Dispute Resolution Policy

1. Scope

This covers disputes between users — for example customer↔vendor, customer↔planner, vendor↔planner, vendor↔temple, family↔community — and payment, booking, refund, quality, IP, fraud and abuse matters.

2. Our role

UtsavOS provides a neutral, structured process. We are not a party to the underlying contract and our facilitation is not arbitration unless expressly agreed.

3. Stages

Submission → evidence → acknowledgement → mediation → internal review → documented outcome → appeal. Escrowed funds remain held until resolution.

4. Evidence & audit

Both sides can upload evidence and view a timeline. Every action is recorded in an audit trail to support fair outcomes.

5. Outcomes & appeals

Outcomes include refund, release, redo or no action, each with written reasons. Either party may appeal once within the appeal window.

Contact

Questions about this document can be sent to our legal team. Grievances should go to the Grievance Officer for a tracked response.

• Legal: legal@utsavos.dev
• Privacy / Data Protection Officer: privacy@utsavos.dev
• Grievance Officer: grievance@utsavos.dev
• Trust & Safety: trust@utsavos.dev