Dispute Resolution Policy

1. Scope

This policy applies to disputes arising from:

• Booking cancellations and refund claims;
• Property condition or service quality complaints;
• Payment discrepancies or unauthorised charges;
• Damage deposit deductions;
• Any other matter connected with a Heartistry Stays booking or stay.

2. Dispute Resolution Steps

Step 1 — Contact Heartistry Stays Directly

The first and mandatory step is to raise your concern directly with Heartistry Stays / Sarthak Shrivastava:

• Email: heatistrystays@gmail.com — Subject: "Dispute — [Booking Reference]"
• Phone/WhatsApp: +91 89898 93763
• Response time: We will acknowledge your complaint within 2 business days and aim to resolve it within 7 business days.

Please include in your communication: your full name, booking reference number, check-in date, property name, a clear description of the issue, and any supporting evidence (photographs, screenshots, etc.).

Step 2 — Escalate to Qord Support

If your complaint is not resolved to your satisfaction within 7 business days of Step 1, or if the dispute relates specifically to a payment collection or processing issue, you may escalate to Qord:

• Qord Support: qord.in
• Qord will review the matter and respond within 5 business days.
• Qord's authority is limited to matters within its scope as marketplace operator and payment collection agent — it cannot override Heartistry Stays' decisions on property-related matters.

Step 3 — Arbitration

If the dispute remains unresolved after Steps 1 and 2, either party may refer it to binding arbitration under the Arbitration and Conciliation Act, 1996 (India), as amended.

• Seat of arbitration: Bhopal, Madhya Pradesh, India
• Language: English
• Number of arbitrators: One (1), mutually agreed upon or appointed under the Act
• Governing law: Laws of India
• The arbitrator's decision shall be final and binding on both parties.
• Each party shall bear its own costs of arbitration unless the arbitrator orders otherwise.

3. Consumer Forum

Nothing in this policy prevents a Guest from approaching the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act 2019 (India). Guests may file complaints at the National Consumer Helpline (1800-11-4000) or via the INGRAM portal (consumerhelpline.gov.in).

4. Chargebacks

A chargeback is a reversal of a payment initiated by the Guest's bank or card issuer. Initiating a chargeback without first completing Steps 1 and 2 above constitutes a breach of these Terms. In the event of a disputed chargeback:

• Heartistry Stays and Qord reserve the right to provide EaseBuzz and the Guest's bank with all booking records, communications, and policy documentation to contest the chargeback;
• Guests who initiate unjustified chargebacks may be barred from future bookings;
• Any costs incurred by Heartistry Stays or Qord in contesting a chargeback may be claimed from the Guest.

5. Jurisdiction

Subject to the arbitration clause above, disputes not referred to arbitration shall be subject to the exclusive jurisdiction of the courts of Bhopal, Madhya Pradesh, India.

6. Contact Summary

Step	Contact	Response Time
1 — M/S Raghav Enterprises / Heartistry Stays	heatistrystays@gmail.com · +91 89898 93763	2 business days (acknowledgement), 7 days (resolution)
2 — Qord Support	qord.in	5 business days
3 — Arbitration	Per Arbitration & Conciliation Act 1996	Per arbitral proceedings