Dispute Resolution Policy

1. Platform Role

PoolCures provides a communication channel between buyers and sellers for resolving disputes. We do not act as an arbitrator, mediator, or judge. We do not make binding decisions about the outcome of disputes. Both parties are responsible for reaching a resolution.

2. Raising a Dispute

Buyers may raise a dispute through the platform for the following reasons:

• Non-delivery: Product not received within the expected delivery window
• Not as described: Product materially differs from the listing description
• Damaged: Product arrived damaged
• Wrong item: Received a different product than ordered

3. Process

1. Buyer raises dispute with description and evidence (photos, documentation)
2. Seller is notified and has 48 hours to respond
3. Both parties communicate through the platform's dispute thread
4. If resolution is reached, the dispute is marked as resolved
5. If no resolution after 7 days, the dispute is escalated

4. Escalation

If a dispute cannot be resolved through the platform:

• Buyers retain full chargeback rights through their card issuer. You may initiate a chargeback for non-delivery or merchandise not as described through your bank or card company.
• Sellers may provide evidence to their payment processor (Stripe) to contest chargebacks.
• PoolCures will provide transaction records to both parties upon request.

5. Impact on Seller Rating

Unresolved disputes negatively impact seller ratings and may affect escrow tier. Sellers with excessive unresolved disputes may be suspended from the platform.

6. Contact

Dispute questions: poolcures@gmail.com