1. Definition of a Dispute
A dispute is a formal disagreement raised by a Consumer or Provider regarding the quality, completion, fulfilment, or timing of a booked service. Disputes exist to protect both parties when outcomes deviate from agreed expectations.
2. When a Dispute Can Be Raised
- Provider marks session as Complete, but Consumer disagrees with the outcome.
- The service was started but aborted unexpectedly.
- The service was not delivered as promised.
- Misrepresentation of skills, duration, or provider conduct occurred.
⏱ Deadline: Disputes must be raised within 30 minutes of the Provider marking a session as Complete. After this, completion auto-approves and funds are released.
3. Post-Session Flow
Once a Provider marks a session as Complete, the Consumer must within 30 minutes either:
- Approve Completion, or
- Raise a Dispute.
⚠️ If no action is taken, the session auto-approves and funds are released.
4. Experience-Based Refunds & Ratings
- ✅ Great / Satisfactory → No refund; Provider gets full payment.
- ⚠️ Not up to the Mark → Partial refund (10–20%); no evidence required.
- 🚫 Poor Experience → Moderate refund (30–40%); requires photo evidence.
- ❌ Waste of Time & Money → Full refund request; requires video evidence.
If evidence is missing/invalid, refund requests may be denied or downgraded.
5. Evidence Evaluation & Downgrading
Strings Social reviews all evidence. If insufficient or irrelevant, disputes may be downgraded:
- “Waste of Time” → downgraded to “Poor Experience.”
- “Poor Experience” → downgraded to “Not up to the Mark.”
All dispute decisions are final and binding.
6. Provider-Initiated Disputes
Providers may raise disputes for:
- No-shows or last-minute cancellations.
- Uncooperative or disruptive behaviour.
- False, malicious, or retaliatory feedback.
Evidence may include screenshots, session logs, photos, or statements.
7. Capturing & Uploading Evidence
Evidence can be uploaded during or up to 30 minutes after a session:
- 📸 Photos of setup, progress, or results.
- 🎥 Videos showing engagement.
- 📝 Text notes summarizing session details.
8. Abuse & Misconduct Handling
Strings Social maintains a zero-tolerance policy for abuse, harassment, or misconduct:
- Verbal Abuse: threats, insults, coercion.
- Physical Misconduct: aggression, intimidation.
- Digital Harassment: repeated unsolicited messages, disturbing content.
- Discrimination: racism, sexism, casteism, homophobia, hate speech.
- Exploitation: CSAE or narcotics-related services → permanent suspension & legal escalation.
Abuse can be reported through the in-app “Report Abuse” feature.
9. Consequences & Platform Authority
- Account suspension or permanent termination.
- Refund reversal, reduction, or denial.
- Escalation to law enforcement authorities.
- Flagging repeat violators for stricter monitoring.
All dispute and abuse handling decisions are final and non-reversible.
10. Contact & Support
Email: complaints@exentrea.com
In-App Helpdesk: Profile > Suggestion > Report an issue