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Dispute Procedure

Last updated: 2024-01-01

Purpose: This guide is designed to help users and businesses understand and navigate the dispute process with My Pet Walker.

Step 1: Dispute Initiated

What to Do:

  • When you have a dispute, it will be logged into our system automatically.
  • You will receive a notification confirming that the dispute has been recorded.

What We Need:

  • Details of the dispute, including any relevant screenshots or documentation.

Step 2: Contact from My Pet Walker

What to Do:

  • A representative from My Pet Walker will contact you to discuss the dispute.
  • You will need to decide whether to accept the dispute or challenge it.

Options:

  • Accept: If you agree with the dispute, we will move to resolve it and close the case.
  • Challenge: If you disagree with the dispute, we will proceed to gather and review evidence.

Step 3: Accept Dispute (Case Closed)

What to Do:

  • If you accept the dispute, no further action is needed from your side.
  • The case will be closed, and you will receive a confirmation of resolution.

Step 4: Dispute in Process (Gather Evidence)

What to Do:

  • If you challenge the dispute, start gathering all relevant evidence to support your case.
  • This includes receipts, communication logs, screenshots, or any other pertinent information.

Timeline:

  • You have 16 days from the initiation of the dispute to submit all evidence.

Step 5: Submit Evidence

What to Do:

  • Submit the gathered evidence to My Pet Walker for review.
  • Ensure that all documentation is clear and comprehensive.

Step 6: Evidence Review and Submission

What to Do:

  • My Pet Walker will review the evidence you provided.
  • We will then submit this evidence to Stripe for final evaluation.

Timeline:

  • The submission of evidence must occur within the 16-day evidence collection period.

Step 7: Dispute Resolved

What to Do:

  • Once Stripe makes a decision, you will be notified of the outcome.
  • No further action is needed if the dispute is resolved.

Outcome:

  • The case will be marked as resolved and logged in our system.
  • You will receive a final notification confirming the resolution.

Contact Information

If you have any questions or need assistance at any stage of the dispute process, please contact our support team through any of the following channels:

  • Phone: +447360001025
  • Text: +447360001025
  • WhatsApp: +447360001025
  • In-app Live Chat
  • Email: hello@mypetwalker.co.uk
  • Facebook: facebook.com/mypetwalker
  • Instagram: instagram.com/mypetwalker