Dispute Resolution Policy

Introduction

RoomFinderAI provides a structured dispute resolution process to address conflicts between users. This policy outlines how disputes are filed, reviewed, mediated, and resolved.

Important: This policy applies to disputes between Users (landlord-tenant, roommate, sublease conflicts). For disputes with RoomFinderAI itself, see our Terms of Service - Section 10.

3-Step Resolution Process

Informal Resolution (7 Days)

Goal: Resolve the issue directly between parties before escalating

✓

Communicate through Platform messaging

Attempt to resolve directly with the other party (documented communication)

✓

Clearly state your concern

Explain the issue, what went wrong, and what you'd like to happen

✓

Allow 7 days for response

Give the other party reasonable time to address your concern

Success Rate: ~60% of disputes resolve during this phase when parties communicate in good faith.

Formal Dispute Filing (3-5 Business Days)

If informal resolution fails: File an official dispute through our platform

Submit dispute form

File your dispute with details, evidence, and desired outcome

Receive case number

Unique identifier (DSP-2026-XXXXX) for tracking your case

Initial review

RoomFinderAI team reviews within 3-5 business days

Notify respondent

Other party notified and given chance to respond with their evidence

Required Information:

Dispute type (scam, security deposit, harassment, etc.)
Detailed description of what happened
Evidence (screenshots, photos, documents, messages)
Desired resolution outcome

Mediation & Resolution (10-15 Business Days)

Platform mediator facilitates resolution: Neutral third party helps both sides reach agreement

Mediator assignment

Trained RoomFinderAI mediator assigned to your case

📊

Evidence review

Mediator reviews all submitted evidence from both parties

💬

Facilitated communication

Mediator helps parties communicate through dispute messaging system

✅

Resolution proposal

Mediator proposes fair resolution based on evidence and platform policies

Possible Outcomes:

Mutual Agreement: Both parties agree to resolution terms
Refund/Compensation: Financial remedy ordered
Warning Issued: Violating party receives warning
Account Suspension: Temporary or permanent ban for severe violations
Listing Removal: Fraudulent/violating listings taken down
No Action: Insufficient evidence or no policy violation

Common Dispute Types

🚨

Scams & Fraud

Fake listings, phishing, payment fraud, identity theft

⚡ Immediate priority

💰

Security Deposits

Unfair deductions, non-return, missing itemization

Most common dispute type

🏠

Listing Misrepresentation

Inaccurate photos, hidden fees, false amenities

⚠️

Harassment & Discrimination

Unwanted contact, threats, discriminatory practices

⚡ Immediate priority

🔧

Property Condition

Unaddressed repairs, habitability issues

📄

Lease Violations

Contract breaches, unauthorized changes, illegal evictions

Your Rights During Disputes

✅ You Have the Right To:

Submit evidence and documentation
Respond to accusations with your side of the story
Upload additional evidence during mediation
Request updates on case status
Appeal decisions you believe are unfair
Withdraw your dispute at any time
Confidentiality of dispute details
Representation (you can have someone help you)

❌ You Do NOT Have the Right To:

Directly contact the mediator outside the platform
Demand specific punishments for the other party
Publicly share dispute details or evidence
File frivolous or harassing disputes
Retaliate against the other party
Guarantee of your preferred outcome

Evidence Guidelines

Strong Evidence Includes:

Screenshots: Messages, emails, text conversations (with timestamps)
Photos/Videos: Property condition, damages, repairs needed
Documents: Lease agreements, receipts, itemized statements, notices
Communication logs: Platform messages, call records
Financial records: Payment confirmations, bank statements, Venmo/Zelle transactions
Third-party reports: Inspection reports, police reports, code violation notices

Pro Tip: Document everything in real-time. Take photos when you move in, save all messages, and keep receipts. Evidence collected during the dispute is often less credible than contemporaneous documentation.

File Upload Limits:

Maximum 10 files per dispute
5MB per file
Accepted formats: JPG, PNG, PDF, DOCX
Files are stored securely and only visible to dispute parties and mediator

Timeline Expectations

Dispute Filed

You submit your dispute

Day 0

Initial Review

RoomFinderAI reviews and contacts respondent

Days 1-5

Response Period

Other party submits their evidence

Days 5-10

Mediation

Mediator facilitates resolution

Days 10-20

Resolution

Final decision communicated

Day 20-25

Note: Timelines are estimates. Complex cases may take longer. Urgent safety issues are expedited.

Appeals Process

If you believe the resolution was unfair or based on incorrect information, you may appeal:

Submit appeal within 14 days of resolution notification
Provide new evidence or explain why the decision was incorrect
Appeals reviewed by senior mediator (different from original mediator)
Decision final after appeal (no further appeals)

Important: Appeals are rarely overturned unless significant new evidence emerges or procedural errors occurred. The appeals process is not a "second chance" to argue the same points.

Need to File a Dispute?

If you've attempted informal resolution and the issue persists, file a formal dispute through our platform.