Dispute Resolution

Effective Date: [01-10-2025]
Last Updated: [01-10-2025]

This General Dispute Resolution Policy (“Policy”) forms an integral part of the Terms of Service of OH-Stay.com (“Company,” “we,” “us,” or “our”) and governs the procedures for addressing and resolving disputes between Hosts and Guests (collectively, “Users”) arising from the use of the OH-Stay.com platform (the “Platform”), including but not limited to short-term rental arrangements.

1. Purpose and Scope

1.1 The purpose of this Policy is to establish a clear, fair, and transparent process for resolving disputes that may arise between Users.

1.2 This Policy applies to all disputes related to, but not limited to:

• Reservation and booking issues;

• Misrepresentation of property listings;

• Condition, cleanliness, and functionality of short-term rental properties;

• Payment discrepancies and refund requests;

• Damage claims relating to short-term rental properties;

• Alleged breaches of the OH-Stay.com Terms of Service, Cancellation & Refund Policy, or other applicable policies.
  
  

1.3 This Policy specifically applies to short-term and long-term rental transactions conducted through OH-Stay.com, including stays for leisure, business, or temporary housing. 

2. Governing Principles

The dispute resolution process shall be conducted in accordance with the following principles:

• Neutrality: OH-Stay.com shall remain impartial and will not favour either party.

• Evidence-Based Review: Decisions shall be based on the documentation and evidence submitted by the parties.

• Timeliness: Disputes shall be reviewed and resolved within a reasonable period.

• Finality: Determinations made by OH-Stay.com under this Policy shall be considered final and binding with respect to short-term and long-term rental transactions facilitated through the Platform.

3. Resolution Process

3.1 Direct Negotiation

Users are encouraged to first resolve disputes directly through the Platform’s secure messaging system. OH-Stay.com strongly advises both parties to maintain open communication and attempt in good faith to reach a mutually acceptable resolution. Before engaging the OH-stay.com dispute resolution process.

3.2 Escalation to OH-Stay.com

If direct negotiation fails, either party may escalate the matter by filing a dispute with dispute@OH-Stay.com. The filing party must provide:

• A written statement of the dispute;

• Relevant evidence, including but not limited to photographs, receipts, and communication records;

• A description of the remedy sought.

3.3 Review and Determination

Upon receipt of a dispute, OH-Stay.com shall:

1. Notify the non-filing party;

2. Request additional documentation, if necessary;

3. Conduct an impartial review of all submitted materials;

4. Issue a written determination within seven (7) business days, unless an extension is reasonably required. If additional time is required both parties in dispute will be notified of the required extention.

3.4 Remedies

OH-Stay.com may determine that:

• A full or partial refund is warranted;

• Funds may be withheld, redirected, or released;

• A damage claim is valid and enforceable;

• No action is required.

All determinations are binding with respect to short-term and long-term rental transactions conducted on the Platform.

4. Damage Claims

4.1 Hosts must submit any damage claims against Guests within forty-eight (48) hours of the Guest’s check-out from a short-term rental and long-term property. Claims submitted there after may not be considered.

4.2 Guests shall be entitled to dispute such claims by providing counter-evidence.

4.3 OH-Stay.com reserves the right to charge the Guest’s payment method, apply any security deposit, or withhold funds where a damage claim is substantiated.

5. Payments and Refunds

5.1 All payments and refunds shall be handled in accordance with OH-Stay.com’s Cancellation & Refund Policy.

5.2 OH-Stay.com may withhold funds in escrow pending the outcome of a dispute.

5.3 Refunds, where applicable, will be processed within a reasonable period following the issuance of a final determination.

6. External Remedies

Nothing in this Policy shall prevent Users from seeking independent legal remedies outside the Platform. However, Users expressly agree to exhaust the dispute resolution procedures set forth herein before initiating any external proceedings.

7. Amendments

OH-Stay.com reserves the right to amend, modify, or update this Policy at its sole discretion. Any such changes shall be effective immediately upon posting to the Platform. Continued use of the Platform constitutes acceptance of the revised Policy.