If a Traveller experiences an issue with a booking, they can start a dispute resolution procedure. Goboony provides this process to ensure a fair and efficient resolution for both you and the Traveller.
Our goal is to understand all perspectives and help both parties reach an agreement. If no agreement is reached, the Goboony Support Team will review all evidence and make a final decision.
Step-by-step guide to the dispute procedure
1. Traveller starts a dispute procedure ⌄
The Traveller can start a dispute due to an issue with an unfit vehicle or additional costs by going to their booking page and clicking ‘Start dispute procedure’. They will then select the type of issue they wish to dispute.
2. Traveller submits their dispute ⌄
The Traveller provides a detailed explanation of the issue, including the steps they took to resolve it with you. They will also describe their preferred resolution and submit supporting evidence such as documents, photos, and any relevant communication logs.
Important: Once submitted, the Traveller cannot add further evidence. You will have full access to all information they provide.
3. You respond to the dispute ⌄
Once the dispute is submitted, you will have 10 days to reply. This is your opportunity to share your side of the story, present your evidence, and propose a resolution. You can:
- Accept the Traveller’s dispute
- Refuse the dispute
- Refuse the dispute and make a counteroffer
Please provide as much detail as possible and upload supporting documents or photos. The Traveller will also have access to your submitted information.
Important: Once submitted, you cannot add further evidence.
If you accept the Traveller’s dispute: If you agree with the Traveller’s claim, no further action is required from the Goboony Support Team. Please reach out to the Traveller directly to arrange the agreed-upon resolution.
If you refuse the Traveller’s dispute: If you disagree with the dispute, the Traveller will have 10 days to review your response and submit a final reply.
4. Traveller submits their final reply ⌄
The Traveller can either accept your response or disagree and refuse your counteroffer. If they choose to continue the dispute, they must submit their final reply within 10 days.
If the Traveller accepts your response – The dispute is resolved, and the Goboony Support Team will take no further action. You and the Traveller should proceed with the agreed-upon resolution.
If the Traveller disagrees – The dispute is escalated to the Goboony Support Team for a final decision.
Important: The Traveller cannot add further evidence at this stage. You will have access to all submitted information.
What if I don’t reply to the dispute on time?
If you do not respond within 10 days, the Goboony Support Team will make a decision without your input. To ensure your side is considered, please respond within the given timeframe.
What if the Traveller wants to cancel the dispute?
If you and the Traveller reach an agreement before completing the dispute procedure, the Traveller can cancel the dispute at any time.