If either party is unhappy after a completed booking – for instance, a Traveller feels the service wasn’t done properly, or a Provider believes they weren’t paid correctly or faced an issue – we have a dispute resolution process:
- Talk to the other party (Tier 1): We require that you first try to resolve the issue directly through the app’s messaging within 48 hours. Miscommunications can often be cleared up with a quick chat. Maybe the provider can fix a minor issue, or the traveller and provider can agree on a partial refund or solution. Most issues are resolved at this stage.
- Formal dispute submission (Tier 2): If no resolution is reached within two days, either party can escalate the matter to VanLife Connect support as a formal dispute. In the app, this usually means clicking “Report an Issue” or similar for the booking, and providing details of the problem. You’ll be asked to outline what happened and what outcome you seek, and to upload any evidence (photos of poor workmanship, screenshots of chat, etc.).
- Platform review (Tier 3): Our dispute team will review the case. We aim to do this within 5 business days after all info is submitted. We’ll look at the booking details, the chat history, evidence provided by both sides, and our policies. We may also contact each party for any clarifications.
- Decision and resolution: VanLife Connect will make a determination based on the facts. We focus on clear-cut issues: for example, if a Provider failed to show up or a Traveller didn’t pay or violated terms, those are straightforward. We do not arbitrate the quality of services in fine detail – we aren’t experts in, say, car repair or hair cutting, so we won’t judge if a job was done “perfectly.” But we will step in if a service was not delivered at all, or if it’s clear the Provider significantly deviated from what was agreed. Our resolution might involve a full or partial refund, a credit, or in some cases allowing a re-do of the service (if both parties are amenable). If platform rules were broken, we might also take action on the user’s account.
- Funds on hold: If a dispute is raised, the payment for that booking will remain on hold through our payment partner while the issue is reviewed. Once the matter is resolved, the funds will either be released to the Provider or returned to the Traveller as appropriate.
- Outcome enforcement: Once we decide, we’ll notify both parties of the outcome and the reasoning. If a refund is awarded, we process it to the Traveller’s card. If a payment is upheld to the Provider, we release it to them. We consider the dispute closed at that point.
Throughout the process, we strive to be neutral and fair. We know these situations can be frustrating, but we ask both Travellers and Providers to remain professional and responsive during the dispute process. Provide any requested info quickly to help resolve it faster.
VanLife Connect provides the platform that connects travellers and providers. Services themselves are delivered by independent providers.