At CosyChats.com, we aim for every connection to be supportive and seamless. However, we recognise that disagreements can occur. This policy outlines how we handle disputes fairly, ensuring both the Customer and the CosyChatter are treated with respect.
Dispute Resolution Steps
Direct Resolution (Step One)
We encourage parents to resolve minor issues directly and amicably. If a session didn’t go as planned or there was a misunderstanding:
Communicate: Reach out to the other party via the platform to discuss what went wrong.
Be Fair: Consider the “unpredictability of parenting” that defines our community. Most issues can be solved with a simple apology or a rescheduled chat.
Escalation to CosyChats (Step Two)
If you cannot reach an agreement, or if the issue is serious (such as a total “no-show” or inappropriate conduct), CosyChats will act as an adjudicator.
Contact Us: Email contact@cosychats.com with your Booking ID and a summary of the dispute.
Evidence: Provide any relevant information, such as screenshots of messages or timestamps of missed calls.
Our Adjudication Process
Once a dispute is escalated, we will:
Review Both Sides: We will contact both the Customer and the CosyChatter to hear their version of events.
Fair Assessment: We will check if the Service Description was met and if our community guidelines were followed.
Final Decision: We reserve the right to make a final, binding decision. This may include issuing a full or partial refund, or awarding payment to the CosyChatter if the service was deemed to have been provided correctly.
Possible Outcomes
Full Refund: If the service was not provided or significantly misrepresented.
Reschedule: If both parties agree to try again at a more convenient time.
Credit: A voucher for a future session on the Booking Page.
No Action: If the dispute is found to be without merit or outside our control.
Conduct & Safety
Any reports of abusive, harassing, or harmful behaviour during a session or a dispute will be taken extremely seriously. We reserve the right to suspend or terminate the accounts of any user who violates our safety standards.
For more details on your rights, please review our Refund Policy and our Terms & Conditions.
Notice of Dispute Form
This Notice of Dispute form is designed to help users provide all the necessary information in one go, allowing the CosyChats team to investigate and resolve the issue as quickly as possible.
Notice of Dispute Form
To: contact@cosychats.com
Subject: Official Notice of Dispute – Booking ID: [Insert ID]
General Information
Full Name: [Your Name]
Account Email: [Your Email Address]
Booking ID: [Found in your confirmation email]
Date of Session: [Date]
Other Party Involved: [Name of the Customer or CosyChatter]
Nature of the Dispute
Please select the primary reason for this notice:
Service Not Provided: The other party did not show up or connect.
Technical Issues: Connection problems prevented the session from happening.
Quality of Service: The session did not meet the description or was unsatisfactory.
Conduct Issue: Inappropriate behaviour or breach of community guidelines.
Payment/Refund Discrepancy: Issue with the amount charged or refunded.
Dispute Details
Please provide a brief, factual description of what happened:
[Insert details here. Please be as specific as possible regarding times, attempts to contact the other party, and the specific nature of the problem.]
Attempt at Direct Resolution
Did you attempt to resolve this directly with the other party before contacting us?
Yes (Please summarize their response below)
No (Please explain why, e.g., safety concerns or no response received)
Desired Outcome
What would you consider a fair resolution? (e.g., full refund, partial refund, rescheduled session, or account investigation).
[Insert your preferred resolution here]
What happens next?
Acknowledgement: You will receive an automated confirmation that we have received your dispute.
Review: A member of our team will review the details and, if necessary, contact the other party for their account of events.
Resolution: We aim to provide a final decision within 3–5 working days.
Note: For your privacy and security, please do not include sensitive personal information (like bank details) in this form. If we need further payment details to process a refund, we will request them via a secure channel.