Seller-Buyer Direct Dispute Resolution Terms

Last Updated: January 17, 2026

This document supplements the General Terms and Conditions and specifically governs the relationship and dispute resolution process between Sellers and Buyers on the Home Meal App Platform.

1. Nature of Relationship

1.1 No Direct Contract

• Platform facilitates connections between Sellers and Buyers
• No direct contractual relationship exists between Seller and Buyer
• All transactions are subject to Platform Terms
• Platform is necessary party to all disputes

1.2 Platform as Intermediary

The Platform:

• Processes all payments
• Holds funds until order completion
• Mediates disputes
• Makes final decisions on refunds and compensation
• Enforces Terms on both parties

1.3 Binding Platform Decisions

By using Platform:

• Sellers agree: To accept Platform decisions on disputes, refunds, and chargebacks
• Buyers agree: To use Platform dispute resolution before external action
• Both agree: Platform's decision is final subject to arbitration

2. Order Terms (Seller-Buyer Agreement)

2.1 Binding Terms at Order Placement

When Buyer places order and Seller accepts:

• Contract Formed: Seller agrees to prepare meal as described
• Buyer Commits: To pay listed price and receive order
• Specifications: Meal description, price, and preparation time are binding
• Modifications: Require mutual consent through Platform

2.2 Seller Obligations

Seller warrants and agrees:

• ✅ Meal will match description and photos
• ✅ All ingredients will be disclosed accurately
• ✅ Food will be prepared safely and in sanitary conditions
• ✅ Preparation time estimate is realistic
• ✅ Allergen information is complete and accurate
• ✅ Packaging will be secure and appropriate
• ✅ Order will be ready for Driver pickup at agreed time

2.3 Buyer Obligations

Buyer warrants and agrees:

• ✅ Payment information is valid
• ✅ Delivery address is accurate and accessible
• ✅ Will be available during delivery window
• ✅ Will inspect order promptly upon delivery
• ✅ Will report issues honestly and timely
• ✅ Special requests/dietary restrictions disclosed accurately
• ✅ Will not misuse refund/dispute process

3. Communication Requirements

3.1 Platform Communication Only

• All Seller-Buyer communication must occur through Platform
• No exchange of personal contact information
• Platform monitors messages for policy compliance
• Messages are evidence in disputes

3.2 Required Communications

Seller must communicate:

• Acceptance or declination of order within 5 minutes
• Significant preparation delays immediately
• Out-of-stock ingredient substitutions before preparation
• Order ready for pickup status
• Any issues that may affect order

Buyer must communicate:

• Dietary restrictions and allergies at order placement
• Delivery instructions and access codes
• Unavailability or address changes ASAP
• Issues with order within specified timeframes

3.3 Prohibited Communication

Neither party may:

• ❌ Harass or abuse the other party
• ❌ Request or share contact information
• ❌ Coordinate payment outside Platform
• ❌ Make threats related to reviews or ratings
• ❌ Use discriminatory language
• ❌ Attempt to poach to competing platforms

4. Dispute Types and Resolution

4.1 Order Quality Disputes

Issue: Meal doesn't meet quality expectations

Process:

1. Buyer Reports: Within 30 minutes of delivery via app
2. Evidence Required: Photos of food, description of issue
3. Seller Notified: 24 hours to respond with explanation
4. Platform Reviews: Compare evidence, order history, patterns
5. Decision: Within 48 hours
6. Remedies: Full refund, partial refund, credit, or no refund

Factors Considered:

• Photos provided
• Meal description vs. reality
• Seller's rating and history
• Buyer's refund history
• Delivery time (did food get cold during long delivery?)
• Reasonableness of complaint

Decision Matrix:

4.2 Allergen and Safety Disputes

Issue: Undisclosed allergen or food safety concern

Process:

1. Immediate Report: Buyer reports immediately
2. Order Hold: Future orders from Seller may be paused
3. Investigation: Within 24 hours
   • Review meal listing for allergen disclosure
   • Check Buyer's order notes for allergy mention
   • Contact both parties
   • May contact health authorities if serious
4. Decision: Within 48 hours (expedited for health risk)

Outcomes:

• Seller's Fault: Full refund, $50-100 credit, Seller warning/suspension
• Buyer Didn't Disclose: No refund, educational notice
• Honest Mistake: Full refund, Seller corrects listing
• Serious Violation: Immediate Seller suspension, health dept. notification

Medical Expenses:

• Buyer may submit medical bills
• Reviewed case-by-case
• May require Seller's insurance (if applicable)
• Platform may facilitate but not liable for payment

4.3 Wrong Order / Missing Items

Issue: Received wrong order or incomplete order

Process:

1. Report: Within 15 minutes of delivery
2. Photos: Of what was received
3. Immediate Review: Verify with Seller what was prepared
4. Quick Decision: Within 2-4 hours

Typical Resolutions:

• Complete Wrong Order: Full refund, correct order re-made if possible
• Partially Wrong: Refund for incorrect items
• Missing Items: Refund for missing items only
• Delivery Driver Error: Full resolution, not charged to Seller

Seller Protection: If Driver took photo showing complete order at pickup, missing items may be Driver's issue.

4.4 Pricing Disputes

Issue: Buyer charged different price than expected

Process:

1. Review: Compare order confirmation vs. charge
2. Check: Promotion codes, surge fees, menu changes
3. Decision: Within 24 hours

Resolution:

• If price increased after order: Refund difference
• If Buyer misread price: No refund, educational notice
• If promotional code failed: Apply retroactively
• If unauthorized charge: Full refund immediately

4.5 Cancellation Disputes

Issue: Disagreement over cancellation fees or timing

Process:

1. Review Timeline: When order placed, accepted, cancelled
2. Check Reason: Why cancellation occurred
3. Verify: Seller's preparation status
4. Decision: Within 24 hours

Typical Outcomes:

4.6 Delivery Time Disputes

Issue: Order significantly late or not delivered

Process:

1. Check: Order timeline and Driver GPS data
2. Identify: Cause of delay (Seller prep, Driver issue, traffic, wrong address)
3. Decision: Within 24 hours

Responsibility Matrix:

• Seller Late: Credit/refund based on delay length
• Driver Issue: Platform handles, Buyer compensated
• Traffic/Weather: Platform credits for goodwill
• Wrong Address (Buyer): No compensation
• Never Delivered: Full refund if confirmed

5. Evidence and Documentation

5.1 Required Evidence

Buyers Should Provide:

• Photos of issue (clear, well-lit)
• Description of problem
• Comparison to listing (screenshots)
• Timeline of events
• Medical documentation (for allergic reactions)

Sellers Should Provide:

• Photos of meal before packaging
• Preparation timestamps
• Ingredient receipts (for allergen disputes)
• Communication logs
• Pickup photos (Driver received complete order)

5.2 Platform Evidence

Platform may consider:

• Order history (both parties)
• Rating patterns
• Previous disputes
• Message logs
• GPS and timing data
• Driver statements

5.3 Burden of Proof

• Quality Claims: Buyer provides photos, Seller explains
• Allergen Claims: Seller must prove disclosure, Buyer must prove they mentioned allergy
• Wrong Order: Buyer shows what received vs. what ordered
• Refund Abuse: Platform identifies patterns

6. Escalation Process

6.1 First Level - Automated/Support Agent

• Tier 1 support reviews based on standard criteria
• Decision within 24-48 hours
• Most straightforward cases resolved here

6.2 Second Level - Supervisor Review

When to Escalate:

• Dispute value over $50
• Complex factual issues
• Conflicting evidence
• Repeat issues with same user
• Request for review within 7 days of first decision

Supervisor Reviews:

• All evidence from both parties
• Platform data and history
• Precedent decisions
• Decision within 3-5 business days
• Supervisor decision is typically final

6.3 Third Level - Executive Review

Rare Escalation for:

• Disputes over $200
• Potential legal issues
• Media/reputation concerns
• Suspected fraud
• Appeals of supervisor decisions (exceptional circumstances)

Executive Team:

• Reviews within 5-7 business days
• May request additional evidence
• May involve legal review
• Decision is final for Platform purposes

6.4 External Escalation - Arbitration

If Platform process doesn't resolve:

• Either party may invoke arbitration per Terms
• Arbitration is binding
• AAA rules apply
• Arbitrator's decision is final and enforceable

7. Remedies and Compensation

7.1 Available Remedies

For Buyers:

• Full refund to payment method
• Partial refund (specific amounts)
• Platform credit (instant)
• Replacement order (if Seller agrees)
• Future discount codes
• Account credit for inconvenience

For Sellers:

• Protection from fraudulent refund claims
• Compensation for false allegations (rare)
• Removal of unfair reviews
• Account reinstatement after error

7.2 Compensation Limits

Maximum Compensation:

• Cannot exceed order value (except medical expenses)
• Platform credit may be added for severe issues
• Punitive damages not available
• Attorney fees not covered (except in arbitration if awarded)

7.3 Seller Chargebacks

If Buyer files credit card chargeback:

• Platform disputes on Seller's behalf (if valid order)
• If Buyer wins chargeback: Deducted from Seller earnings (if Seller's fault)
• If Platform wins: Buyer account may be suspended
• Chargeback fees charged to party at fault

8. Prevention and Education

8.1 Clear Expectations

Platform Provides:

• Templates for meal descriptions
• Allergen checklists
• Packaging guidelines
• Photo requirements
• Communication best practices

8.2 Rating System

• Both parties rate each other
• Low ratings trigger reviews
• Persistent issues result in account actions
• Positive ratings build trust

8.3 Quality Incentives

For Sellers:

• High ratings = better visibility
• Consistent quality = premium placement
• Low dispute rate = reduced fees (potential)

For Buyers:

• Fair reviewing builds seller trust
• Low dispute rate = account in good standing
• Honest reporting = faster resolutions

9. Prohibited Dispute Tactics

9.1 Blackmail and Threats

Strictly Prohibited:

• ❌ "Give me refund or I'll leave 1-star review"
• ❌ "Remove your complaint or I'll ban your account"
• ❌ Threats of legal action to coerce settlement
• ❌ Posting defamatory content online
• ❌ Harassing via multiple channels

Consequences:

• Immediate investigation
• Suspension during investigation
• Permanent ban for confirmed blackmail
• May pursue legal action

9.2 Fraud and False Claims

Examples:

• Claiming food not delivered when it was
• Staged photos to falsify issues
• Claiming allergies falsely for refunds
• Sellers using stock photos of better food
• Inflating dispute amounts

Platform Actions:

• Evidence preservation
• Pattern analysis across platform
• Account termination
• Collections for fraudulent refunds
• Legal prosecution for significant fraud

10. Governing Law and Jurisdiction

10.1 Three-Party Nature

Disputes Involve:

1. Buyer (party 1)
2. Seller (party 2)
3. Platform (necessary party - holds funds, enforces terms)

10.2 Applicable Law

• Platform Terms govern relationship
• Consumer protection laws apply
• Food safety regulations apply
• Contract law principles apply
• Local laws may override certain provisions

10.3 Direct Legal Action

Seller Suing Buyer or Vice Versa:

• Must exhaust Platform dispute process first
• Platform may be necessary party
• Arbitration requirement may apply
• Class actions waived

Practical Reality:

• Most disputes under $5,000
• Small claims court available (if arbitration waived locally)
• Attorney fees usually exceed dispute value
• Platform resolution is fastest and most practical

11. Updates and Modifications

11.1 Process Changes

Platform may update dispute resolution processes:

• To improve fairness
• To comply with legal requirements
• Based on user feedback
• To prevent fraud

Notice:

• Email notification
• Updated terms posted
• Material changes = 30 days notice

11.2 Precedent

• Past decisions don't bind future cases
• Each dispute decided on its own facts
• Platform maintains consistency where reasonable

12. Contact for Disputes

12.1 Initial Report

In-App: Report Issue button Email: disputes@home-meal.website Phone: +1 (555) 123-4567

12.2 Escalation

Supervisor: disputes-escalation@home-meal.website Executive: executive-disputes@home-meal.website

12.3 Legal

For legal matters: legal@home-meal.website

By using the Platform, Sellers and Buyers agree that Platform's dispute resolution process is the exclusive initial method for resolving disputes related to orders. This process is designed to be fair, fast, and binding on both parties, subject to arbitration rights under the General Terms.

Platform decisions are final subject to the arbitration process outlined in the General Terms and Conditions.

Effective Date: January 17, 2026 Version: 1.0