RSMECHS

Dispute Resolution Policy

1. Scope of This Policy

This Dispute Resolution Policy applies to all disputes arising from the use of the RSMECHS platform, including disputes:

• Between Customers and Mechanics regarding Services.
• Between Users and RSMECHS regarding platform fees, account actions, or policy decisions.
• Relating to payment, refunds, and billing.
• Relating to conduct, reviews, or account suspension.

This Policy does not apply to disputes between users that have no connection to Services booked through the Platform.

2. Types of Disputes

Dispute Type	Examples	Who Can Raise It
Service Quality	Work not completed, poor quality repairs, incorrect diagnosis, vehicle damage	Customer
Payment	Overcharging, unauthorised charges, unpaid earnings, platform fee disputes	Customer or Mechanic
Cancellation	Mechanic no-show, customer cancellation, refund eligibility	Customer or Mechanic
Conduct	Harassment, discrimination, unprofessional behaviour, safety concerns	Customer or Mechanic
Review	False review, defamatory review, review manipulation	Mechanic
Account Action	Suspension, termination, rating penalty	Mechanic
Data & Privacy	Unauthorised data use, data breach concerns	Any user
Fraud	Identity fraud, payment fraud, fake bookings	Any user or RSMECHS

3. Dispute Resolution Process

RSMECHS uses a structured four-stage process for resolving disputes:

4. Evidence & Documentation

Strong evidence leads to faster and fairer decisions. When submitting a dispute, provide as much of the following as possible:

4.1 Required Information

• Your full name and account email address
• The Booking Reference Number (found in your booking confirmation email)
• Date and time of the incident
• A clear, factual description of the dispute
• The resolution you are seeking

4.2 Supporting Evidence

Dispute Type	Useful Evidence
Service Quality	Photos/videos of the vehicle before and after, repair receipts, second mechanic assessment, written description of issues
Vehicle Damage	Timestamped photos, repair estimates from a third-party garage, police report (if applicable)
No-Show / Cancellation	Screenshots of messages, location data, booking confirmation, timeline of attempts to contact
Overcharging	Original quote, invoice, payment receipts, screenshots of agreed price
Conduct	Screenshots of messages, photos, witness contact details, police report number if applicable
Review Dispute	Evidence that review is false, defamatory, or violates platform policies

5. Possible Outcomes

Depending on the nature and findings of the dispute, RSMECHS may issue the following outcomes:

Outcome	Description	Applicable To
Full Refund	Customer receives full refund of Platform Fee and/or Service Fee	Mechanic no-show, gross service failure
Partial Refund	Proportionate refund based on findings	Partially completed services, minor issues
No Refund	Dispute not upheld, no financial remedy issued	Customer cancellation, service completed satisfactorily
Re-service	Mechanic required to correct work at no additional charge	Quality disputes where mechanic accepts fault
Warning	Formal warning issued to a user	Minor conduct violations, first offence
Review Removal	False or policy-violating review removed	Review disputes upheld
Account Suspension	Temporary suspension pending investigation	Serious conduct violations, fraud
Account Termination	Permanent removal from the Platform	Serious or repeated violations
Earnings Withholding	Mechanic earnings withheld pending resolution	Payment disputes, fraud investigations

6. Timelines

Stage	Timeline	Notes
Dispute submission deadline	Within 7 days of incident	Disputes submitted after 7 days may not be accepted
Acknowledgement	Within 24 hours	Dispute Reference Number issued
Evidence submission deadline	5 business days from notification	Both parties must submit evidence by this deadline
Initial review	5 business days from evidence deadline	RSMECHS may request additional information
Decision issued	Within 10 business days of submission	Complex cases may take up to 21 business days
Refund processing	5-10 business days after decision	Subject to Stripe processing times
Appeal submission	Within 5 business days of decision	See Section 11

7. Service Quality Disputes

7.1 What Qualifies

A service quality dispute may be raised where:

• The repair or service was not completed as agreed.
• The work performed was of unacceptably poor quality.
• The fault or issue was incorrectly diagnosed, leading to unnecessary work or expense.
• The Mechanic caused damage to the vehicle during the service.
• Parts used were of unacceptable quality or not as agreed.

7.2 Vehicle Damage Claims

Where a Customer claims the Mechanic caused damage to their vehicle, the following process applies:

1. The Customer must report damage within 24 hours of the service completion.
2. Photographic evidence of the damage must be provided.
3. A third-party repair estimate from a reputable garage should be obtained.
4. RSMECHS will review the evidence and may request the Mechanic's account of events.
5. Where damage is upheld, the Mechanic's earnings from the booking may be withheld pending resolution with the Customer.

7.3 Mechanic Right to Respond

Mechanics have the right to respond to all quality dispute claims and submit their own evidence. RSMECHS will consider both parties' accounts before issuing a decision. A dispute decision does not automatically constitute a finding of professional negligence.

8. Payment Disputes

8.1 Customer Payment Disputes

Situation	Platform Fee ($3.50)	Service Fee	Timeframe to Claim
Mechanic did not show up	Full refund	Full refund if paid	Within 48 hours of missed appointment
Mechanic cancelled	Full refund	Full refund if paid	Within 48 hours of cancellation
Customer cancelled before service	Non-refundable	Refundable if deposit paid	Within 24 hours of cancellation
Service not completed	Non-refundable	Partial refund considered	Within 7 days of incident
Overcharged vs agreed price	N/A	Difference refunded if upheld	Within 7 days of service
Unauthorised charge	Full refund if upheld	Full refund if upheld	Within 7 days of charge

8.2 Mechanic Payment Disputes

Mechanics may raise payment disputes where:

• Earnings have not been received within the expected payout schedule.
• Commission has been incorrectly calculated.
• Earnings have been withheld without explanation.
• A chargeback has been applied that the Mechanic disputes.

Mechanic payment disputes should be submitted to payments@rsmechs.com with the relevant booking reference and payout statement.

8.3 Chargebacks

If a Customer initiates a chargeback through their bank or card provider, RSMECHS will:

1. Immediately notify the Mechanic.
2. Withhold the relevant booking earnings pending investigation.
3. Submit evidence to the payment processor to contest fraudulent chargebacks.
4. Release earnings to the Mechanic if the chargeback is successfully contested.
5. Deduct the chargeback amount from future earnings if the chargeback is upheld.

9. Conduct Disputes

9.1 Unacceptable Conduct

The following conduct is strictly prohibited on the RSMECHS platform and will result in immediate investigation and potential termination:

• Physical assault or threats of violence
• Sexual harassment or inappropriate behaviour
• Discrimination based on race, gender, religion, sexual orientation, nationality, disability, or any other protected characteristic
• Verbal abuse, intimidation, or threatening language
• Theft or fraud
• Trespassing or illegal entry to premises
• Sharing or recording personal information without consent

9.2 Reporting Serious Incidents

To report a serious conduct incident to RSMECHS:

• Email: safety@rsmechs.com (monitored 24/7 for urgent reports)
• Phone: 658-207-6565
• Include as much detail as possible, including date, time, location, and any witnesses

All conduct reports are treated confidentially. The reported party will be notified that a report has been received but will not be given the identity of the reporter where this could compromise safety.

9.3 Review Disputes

Mechanics may request removal of a review where they believe it:

• Contains false factual statements.
• Is defamatory or malicious.
• Was left by someone who did not use their services.
• Violates RSMECHS review policies.
• Was incentivised or coerced.

RSMECHS will investigate review disputes within 5 business days. Reviews that are found to violate our policies will be removed. Genuine negative reviews that reflect the Customer's honest experience will not be removed.

10. Fraud & Abuse

10.1 Zero Tolerance

RSMECHS has a zero tolerance policy for fraud and platform abuse. The following activities will result in immediate account termination and may be reported to law enforcement:

• Creating fake bookings to manipulate ratings or earnings.
• Submitting false dispute claims.
• Colluding with other users to manipulate reviews.
• Identity fraud or impersonation.
• Payment fraud or chargeback abuse.
• Attempting to circumvent platform fees by taking transactions off-platform.
• Creating multiple accounts after termination.

10.2 Fraud Detection

RSMECHS uses automated and manual systems to detect fraudulent activity. Where fraud is suspected, we may:

• Temporarily suspend account access pending investigation.
• Withhold earnings or refunds pending investigation.
• Request identity verification documents.
• Report to law enforcement and relevant authorities.
• Pursue civil legal action to recover losses.

11. Appeals

11.1 Right to Appeal

Either party may appeal a RSMECHS dispute decision within 5 business days of receiving it. Appeals are available where:

• New evidence has become available that was not accessible during the original dispute.
• There is a clear factual error in the decision.
• The dispute process was not followed correctly.
• The decision was manifestly unreasonable given the evidence.

Disagreement with the outcome alone is not sufficient grounds for an appeal.

11.2 Appeal Process

1. Submit your appeal to appeals@rsmechs.com within 5 business days of the decision.
2. Include your Dispute Reference Number, the grounds for appeal, and any new evidence.
3. Appeals are reviewed by a senior member of the RSMECHS team not involved in the original decision.
4. An appeal decision will be issued within 10 business days.
5. The appeal decision is final for Platform Fee matters.

12. External Escalation

If you are not satisfied with RSMECHS's final decision on matters involving the Service Fee or conduct, you may escalate to the following external bodies:

Jurisdiction	Body	Type of Dispute
Jamaica	Consumer Affairs Commission — cac.gov.jm	Consumer disputes, service quality
United States	Better Business Bureau — bbb.org FTC — ftc.gov	Consumer disputes, fraud
United Kingdom	Citizens Advice — citizensadvice.org.uk Trading Standards	Consumer disputes
European Union	EU Online Dispute Resolution — ec.europa.eu/consumers/odr	Online marketplace disputes
All jurisdictions	Local small claims court	Financial disputes under local threshold

For payment disputes processed through Stripe, customers may also raise disputes directly with their bank or card provider through the standard chargeback process.

13. Dispute Prevention

The best dispute is one that never happens. We recommend the following practices:

For Customers

• Read the Mechanic's profile, reviews, and plan before booking.
• Describe your vehicle issue accurately and completely.
• Ask for a written Quote before authorising work to begin.
• Take photos of your vehicle before the Mechanic starts work.
• Be present or available during the service.
• Confirm the agreed price before the Mechanic begins.
• Request proof of insurance for major repair work.

For Mechanics

• Send a Quote for all work before starting — never begin without agreement.
• Take photos of the vehicle before and after service.
• Communicate clearly and promptly with customers.
• Notify customers immediately of any delays, complications, or additional costs.
• Only perform work that is within your competence and covered by your insurance.
• Keep records of all bookings, communications, and work performed.
• Maintain your qualifications and insurance current at all times.

14. Contact