In the unfortunate event a Traveller experiences any issues with a booking, they have the option of starting a dispute resolution procedure. Goboony offers this procedure to address a potential disagreement between you and the Traveller 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:
- Traveller starts a dispute procedure
The traveller can start a dispute procedure due to an issue with an unfit vehicle or an issue with the additional costs by going to the booking page and clicking ‘Start dispute procedure’. Next, they can select the type of issue for which they want to start a dispute.
2. Traveller submits their dispute
The Traveller describes their reason for starting a dispute by answering the questions on their dashboard. This includes a description of the issue and the steps they took with you to attempt to resolve the issue. The Traveller is asked to be to the point, and state only the relevant facts. Next, they’re asked to describe their preferred outcome for the issue and how they’d like to be compensated. Finally, the Traveller uploads documents, photos and all other evidence supporting their dispute, including any logs of off-platform communication.
Please note: It is not possible for the Traveller to submit further evidence after this point. You will have access to all the information they submit.
3. Reply to the Traveller’s dispute
Once you have received the Traveller’s dispute, you have 10 days to respond. You can either accept the dispute, refuse the dispute, or refuse the dispute by making a counteroffer. You are asked to respond to the facts stated in the Traveller’s description of the issue and can upload documents, photos and all other evidence supporting your response.
Please note: It is not possible to submit further evidence after this point. The Traveller will have access to all the information you submit.
-If you accept the Traveller’s dispute
If you accept the Traveller’s dispute, the Goboony Support Team will take no further action. To finalise the dispute, please contact the Traveller as soon as possible to proceed with the agreed-upon action or compensation and make the necessary arrangements.
-If you refuse the Traveller’s dispute
If you refuse the Traveller’s dispute, they have 10 days to review your response and optional counteroffer and submit their final reply.
4. Traveller submits their final reply
The Traveller can either choose to agree or disagree with your response to their dispute and accept or refuse your potential counteroffer accordingly.
-If the Traveller agrees with your response
If the Traveller agrees with your response, the Goboony Support Team will take no further action. To finalise the dispute, please contact the Traveller as soon as possible to proceed with the agreed-upon action or compensation and make the necessary arrangements.
-If the Traveller disagrees with your response
If the Traveller disagrees with your response, they have 10 days to submit their final reply, after which the dispute will be sent to the Goboony Support Team.
Please note: It is not possible for the Traveller to submit further evidence at this point. You will have access to all the information they submit.
5. Await final decision Goboony Support Team
Once the Traveller has submitted their final reply, 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 making the necessary arrangements or take 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 Traveller on time?
If you don’t reply to the Traveller’s dispute within 10 days, the Goboony Support Team will make a final decision to resolve the dispute without taking your response into account.
What if the Traveller wants to cancel the dispute?
If you have already reached an agreement with the Traveller before completing the dispute procedure, the Traveller may cancel their dispute at any time.