Dispute Resolution Policy
Last updated April 21, 2026
Scope
This policy covers disputes between a family (buyer) and a vendor (seller) about a booking, deposit, contract, or delivered service managed through QuinceNetwork.
Timeline
- Day 0 — Either party opens a dispute from the booking thread. Both sides are notified immediately.
- Days 1–3 — Each party has 72 hours to submit a written response + evidence (screenshots, contracts, messages, photos of delivered work).
- Days 4–7 — A trust & safety reviewer examines both sides, the in-platform message history, and the contract.
- Day 7— Decision issued. Refund, partial refund, vendor payout, or platform credit — depending on who's at fault.
- Appeals — Either party can request one appeal within 14 days. A second reviewer handles it. Appeals are final.
What we consider
Every decision is written and cites the evidence. We weigh, in order of weight:
- The signed contract (if any).
- The in-platform message thread (we never accept screenshots of off-platform DMs — they can be forged).
- Stripe payment records (authoritative for refunds).
- Dated, original photos or documents.
- Third-party verification (delivery receipts, contracts, etc.).
Possible outcomes
- Full refund to family — vendor at clear fault (no-show, undelivered service, fraudulent portfolio).
- Partial refund — work partially delivered or both parties share responsibility.
- Full payout to vendor — family cancelled after contract cutoff, or claim not supported by evidence.
- Platform credit— used when a refund isn't appropriate but the family's experience fell short.
Impact on vendor standing
Disputes resolved against a vendor:
- First: written warning + required acknowledgment.
- Second within 12 months: 30-day suspension + mandatory refund reserve.
- Third within 12 months: permanent removal.
We do not publicly disclose an individual dispute outcome, but repeated disputes may affect a vendor's visibility and ranking across the platform.
Bad-faith claims
Families who file claims found to be fraudulent (e.g. extortion attempts, threats of “I'll leave a bad review unless I get a refund”) are banned. We log the claim text and store it permanently.
Contact
Open a dispute from the booking thread. For anything urgent: thevendorsconnect@gmail.com