Dispute Resolution Policy

This Dispute Resolution Policy ("Policy") establishes the structured frameworks, mandatory timelines, and administrative protocols through which Wayzyy handles user friction, booking disagreements, and property claims arising between hosts and guests on our Platform.

Wayzyy functions strictly as an e-commerce intermediary. We are not a direct party to any rental contract, transaction, or hosting arrangement entered into between hosts and guests. However, to preserve marketplace safety and prevent fraudulent behaviour, we provide this data-led, neutral internal mediation framework.

This Policy forms an inseparable element of Wayzyy's master Terms of Service and must be read alongside the Guest Terms of Service, Host Terms of Service, and Damage & Security Policy.

1. Categories of Managed Disputes

Wayzyy accepts, logs, and processes evidence for the following specific categories of user disputes:

• Listing Misrepresentation: Claims that the physical accommodation materially deviates from the descriptive text, listed amenities, geotags, or photos displayed on the UI. (Raised by: Guest)
• Property Damage: Claims regarding material destruction, theft, or asset degradation occurring during the reservation hours. (Raised by: Host)
• Cancellation Disagreements: Disputes regarding the execution of host cancellation tiers or refund distributions. (Raised by: Host or Guest)
• Payment & Payout Anomalies: Banking clearance delays, missing payout lines, or suspected transaction gateway discrepancies. (Raised by: Host or Guest)
• Host Check-In Default (No-Show): Property inaccessibility, missing lockbox codes, or complete host unresponsiveness at the hour of check-in. (Raised by: Guest)
• Ecosystem Conduct Violations: Harassment, safety issues, surveillance breaches, or discriminatory acts violating our Community Guidelines. (Raised by: Host or Guest)

2. The Three-Level Marketplace Escalation Framework

All platform disputes must follow this non-skip tiering sequence. Users must exhaust each level before the Platform authorises escalation to the next.

Level 1 — Direct Peer-to-Point Resolution (0–24 Hours): The aggrieved party must detail their specific concern to the other party inside the in-app chat. Both users possess a maximum of 24 hours to respond and negotiate a mutual compromise. All discussions must remain on the Platform — any agreement or negotiation via off-platform channels (SMS, WhatsApp, voice calls) is completely barred from consideration in subsequent audits. If a compromise is met, both parties tap "Confirm Resolution" inside the dashboard. If the issue remains unresolved past 24 hours, either user may escalate to Level 2.

Level 2 — Centralised Platform Support Mediation (24–72 Hours): Either party can initiate a formal platform intervention request by tapping "Escalate to Wayzyy" within the reservation card or routing an audit request to support@wayzyy.com with the master booking reference code. Stay-related Level 2 disputes must be logged within 72 hours of the checkout timestamp; claims filed after this window are structurally invalid. Wayzyy's compliance team will review in-app chat history, listing layout, timestamped photography, and platform history, then issue an administrative determination within 48 hours of compiling all mandatory evidence. If either party presents a valid objection to the Level 2 outcome, they can request a Level 3 review within 7 days.

Level 3 — Final Internal Strategic Review (72 Hours – 7 Days): Level 3 is a definitive internal assessment overseen by a senior Wayzyy compliance lead who had no involvement in the Level 2 determination. Requests must be filed via email to support@wayzyy.com with the subject line: "Level 3 Review Request — [Booking Reference Code]". The appellant must provide clear grounds explaining why the Level 2 decision was factually flawed, accompanied by any un-submitted evidence. Wayzyy's Level 3 determination represents our absolute final administrative action regarding platform credentials, escrow allocations, wallet credits, or listing visibilities.

3. Categorised Dispute Resolution Workflows

3.1 Property Misrepresentation & Estoppel Clause — Guests must inspect the property and file any material misrepresentation claim via support@wayzyy.com within 2 hours of physical check-in, supported by high-resolution, geotagged photographs. If a guest continues to occupy the premises overnight or utilises the amenities past the 2-hour window, they are legally deemed to have accepted the property's condition, entirely estopping them from filing retroactive misrepresentation claims. If a violation is validated within the window and the host fails to remedy it immediately, the guest is issued a full refund and the listing is suspended pending mandatory corrections.

3.2 Material Asset Damage & Recovery Assistance — Damage claims follow the automated parameters in the Damage & Security Policy. If a guest refuses to clear a validated damage invoice past 7 days, Wayzyy compiles and delivers an encrypted, certified "Wayzyy Evidentiary Dossier" to the host's legal counsel — containing the signed digital contract, tokenised identity verification markers, and checkout photos — allowing the host's counsel to launch a Civil Summary Suit under Order XXXVII of the Code of Civil Procedure, 1908.

3.3 Host Checkout/Check-In Defaults — If a property is completely inaccessible or a host is unresponsive at the confirmed check-in hour, the guest must log an urgent alert via support@wayzyy.com. If the host remains entirely unreachable for 1 hour, the system automatically triggers a 100% guest refund (including platform fees), suspends the host's account, and adds a ₹500 marketplace credit to the traveller's profile.

3.4 Cancellation & Payment Discrepancies — Cancellation disputes are mediated by cross-checking the exact timestamp of the cancellation action against the host's active cancellation tier at the time of booking. Retrospective or unilateral changes to house policies are rejected by the system. Payment gateway errors are audited alongside our payment partner (Razorpay) within 48 hours, with validated reversals initiated within 5 business days.

3.5 Severe Guidelines & Conduct Violations — Disputes involving explicit harassment, surveillance breaches, or identity threats bypass standard Level 1 and Level 2 protocols entirely, filtering directly into our highest-priority monitoring queue with a 24-hour resolution SLA. Confirmed infractions result in an immediate permanent ban and direct reporting to state law enforcement under the BNS, 2023.

4. Strict Evidentiary Standards

Wayzyy operates an evidence-first mediation engine. Submissions must adhere to these compliance parameters:

• Photographic Geotags: Photos must contain unedited, native metadata displaying the exact date, time, and GPS coordinates of the capture. Cropped files are discarded.
• Complete Communication Threads: Chat logs must be submitted as complete, continuous screenshot layouts displaying unmodified context and timestamps.
• Validated Financial Invoices: Damage valuation receipts must originate from a registered, GST-compliant vendor displaying a valid GSTIN or verified corporate identification.
• Data Redirection Ban: All evidence must be funnelled directly into the app dashboard or transmitted via support@wayzyy.com. Evidence delivered via external platforms will be rejected.
• Fabrication Penalty: Manufacturing, modifying, or uploading doctored evidence constitutes automated fraud and will result in an immediate, permanent marketplace ban.

5. Intermediary Status & Liability Caps

Wayzyy acts strictly as a neutral e-commerce intermediary facilitator. Our internal decisions are driven entirely by the objective evidence metrics submitted by users and the clear contractual guidelines established in our policies.

• Wayzyy's internal dispute resolution framework is a technology optimisation asset; it does not substitute for your constitutional and statutory rights to pursue legal recourse before a court of law in India.
• Wayzyy's administrative actions are restricted to platform-level variables (e.g., executing payment reversals, withholding settlements, or suspending user credentials).
• To the maximum extent permitted by law, Wayzyy's cumulative liability for any dispute-related claim is strictly capped at the net platform service fees collected for that specific booking transaction.

6. External Legal Recourse Paths

If an issue extends entirely beyond the technical authority of an online marketplace, users retain the absolute independent right to seek external recourse:

• Summary Suits & Civil Remedies: Filing an accelerated summary suit under Order XXXVII of the CPC, 1908 before a civil court to recover unpaid contract debts.
• The RBI Ombudsman: For payment processing errors or gateway loop issues that remain unresolved by the underlying banks.
• The Data Protection Board of India (DPBI): For statutory personal data tracking, storage, or privacy infractions under the DPDP Act, 2023.
• Law Enforcement Authorities: For serious criminal infractions, assault, theft, or explicit fraud, filed under the relevant provisions of the BNS, 2023. Effective Date: 25 June 2026.