Oniise Dispute Resolution Policy

This Dispute Resolution Policy explains how disputes are reported, investigated, reviewed, and resolved when disagreements arise between Clients, Verified Providers, Organizations, Enterprise Customers, or Oniise.

The dispute resolution process is designed to:

• Protect all parties fairly
• Maintain trust in the Oniise marketplace
• Preserve evidence
• Ensure payment protection
• Resolve disputes promptly
• Minimize fraud
• Support long-term marketplace integrity

This policy applies to disputes relating to service quality, incomplete work, payment disagreements, cancellations, no-shows, property damage, communication issues, fraud, professional misconduct, safety incidents, and enterprise service delivery. Disputes unrelated to Oniise bookings may fall outside the scope of this policy.

A dispute should be submitted through the Oniise platform as soon as reasonably possible after the issue occurs. The report should include:

• Booking reference and description of the issue
• Supporting evidence and desired resolution
• Any previous communication between the parties

Delays in reporting may affect Oniise's ability to investigate.

If a dispute is opened before payment is released, Oniise may place the payment on Payment Hold while the investigation is conducted. Payment Holds help ensure that funds remain protected until a decision has been made. Holding funds does not imply that either party is at fault.

Evidence may include:

• Photographs and videos
• Chat history and uploaded documents
• Invoices, receipts, and GPS records
• Timestamps, booking timelines, and inspection reports
• Witness statements

The quality and reliability of evidence may affect the outcome.

Verified Providers will normally be given an opportunity to respond to the allegations with explanations, supporting documents, photographs, work records, communication history, and additional evidence. Failure to respond may result in Oniise making a decision based on the available information.

Clients may also be asked to provide clarification or additional evidence where necessary. Failure to cooperate may affect Oniise's ability to fully assess the dispute.

Oniise's Trust & Safety Team may review booking history, payment records, communication logs, uploaded media, verification records, Trust Scores, GPS data (where available), platform activity, previous disputes, and compliance history. Investigations are conducted impartially.

Following an investigation, Oniise may determine:

• The booking was completed satisfactorily
• Additional work should be performed
• A partial refund is appropriate
• A full refund is appropriate
• Payment should be released or remain on hold temporarily
• Promotional credits should be issued
• Platform enforcement action is necessary

Outcomes depend on the evidence available.

Where appropriate, Oniise may encourage the parties to reach a mutually acceptable resolution including additional work, negotiated partial payment, partial or full refund, future service credit, booking rescheduling, or alternative Verified Provider assignment. Settlement agreements must comply with Oniise policies.

Positive impact: cooperative participation, professional communication, successful resolution.

Negative impact: repeated valid complaints, fraudulent claims, abusive behavior, refusal to cooperate.

Not every dispute affects Trust Scores.

Submitting knowingly false disputes is prohibited, including fabricated damage, false accusations, altered evidence, duplicate claims, and intentional misrepresentation.

Users who repeatedly become involved in disputes may be subject to additional review. Repeated disputes do not automatically indicate wrongdoing but may trigger enhanced monitoring, additional verification, compliance reviews, and Trust Score evaluation.

Enterprise Customers may have additional dispute procedures defined within their Enterprise Agreement or Service Level Agreement (SLA). Where applicable, those contractual provisions take precedence over this policy.

Verified Providers operate as independent service providers. Oniise facilitates bookings and dispute resolution but is not the direct provider of the underlying services unless explicitly stated.

Oniise aims to review disputes promptly. Complex disputes involving multiple parties, safety concerns, legal issues, fraud, or enterprise services may require additional time. Estimated timelines are not guarantees.

Either party may appeal a dispute decision where new information or evidence becomes available. Appeals should include reference to the original dispute, explanation of the appeal, and additional supporting evidence. Appeals are reviewed independently from the original investigation where practicable.

Following completion of the investigation and any appeal process, Oniise's decision will generally be considered final for platform purposes. Nothing in this policy prevents users from pursuing rights available under applicable law.

Where required by law, Oniise may cooperate with courts, regulators, law enforcement agencies, consumer protection authorities, and payment providers in connection with dispute investigations.

Information relating to disputes is handled confidentially. Details are shared only with the parties involved, authorized Oniise personnel, trusted service providers, and regulatory authorities where required.

Oniise reviews dispute trends to improve platform safety, provider quality, Trust Scores, verification standards, customer experience, and fraud prevention. Insights may be incorporated into future platform improvements.

This Dispute Resolution Policy may be updated periodically to reflect operational improvements, legal developments, and marketplace expansion. The latest version will always be available through the Oniise Legal Center.

Dispute Resolution Team: disputes@oniise.com

Trust & Safety Team: trust@oniise.com

Legal Team: legal@oniise.com