In the unfortunate event you experience any issues with your booking, you have the option of starting a dispute resolution procedure. Goboony offers this procedure to address a potential disagreement between you and the Advertiser fairly and efficiently and aims to assist in reaching an agreement between both parties. If an agreement is not reached by the end of the dispute procedure, the Goboony Support Team will resolve the dispute.
Here’s how to navigate the dispute procedure step by step:
1. Start a dispute procedure
To start a dispute procedure due to an issue with an unfit vehicle or an issue with the additional costs, go to the booking page and click ‘Start dispute procedure’. Next, select the type of issue for which you want to start a dispute.
2. Submit your dispute
Describe your reason for starting a dispute by answering the questions on the dashboard. Start by explaining the issue and what steps you took with the Advertiser to resolve the issue. Please ensure that you are to the point, and state only the relevant facts. Next, describe your preferred outcome for the issue and how you’d like to be compensated. Finally, upload documents, photos and all other evidence supporting your dispute, including any logs of off-platform communication with the Advertiser.
Please note: It is not possible to submit further evidence after this point. The Advertiser will have access to all the information you submit.
3. Await the Advertiser’s response
Once you have submitted your dispute, the Advertiser has 10 days to respond. They can either accept your dispute, refuse your dispute, or refuse the dispute by making a counteroffer. They are asked to respond to the facts stated in your description and can upload evidence supporting their response.
Please note: It is not possible for the Advertiser to submit further evidence after this point. You will have access to all the information they submit.
-If the Advertiser accepts your dispute
If the Advertiser accepts your dispute, the Goboony Support Team will take no further action. To finalise the dispute, please contact the Advertiser as soon as possible to proceed with the agreed-upon action or compensation and make the necessary arrangements.
-If the Advertiser refuses your dispute
If the Advertiser refuses your dispute, you have 10 days to review their response and optional counteroffer and submit your final reply.
4. Submit your final reply
You can choose to agree or disagree with the Advertiser, and accept or refuse their potential counteroffer accordingly.
-If you agree with the Advertiser’s response
If you agree with the Advertiser’s response, the Goboony Support Team will take no further action. To finalise the dispute, please contact the Advertiser as soon as possible to proceed with the agreed-upon action or compensation and make the necessary arrangements.
-If you disagree with the Advertiser’s response
If you disagree with the Advertiser’s response, you have 10 days to submit your final reply, after which the dispute will be sent to the Goboony Support Team.
Please note: It is not possible to submit further evidence at this point. The Advertiser will have access to all the information you submit.
5. Await final decision Goboony Support Team
Once you have submitted your final response, the Goboony Support Team will review the stated accounts and accompanying evidence provided by both parties and decide how to resolve the dispute. Once a decision has been made, you will be notified of the outcome. This decision is final. Please proceed by taking the necessary action as stated by the Goboony Support Team. If either party is in disagreement, they must seek resolution through the appropriate channels.
What if I don’t reply to the Advertiser on time?
If you don’t reply to the Advertiser’s response within 10 days, the Goboony Support Team will make a final decision to resolve the dispute without taking your final reply into account.
What if I want to cancel the dispute?
If you have already reached an agreement with the Advertiser before completing the dispute procedure, you may cancel your dispute at any time.