1. Purpose
This Policy provides a structured process for resolving concerns involving bookings, payments, memberships, reviews, conduct, property, and Platform decisions.
2. Direct Communication
When safe and appropriate, customers and Chefz should first attempt respectful resolution through Platform messaging. Direct communication is not required when the concern involves threats, harassment, fraud, safety, serious food illness, discrimination, or criminal conduct.
3. Support Review
A user may submit a dispute through the Support Center. The submission should include booking number, description, requested resolution, messages, photographs, receipts, timeline, and supporting records.
4. Response Period
The responding party may be given a reasonable opportunity to provide information. Failure to respond may result in a decision based on available evidence.
5. Platform Assistance
All Dem Chefz™ may assist by reviewing records, facilitating communication, holding disputed funds, issuing permitted refunds, applying credits, correcting account data, enforcing policies, and referring users to insurance or authorities. Platform assistance does not make us the provider of the culinary service.
6. Potential Outcomes
Outcomes may include no action, explanation, warning, partial refund, full refund, credit, additional payment, reperformance, review correction, ranking adjustment, account restriction, suspension, or termination.
7. Safety and Food Illness
Safety and suspected illness disputes may be escalated immediately. Users should seek appropriate emergency, medical, public-health, or law-enforcement assistance when needed. The Platform does not replace those authorities.
8. Good-Faith Conference
Before filing most formal claims, the parties should send written notice describing the claimant, the dispute, relevant facts, and requested relief. The parties should attempt a good-faith resolution during a defined period, such as 30 days.
9. Mediation
The parties may mutually agree to confidential mediation with a neutral mediator. Unless otherwise agreed, each party bears its own costs and shares the mediator's fee.
10. Arbitration or Court Proceedings
The final agreement should be selected by qualified counsel after reviewing launch states, consumer laws, business model, class-action exposure, arbitration costs, small-claims access, and notice and opt-out requirements.
Until finalized, disputes not informally resolved may be brought in an appropriate court, including eligible small-claims court. No published policy should impose binding arbitration or a class-action waiver without attorney review and a compliant acceptance process.
11. Time Limits
Claims remain subject to applicable statutes of limitation. A contractual limitation period should not be added without legal review.
12. Confidentiality
Settlement discussions may be treated as confidential where agreed or legally protected. This does not prevent users from reporting crimes, contacting regulators, seeking medical care, exercising protected review rights, or complying with legal process.
13. Governing Law
Disputes are governed by the Terms of Use and applicable law.