1. Purpose
This policy explains how UrbanBook handles complaints, disputes, refund disagreements, vendor issues, customer issues, delivery problems, booking conflicts, quality complaints, damage claims, safety reports, payment concerns, and support escalations.
2. First Step
Users should report problems as soon as possible through UrbanBook support, preferably from the relevant order, booking, listing, receipt, or message thread.
A strong complaint should include the reference number, date, vendor or customer name, clear description, photos or documents where relevant, communication history, amount disputed, desired outcome, and any urgent safety concerns.
3. Good-Faith Participation
Customers and vendors must cooperate honestly. They must not submit false evidence, alter screenshots, threaten the other party, hide important facts, pressure witnesses, delete relevant records, or use support to harass another person.
UrbanBook may refuse to continue a support process where a party acts abusively, dishonestly, or in bad faith.
4. What UrbanBook May Review
UrbanBook may review information provided by the customer, vendor, staff users, payment partners, delivery partners, platform records, support messages, photos, receipts, check-in records, cancellation timing, listing terms, and other relevant material.
UrbanBook is not required to disclose private review methods or internal risk indicators.
5. Possible Outcomes
Depending on the circumstances, UrbanBook may:
- Approve a full or partial refund.
- Deny a refund.
- Approve a credit, replacement, rescheduling, or re-performance.
- Require a vendor to correct an issue.
- Require a customer to pay an outstanding amount.
- Deduct damage, late, cleaning, cancellation, or missing item charges.
- Hold or release a vendor payout.
- Restrict, suspend, or remove a listing or account.
- Escalate a safety, legal, or regulatory matter.
- Close the complaint where evidence is insufficient or the matter is outside UrbanBook's role.
6. Time Limits
Users should raise complaints promptly. Delayed complaints may be harder to verify and may limit available remedies, especially for food, perishable items, pharmacy-related items, event entry, short services, check-ins, rentals, and damage claims.
UrbanBook may set category-specific reporting windows.
7. Vendor Cooperation
Vendors must respond to support requests within a reasonable time and provide relevant evidence. Repeated failure to cooperate may affect payouts, listing status, visibility, or vendor access.
Vendors must not retaliate against customers for raising honest complaints.
8. Customer Cooperation
Customers must respond to reasonable support questions and provide evidence where requested. If a customer does not respond, UrbanBook may close the case or decide based on available information.
Customers must preserve items, packaging, receipts, photos, and access evidence where relevant until the issue is reviewed.
9. Urgent Safety Issues
If there is immediate danger, users should contact emergency services or relevant authorities first. UrbanBook support can help with platform action, records, vendor contact, or escalation, but it is not an emergency response service.
10. Final Platform Decision
UrbanBook may make a final platform decision after review. This does not remove any legal rights a party may have under applicable law.