How to Resolve a Booking Dispute

If you encounter an issue during or after a booking that requires resolution, DanberKidz provides a structured process for addressing booking disputes. Follow the steps below to ensure your concerns are reviewed and resolved promptly.

Step 1: Identify the Issue

• Clearly define the nature of the dispute (e.g., overcharged amount, booking duration discrepancy, caregiver’s behavior, or service quality).
• Gather any supporting details, such as screenshots, messages, or receipts, to help explain the situation.

Step 2: Go to DanberKidz Support

• Open the app and navigate to the Account Menu.
• Select DanberKidz Support to access the support page.

Step 3: Submit a Ticket

• On the support page, tap Submit a Ticket to begin creating a dispute request.

Step 4: Choose Parent or Caregiver Support

• Select the appropriate category:
  • Parent Support: If you are a parent disputing charges, booking details, or caregiver service.
  • Caregiver Support: If you are a caregiver disputing payment, booking details, or feedback received.

Step 5: Select the Topic "Booking Dispute"

• From the list of topics, choose Booking Dispute to ensure your issue is routed to the correct team.

Step 6: Provide Detailed Information

• Fill out the dispute form with the following details:
  • Booking ID: Locate this in your dashboard, booking history, or booking summary email.
  • Nature of Dispute: Clearly describe the issue.
  • Supporting Evidence: Attach any relevant screenshots, chat logs, or other documentation.
  • Desired Resolution: State how you would like the issue to be resolved (e.g., refund, review, or follow-up action).

Step 7: Submit the Ticket

• Once all details are complete, tap Submit. Your ticket will be sent to the appropriate support team for review.

Step 8: Await a Response

• The support team will review your dispute and may contact you for additional information.
• You will receive updates on your ticket through email or app notifications.

Step 9: Collaborate for Resolution

• Be responsive to any requests for further clarification or evidence from the support team.
• If necessary, a resolution specialist may mediate the dispute.

Step 10: Final Resolution

• Once the support team completes their review, you will receive a final decision and resolution.
• If the dispute is resolved in your favor, any refunds or adjustments will be processed through Stripe and reflected in your account.

Additional Notes:

• Disputes must be reported within 7 days of the booking’s end time to ensure proper review.
• For urgent disputes involving safety or serious incidents, contact Safety & Compliance instead of Parent or Caregiver Support.