1. Who can submit complaints and what is covered
Authenticated provider users may submit business complaints through the web provider complaint form. Scope may include account access, billing/subscription status, Stripe Connect, payouts, booking payments, privacy, legal/policy concerns, platform bugs, safety or abuse issues, customer communication concerns, and other platform-related matters.
The complaint process is not a substitute for the provider's responsibility to handle service delivery, customer care, refunds, no-shows, product issues, or legal obligations connected with its own business.
2. How to submit and what to include
- Use the provider web complaint/support form where available.
- Include the company, location, account email, booking/payment reference, Stripe reference, customer communication reference, or other relevant identifiers.
- Explain what happened, when it happened, what impact it has, and what outcome is requested.
- Identify urgent security, privacy, safety, payment, or access concerns clearly.
3. Statuses, review, provider-visible updates, and internal notes
Complaint statuses may include OPEN, IN_REVIEW, WAITING_FOR_PROVIDER, RESOLVED, and CLOSED. Platform admins may review complaint details, update status, add provider-visible updates, and keep internal notes that are not shown to providers.
FoundBookings may request more information from the provider. The current workflow should not promise a fixed service-level agreement unless a production SLA is separately approved and implemented.
4. Limits and relationship to legal rights
A complaint cannot override applicable law, force a provider-customer dispute outcome, bypass Stripe or payment network rules, guarantee a refund or payout, or remove provider responsibilities for services, products, customers, staff, or compliance.
Nothing in this beta policy removes rights or remedies that cannot be limited by law. Providers should seek independent professional advice where needed.