review.

2.2 Artisan-initiated cancellation

• Repeated late cancellations may trigger ranking impact, penalties, or account enforcement.
• Where artisan cancellation causes measurable client loss, Arteesa may apply remedial credits or fee reversals.

3. Escrow/Hold and Release

• Where hold/escrow is used, funds may be held until completion confirmation, timeout policy, or dispute outcome.
• Arteesa may pause release where fraud, abuse, chargeback, or unresolved dispute signals exist.

4. Refund Triggers

• No-show or non-performance.
• Material mismatch between promised and delivered service.
• Safety incidents or policy-violating behavior.
• Duplicate or erroneous charge confirmation.

5. Chargebacks and Payment Reversals

• If a chargeback is opened, associated balances may be temporarily restricted while evidence is reviewed.
• Arteesa may recover losses from liable parties where contractual and legal conditions permit.

6. Dispute Submission Process

• Submit dispute through in-app support or hello@arteesa.app.
• Provide booking reference, timeline, photos/messages, and requested remedy.
• Arteesa may request additional evidence from both parties before decision.

7. Review Timeline

• Initial triage target: within 48 hours.
• Standard case resolution target: within 7-14 business days.
• Complex or externally dependent cases may take longer with periodic updates.

8. Final Decision and Remedies

• Possible outcomes include full refund, partial refund, no refund, credit, rescheduled service, or account enforcement actions.
• Repeated abusive dispute behavior may result in policy enforcement.

9. Abuse Prevention

• Fraudulent claims, evidence tampering, extortion, and retaliation are prohibited.
• Arteesa reserves rights to restrict accounts and preserve evidence for legal action where needed.

10. Contact

For refund/dispute matters: hello@arteesa.app.

This policy is a readiness draft and should be reviewed by legal counsel before publication.