Dispute Resolution Policy
Dispute Resolution Policy
At EVÖQ, we are committed to ensuring that our platform operates fairly and efficiently for all users. While we strive to prevent disputes, we understand that disagreements can sometimes arise between users, including Service Providers, Clients, and Venue Owners. This Dispute Resolution Policy outlines how disputes will be handled within our platform and the steps both parties should follow to seek resolution.
By using EVÖQ, you agree to comply with this policy and attempt to resolve disputes in accordance with the procedures outlined below. Please read this document carefully.
1. Scope of the Policy
This Dispute Resolution Policy applies to all users of the EVÖQ platform, including:
Service Providers offering services (e.g., photography, videography, modeling, design).
Clients booking services or spaces.
Venue Owners listing spaces for rent.
Disputes may arise in various contexts, including but not limited to:
Service or booking cancellations.
Issues regarding payment, refunds, or charges.
Disputes regarding the quality of services provided.
Disagreements over booking terms or availability of space.
Violations of the platform’s Terms and Conditions or Community Guidelines.
2. General Principles
Good Faith Negotiation: EVÖQ encourages all parties to resolve disputes amicably and in good faith. Most issues can be resolved by direct communication between the parties involved.
Timeliness: Disputes must be raised in a timely manner. Delays in bringing up an issue may make it more difficult to resolve and could limit the options available for resolution.
Platform Role: EVÖQ acts as an intermediary but is not directly involved in the execution of services or agreements between users. We provide support to facilitate resolution but do not guarantee a specific outcome.
3. Initial Steps for Resolving a Dispute
Before escalating a dispute to EVÖQ for mediation, users should attempt to resolve the issue directly:
A. Direct Communication
Contact the Other Party: The first step is for the aggrieved party (either the Client, Service Provider, or Venue Owner) to directly contact the other party to discuss the issue. EVÖQ recommends that all communication be conducted through the platform's messaging system to ensure that records are kept.
Provide Documentation: The party raising the dispute should provide clear documentation or evidence supporting their claims (e.g., screenshots, receipts, contracts, or messages).
B. Resolution Attempts
Negotiation: Both parties should aim to negotiate a solution that works for both sides. This could include offering refunds, rescheduling services, or reaching a mutual agreement on compensation.
Time Frame for Resolution: The parties should agree on a reasonable time frame to resolve the dispute. Typically, EVÖQ encourages users to reach a resolution within 7 business days of the dispute being raised.
C. Outcome of Direct Negotiation
If the dispute is resolved through direct communication, both parties must confirm their resolution in writing, ensuring that both parties are clear on the outcome.
If the dispute remains unresolved after direct negotiation, the aggrieved party can escalate the matter to EVÖQ for mediation.
4. Mediation by EVÖQ
If direct resolution fails, the following process applies for mediation by EVÖQ:
A. Escalation to EVÖQ
How to Escalate: The user wishing to escalate a dispute to EVÖQ must submit a formal dispute request through our platforms support system or via email to [support@evoqstudios.com]. The dispute request must include:
A description of the issue.
A summary of any prior attempts at resolution.
Any relevant documentation or evidence (e.g., correspondence, contracts, booking details).
B. EVÖQ’s Role
Mediation: EVÖQ will review the submitted information and attempt to mediate the dispute. As a neutral party, EVÖQ will facilitate communication between both parties to help find a fair resolution.
Investigation: In some cases, EVÖQ may require additional documentation or evidence to conduct a thorough investigation into the dispute. Both parties are expected to cooperate fully.
Resolution Outcome: While EVÖQ will provide guidance and support during the mediation process, we are not obligated to make final decisions or impose binding resolutions. However, EVÖQ will make a recommendation based on the information available, and both parties are encouraged to follow it.
C. Time Frame for Mediation
EVÖQ will typically complete the mediation process within 10 business days of receiving the dispute request. However, this time frame may vary depending on the complexity of the dispute and the availability of all necessary information.
5. Binding Arbitration
If a dispute cannot be resolved through direct communication or mediation, the following arbitration procedure applies:
A. Agreement to Arbitrate
By using EVÖQ, users agree to resolve any unresolved disputes through binding arbitration rather than through court proceedings. This applies to all disputes, except those explicitly excluded by law.
B. Selection of Arbitrator
Neutral Arbitrator: The arbitration will be conducted by a neutral, third-party arbitrator chosen by both parties or, if the parties cannot agree, appointed by an arbitration organisation agreed upon by both parties.
Arbitration Location: The arbitration will take place in the United Kingdom, unless otherwise agreed by both parties.
C. Arbitration Procedure
The arbitration will follow the rules established by the chosen arbitration organisation. Typically, this involves a review of written submissions, a hearing, and a final decision made by the arbitrator.
Final Decision: The arbitrator’s decision will be binding on both parties, and no further appeals will be allowed.
D. Costs of Arbitration
Arbitration Fees: Each party will bear its own costs of arbitration, including legal fees, unless the arbitrator determines that one party is responsible for the other party's costs.
EVÖQ’s Fees: EVÖQ does not charge any additional fees for mediation or arbitration, though users may be responsible for any costs incurred from arbitration organisations.
6. Limitations of Liability
No Responsibility for Outcomes: EVÖQ is a neutral platform and is not liable for the outcome of any dispute. While we aim to facilitate the resolution process, we do not guarantee a favorable outcome for either party.
No Warranty: EVÖQ makes no warranty or representation that disputes will be resolved to the satisfaction of both parties. Users are encouraged to resolve disputes in a fair and reasonable manner.
7. Confidentiality
Confidential Process: All disputes, including mediation and arbitration, are confidential. Neither party may disclose the details of the dispute, mediation, or arbitration process to outside parties without the prior written consent of both parties, unless required by law.
Use of Information: Information provided during the dispute resolution process will only be used for the purpose of resolving the dispute.
8. Prevention of Abuse
Abusive Dispute Requests: EVÖQ reserves the right to suspend or terminate accounts for users who repeatedly initiate frivolous or abusive disputes. This includes disputes that are not raised in good faith or are designed to harass or intimidate other users.
Misuse of Dispute Process: The misuse of the dispute resolution process may result in disciplinary action, including removal from the platform.
9. Updates to the Dispute Resolution Policy
EVÖQ reserves the right to modify or update this Dispute Resolution Policy at any time. Any changes will be communicated through the platform or via email, and the updated policy will be made available for review. Continued use of the platform after such updates constitutes acceptance of the revised terms.
10. Contact Information
If you have any questions or concerns regarding this Dispute Resolution Policy, please contact us at:
Email: [support@evoqstudios.com]
Phone: [Phone Number]
Address: [Business Address]
At EVÖQ, we are committed to ensuring that our platform operates fairly and efficiently for all users. While we strive to prevent disputes, we understand that disagreements can sometimes arise between users, including Service Providers, Clients, and Venue Owners. This Dispute Resolution Policy outlines how disputes will be handled within our platform and the steps both parties should follow to seek resolution.
By using EVÖQ, you agree to comply with this policy and attempt to resolve disputes in accordance with the procedures outlined below. Please read this document carefully.
1. Scope of the Policy
This Dispute Resolution Policy applies to all users of the EVÖQ platform, including:
Service Providers offering services (e.g., photography, videography, modeling, design).
Clients booking services or spaces.
Venue Owners listing spaces for rent.
Disputes may arise in various contexts, including but not limited to:
Service or booking cancellations.
Issues regarding payment, refunds, or charges.
Disputes regarding the quality of services provided.
Disagreements over booking terms or availability of space.
Violations of the platform’s Terms and Conditions or Community Guidelines.
2. General Principles
Good Faith Negotiation: EVÖQ encourages all parties to resolve disputes amicably and in good faith. Most issues can be resolved by direct communication between the parties involved.
Timeliness: Disputes must be raised in a timely manner. Delays in bringing up an issue may make it more difficult to resolve and could limit the options available for resolution.
Platform Role: EVÖQ acts as an intermediary but is not directly involved in the execution of services or agreements between users. We provide support to facilitate resolution but do not guarantee a specific outcome.
3. Initial Steps for Resolving a Dispute
Before escalating a dispute to EVÖQ for mediation, users should attempt to resolve the issue directly:
A. Direct Communication
Contact the Other Party: The first step is for the aggrieved party (either the Client, Service Provider, or Venue Owner) to directly contact the other party to discuss the issue. EVÖQ recommends that all communication be conducted through the platform's messaging system to ensure that records are kept.
Provide Documentation: The party raising the dispute should provide clear documentation or evidence supporting their claims (e.g., screenshots, receipts, contracts, or messages).
B. Resolution Attempts
Negotiation: Both parties should aim to negotiate a solution that works for both sides. This could include offering refunds, rescheduling services, or reaching a mutual agreement on compensation.
Time Frame for Resolution: The parties should agree on a reasonable time frame to resolve the dispute. Typically, EVÖQ encourages users to reach a resolution within 7 business days of the dispute being raised.
C. Outcome of Direct Negotiation
If the dispute is resolved through direct communication, both parties must confirm their resolution in writing, ensuring that both parties are clear on the outcome.
If the dispute remains unresolved after direct negotiation, the aggrieved party can escalate the matter to EVÖQ for mediation.
4. Mediation by EVÖQ
If direct resolution fails, the following process applies for mediation by EVÖQ:
A. Escalation to EVÖQ
How to Escalate: The user wishing to escalate a dispute to EVÖQ must submit a formal dispute request through our platforms support system or via email to [support@evoqstudios.com]. The dispute request must include:
A description of the issue.
A summary of any prior attempts at resolution.
Any relevant documentation or evidence (e.g., correspondence, contracts, booking details).
B. EVÖQ’s Role
Mediation: EVÖQ will review the submitted information and attempt to mediate the dispute. As a neutral party, EVÖQ will facilitate communication between both parties to help find a fair resolution.
Investigation: In some cases, EVÖQ may require additional documentation or evidence to conduct a thorough investigation into the dispute. Both parties are expected to cooperate fully.
Resolution Outcome: While EVÖQ will provide guidance and support during the mediation process, we are not obligated to make final decisions or impose binding resolutions. However, EVÖQ will make a recommendation based on the information available, and both parties are encouraged to follow it.
C. Time Frame for Mediation
EVÖQ will typically complete the mediation process within 10 business days of receiving the dispute request. However, this time frame may vary depending on the complexity of the dispute and the availability of all necessary information.
5. Binding Arbitration
If a dispute cannot be resolved through direct communication or mediation, the following arbitration procedure applies:
A. Agreement to Arbitrate
By using EVÖQ, users agree to resolve any unresolved disputes through binding arbitration rather than through court proceedings. This applies to all disputes, except those explicitly excluded by law.
B. Selection of Arbitrator
Neutral Arbitrator: The arbitration will be conducted by a neutral, third-party arbitrator chosen by both parties or, if the parties cannot agree, appointed by an arbitration organisation agreed upon by both parties.
Arbitration Location: The arbitration will take place in the United Kingdom, unless otherwise agreed by both parties.
C. Arbitration Procedure
The arbitration will follow the rules established by the chosen arbitration organisation. Typically, this involves a review of written submissions, a hearing, and a final decision made by the arbitrator.
Final Decision: The arbitrator’s decision will be binding on both parties, and no further appeals will be allowed.
D. Costs of Arbitration
Arbitration Fees: Each party will bear its own costs of arbitration, including legal fees, unless the arbitrator determines that one party is responsible for the other party's costs.
EVÖQ’s Fees: EVÖQ does not charge any additional fees for mediation or arbitration, though users may be responsible for any costs incurred from arbitration organisations.
6. Limitations of Liability
No Responsibility for Outcomes: EVÖQ is a neutral platform and is not liable for the outcome of any dispute. While we aim to facilitate the resolution process, we do not guarantee a favorable outcome for either party.
No Warranty: EVÖQ makes no warranty or representation that disputes will be resolved to the satisfaction of both parties. Users are encouraged to resolve disputes in a fair and reasonable manner.
7. Confidentiality
Confidential Process: All disputes, including mediation and arbitration, are confidential. Neither party may disclose the details of the dispute, mediation, or arbitration process to outside parties without the prior written consent of both parties, unless required by law.
Use of Information: Information provided during the dispute resolution process will only be used for the purpose of resolving the dispute.
8. Prevention of Abuse
Abusive Dispute Requests: EVÖQ reserves the right to suspend or terminate accounts for users who repeatedly initiate frivolous or abusive disputes. This includes disputes that are not raised in good faith or are designed to harass or intimidate other users.
Misuse of Dispute Process: The misuse of the dispute resolution process may result in disciplinary action, including removal from the platform.
9. Updates to the Dispute Resolution Policy
EVÖQ reserves the right to modify or update this Dispute Resolution Policy at any time. Any changes will be communicated through the platform or via email, and the updated policy will be made available for review. Continued use of the platform after such updates constitutes acceptance of the revised terms.
10. Contact Information
If you have any questions or concerns regarding this Dispute Resolution Policy, please contact us at:
Email: [support@evoqstudios.com]
Phone: [Phone Number]
Address: [Business Address]