Dispute Resolution Procedure

Guiding Principle

Suaka's goal is fair, fast, and evidence-based resolution. We do not take sides — we follow the evidence, the contract, and our platform policies.

1. Types of Disputes Covered

2. Step 1 — Direct Communication (Optional, 48 Hours)

Before raising a formal dispute, we encourage Tenants and Hosts to attempt to resolve the issue directly via the Suaka in-app messaging system. This keeps a written record and often resolves straightforward issues quickly. If unresolved after 48 hours, proceed to Step 2.

3. Step 2 — Raise a Formal Dispute (Within Stated Deadlines)

How to Submit

• Log in to your Suaka account.
• Navigate to 'My Bookings' (or 'Agent Dashboard' for Agent disputes).
• Select the relevant booking and click 'Raise a Dispute'.
• Select the dispute type from the menu.
• Submit your written statement and all supporting evidence (photos, receipts, screenshots, correspondence).
• You will receive a confirmation reference number within 1 hour.

4. Step 3 — Suaka Review & Evidence Gathering

• Suaka's dispute team will review the submission within 2 business days.
• We may request additional evidence from one or both parties.
• Both parties have the opportunity to submit their evidence and written response.
• Suaka may contact both parties directly to clarify facts.
• All evidence is reviewed objectively against the Listing, contract, and platform policies.

5. Step 4 — Resolution & Ruling

Suaka's ruling is issued in writing to both parties. The ruling is final at the platform level. Approved refunds or payouts are processed within 5–10 business days following the ruling.

6. Escalation — External Arbitration

If either party believes Suaka's ruling was procedurally unfair (not merely because they disagree with the outcome), they may request a review within 14 days of the ruling. If the review does not resolve the dispute, either party may escalate to binding arbitration under the rules of the London Court of International Arbitration (LCIA). Arbitration costs are borne by the losing party unless the arbitrator determines otherwise.

7. What Suaka Will Not Do

• Suaka will not rule on disputes based purely on the word of one party without evidence.
• Suaka will not remove negative reviews simply because the subject of the review is unhappy.
• Suaka will not adjudicate disputes about events that occurred entirely off-platform.
• Suaka will not intervene in disputes where the deadline to raise the dispute has passed.