Dispute Resolution Policy
Effective date: 2026-05-13
SpaceHub provides a structured, on-platform process for resolving disagreements between guests and hosts about a specific booking. This policy explains how it works, what we will and will not adjudicate, and the timelines you can expect.
1. Scope
A dispute can be opened against any booking that has been confirmed on the platform. Typical grounds include:
- The space did not match the listing description or photographs.
- The space was not accessible at the booked time.
- Damage to the space attributed to the guest is contested.
- The host or guest behaved in a way that breached our General Conditions of Use.
- A payment was completed but the host claims it was not received, or vice-versa.
2. What we do not adjudicate
- Off-platform transactions or arrangements. Direct payments made outside SpaceHub are not covered.
- Criminal matters — these must be reported to the Mauritius Police Force.
- Personal-injury claims — please consult a lawyer.
- Disputes that have already been escalated to a court of competent jurisdiction.
3. How the process works
- Open a case. Either party can open a dispute from the booking page or via Disputes → New. You must provide the booking reference, a clear description of the issue, and the outcome you are seeking.
- Initial review. A SpaceHub moderator opens the case within 2 working days and notifies the other party. State changes from open to under review.
- Evidence exchange. Both parties can post messages and attach evidence (photographs, screenshots, receipts) through the case thread. We may move the case to awaiting evidence and ask for specific items.
- Decision. A second moderator independently reviews the case file and issues a written decision. State changes to resolved or rejected. We aim to decide within 14 working days of opening.
- Remedy. Where SpaceHub finds in favour of the complainant, we may issue a full or partial refund, credit, or loyalty-point adjustment. Refunds are processed via the original payment channel.
4. Standard of decision
Decisions are made on the balance of probabilities, based on the evidence in the case file and the listing as it appeared at the time of booking. SpaceHub is not a court; we cannot compel testimony or award damages beyond the booking total.
5. Confidentiality
Case content is visible to the two parties and to SpaceHub moderators with the disputes scope. We do not share case details with third parties unless required by law or court order. Anonymised statistics may be published in our market report.
6. Bad-faith claims
Repeated bad-faith disputes (frivolous, retaliatory, or duplicate cases against the same booking) may result in suspension of the account under section 5 of our General Conditions.
7. Escalation
If you are dissatisfied with the SpaceHub decision, you may seek independent recourse through the Mauritius courts. SpaceHub decisions do not waive your statutory rights.
8. Contact
For questions about the dispute process or to escalate an open case to senior moderation, write to disputes@spacehub.mu.