FAQ About The Resolution Center

If you, as a guest, think the host didn’t provide the experience as they listed, you can open a new case at the Resolution Center to request your money back. The host is asked to respond within 72 hours. If the host accepts your request within that duration, your order is refunded.

Yes, generally, for any order, you, as a guest, need to open your case at the Resolution Center before your payment for that order is transferred to the host; that is 120 hours after the event/session/occurrence ends. However, if you ask us to send your payment for an order to the host sooner, you won’t be able to request to open a case on that order anymore.

You can ask for a full refund, but in general, the host may not agree to a full refund if the reason is that you are not satisfied with your experience as listed. For a full refund, the host has to pay for all costs, including the payment gateway fee, which is not refundable for any reason. However, if it’s a fraud, you always have the right to ask for all your money back. If the host doesn’t respond in 72 hours, simply forward it to the Resolution Center. Please note that you must open your case within 120 hours after the event/session/occurrence ends (see also the previous question). 

The host may contact you, as a guest, personally to learn more about your dissatisfaction and then decide whether to accept your request or not. If both parties agree to a new refund amount, the host may decline your request, but you can change the amount and request again. Please note that the contact may happen but does not require the host to have the right to decide by his/her own desire before the case is forwarded to the Resolution Center. 

If the host accepts your request, then your order is refunded as your request. Please check the order details page for that order.

If the host declines your request, you have the right to send your request again (with an updated amount), forward your case to the Resolution Center, or simply close the case. If you choose to send your request again (with an updated amount), the host will have another 72 hours to make a decision. If you choose to forward your case to the Resolution Center, our Custom Service representative will review your proofs and make the final decision on your case. Please note that your proofs must be enclosed when opening the case. There’s no way to add new proof when forwarding your case to the Resolution Center.

If the host doesn’t respond to your request within 72 hours, you can forward your case to the Resolution Center. If the guest doesn’t take any action on the host’s response, the host can also forward the case to the Resolution Center and ask for a final decision. In both cases, our Customs Service representative will review your proof and make the final decision on your case. Please note that your proofs must be enclosed when opening the case. There’s no way to add new proof when forwarding your case to the Resolution Center.

You can go to “Support” from the menu, and choose “Go to the Resolution Center” at the top of the page. On the Resolution Center page, all open cases with the most recent status updates are listed. In addition, any important decision made by all parties in a case may result in a user notification to the guest or to the host. Checking “Notifications” on the menu is also helpful. 

For each event/session/occurrence, you can only open one case for it. If you choose to close that case on the event/session/occurrence, then the payment related to it is unlocked and transferred to the host, and there’s no way to open another case on it.

For any reason, if the host cancels an order, the order must be fully refunded. If your order has already been fully refunded, there’s no reason to keep your case open to request your money back. However, the case history is still available for your record.

No, you can’t. There’s no reason to open a case for a free order.