1. Contact the other party through the StayLonger messaging system
2. Clearly describe the issue and what you're seeking to resolve
3. Remain respectful, professional, and solution-focused
4. Allow reasonable time for the other party to respond (24-48 hours)
5. Try to reach a mutual agreement

• Address issues promptly: Don't wait until after check-out to raise concerns.
• Be specific: Clearly articulate the problem and provide details.
• Stay constructive: Focus on solutions rather than blame.
• Document everything: Keep records of all communications and evidence.
• Be reasonable: Consider the other party's perspective and be willing to compromise.

Use the Resolution Center when:

• You've attempted to communicate directly without success
• The other party is unresponsive after 48 hours
• The dispute involves safety or security concerns
• You need assistance with refunds or payments
• You believe there has been a violation of our policies

1. Log in to your StayLonger account
2. Navigate to "My Bookings" or "My Listings"
3. Select the relevant booking
4. Click "Resolution Center" or "Report an Issue"
5. Choose the dispute type and describe the issue
6. Upload supporting evidence (photos, messages, receipts)
7. Submit your dispute request

Alternatively, email our support team at [email protected] with your booking reference number and detailed explanation.

Disputes must be submitted within the following timeframes:

• Property condition issues: Within 24 hours of check-in
• Property damage claims: Within 14 days of check-out
• Payment disputes: Within 60 days of the charge
• Other disputes: Within 30 days of the incident or check-out date

Late submissions may not be eligible for resolution. Contact support immediately if you encounter any issues.

Examples: Property doesn't match listing, cleanliness issues, missing amenities, safety hazards.

Resolution: StayLonger may offer partial refunds, alternative accommodations, or require the host to remedy the issue.

Examples: Guest-caused damage to property, missing items, excessive cleaning required.

Resolution: StayLonger reviews evidence from both parties and may charge the guest for verified damages or deny unsubstantiated claims.

Examples: Disagreement about refund amounts, cancellation reasons, policy interpretation.

Resolution: StayLonger applies the applicable Cancellation Policy and reviews extenuating circumstances if applicable.

Examples: Unauthorized charges, incorrect amounts, refund processing issues.

Resolution: StayLonger investigates payment records, processes corrections, and issues refunds when appropriate.

Examples: Violations of house rules, noise complaints, disrespectful behavior.

Resolution: StayLonger reviews evidence, may issue warnings, and can suspend or terminate accounts for serious violations.

Examples: False or defamatory reviews, retaliatory reviews, review guideline violations.

Resolution: StayLonger reviews the content against our review policies and may remove or modify reviews that violate guidelines.

1. Case Review: Our team reviews the dispute submission and all provided evidence.
2. Information Gathering: We may request additional information or documentation from both parties.
3. Both Parties Notified: The other party is notified of the dispute and given an opportunity to respond (typically 48 hours).
4. Evidence Evaluation: Our team evaluates all evidence objectively, including photos, messages, booking details, and any other relevant information.
5. Proposed Resolution: We propose a fair resolution based on our policies and the evidence provided.
6. Final Decision: If both parties agree, the resolution is implemented. If not, StayLonger makes a binding decision.

StayLonger's mediation team is trained to remain neutral and objective. Our goal is to reach a fair outcome based on:

• Platform policies and guidelines
• Evidence provided by both parties
• Industry best practices
• Applicable laws and regulations
• Past precedents in similar cases

• Photos and Videos: Timestamped images or videos showing property condition, damage, or issues.
• Message History: Communications between host and guest through the StayLonger platform.
• Receipts and Invoices: Proof of expenses, repairs, or replacement costs.
• Third-Party Reports: Police reports, repair estimates, professional cleaning invoices.
• Listing Details: Screenshots of the original listing description, photos, and amenities.
• Timestamps: Dates and times of incidents, communications, or property condition.

• Take photos/videos immediately when issues arise
• Keep all communications on the StayLonger platform
• Save receipts for all relevant expenses
• Note dates, times, and specific details of incidents
• Gather witness statements if applicable
• Preserve original evidence (don't edit or alter)

When parties cannot reach a mutual agreement, StayLonger has the authority to make binding decisions regarding:

• Refund amounts and payment adjustments
• Damage compensation
• Account suspensions or terminations
• Review removals or modifications
• Policy enforcement actions

If you disagree with StayLonger's decision, you may request an appeal:

1. Submit an appeal request within 14 days of the decision
2. Provide new evidence or information not previously considered
3. Explain why you believe the decision was incorrect
4. Send your appeal to <a href='mailto:[email protected]' class='text-primary hover:underline'>[email protected]</a>

Appeals are reviewed by a different member of our team. Appeal decisions are final and binding.

Once a decision is final:

• Refunds are processed within 5-10 business days
• Charges are applied to the appropriate party's account
• Account actions (warnings, suspensions) take effect immediately
• Reviews are removed or modified as determined
• Both parties are notified of the outcome

By using StayLonger, you agree that:

• Disputes will be submitted to binding arbitration in accordance with the Australian Arbitration Rules
• The arbitration will take place in Melbourne, Victoria, Australia
• The arbitrator's decision will be final and binding
• Each party will bear their own costs and expenses
• The arbitration will be confidential

The following disputes are not subject to arbitration:

• Small claims court matters within jurisdictional limits
• Intellectual property disputes
• Injunctive relief for immediate harm
• Disputes where arbitration is prohibited by law

You agree to resolve disputes on an individual basis and waive the right to participate in class actions, class arbitrations, or representative proceedings, except where such waivers are prohibited by law.

If you are an Australian consumer, you have rights under the Australian Consumer Law that cannot be excluded. These include:

• Right to a repair, replacement, or refund for major failures
• Right to compensation for damages and losses
• Right to cancel a service and obtain a refund in certain circumstances

For more information, visit the Australian Competition and Consumer Commission (ACCC) website: www.accc.gov.au/consumers

For users in the European Economic Area, you have the right to access alternative dispute resolution through the European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr

If you believe you have been the victim of fraud, illegal activity, or serious misconduct, you have the right to contact:

• Local law enforcement
• Consumer protection agencies
• Financial ombudsman or banking authorities
• Data protection authorities (for privacy concerns)