Dispute Policy
Fair paths to resolve problems.
This policy explains how guests and hosts raise disputes, what evidence we need, and how decisions are made.
How PoolSpaces works
We are a marketplace that facilitates bookings and payments between guests and hosts. We do not own, operate, staff or supervise any pool.
Hosts are independent owners or authorised operators. They are responsible for their premises, equipment, compliance and the condition of the space during a booking.
Guests are responsible for their own group, supervising children, following host rules and using the pool at their own risk.
1. Talk first
Most issues can be resolved by the guest and host communicating directly through PoolSpaces messaging. We encourage both parties to try to agree before opening a formal dispute.
2. Opening a dispute
A dispute can be opened for issues such as damage, cleanliness, access problems, cancellations, deposit disagreements or safety concerns. Disputes must be opened within the window after the booking ends.
3. Evidence
- Photos, videos and timestamps from before, during and after the booking.
- Messages sent through the PoolSpaces platform.
- Receipts, repair estimates and third-party reports.
- Witness statements, where relevant and available.
4. Review and mediation
PoolSpaces will review the evidence and may ask either party for more information. We may propose a resolution such as a partial refund, a deposit release or a payout adjustment. We are not a court or arbitration body.
5. Decisions and payouts
Decisions are based on the evidence, the policies, the host's rules and the booking terms. If a dispute affects a payout or deposit, the funds may be held until the dispute is resolved.
6. Appeals
A party may appeal a decision if they provide new, material evidence that was not available during the initial review. Appeals are reviewed by a different team member where possible.
7. External remedies
This dispute process does not prevent either party from pursuing their rights through other lawful means, such as small claims, consumer-protection bodies or insurers.
Legal review required
This section is a working draft. Final legal language, jurisdiction-specific clauses and compliance wording must be reviewed and approved by qualified legal counsel before publication.
Relevant to: Guests, Hosts, PoolSpaces
- Set dispute windows and escalation timelines.
- Define the standard of proof and burden of evidence for each party.
- Clarify whether PoolSpaces decisions are binding or recommendations.
- Add any required alternative-dispute-resolution clauses.