1. INTRODUCTION

This Dispute Resolution Policy (“Policy”) establishes the official framework through which Bourmeg (“Platform”) manages, reviews, investigates, and resolves disputes arising between Clients (“Users”) and Vendors (“Service Providers”) in connection with services facilitated through the Platform.

Bourmeg operates as a technology-enabled intermediary that facilitates service discovery, booking, and transaction management between Users and Vendors. However, for the purpose of maintaining trust, platform integrity, and fair usage, Bourmeg also exercises controlled authority in dispute resolution, including the right to investigate, evaluate evidence, and make binding decisions within the scope of this Policy.

The objective of this Policy is to ensure a fair, transparent, structured, and time-bound dispute resolution process, while simultaneously protecting the Platform, its Users, and Vendors from misuse, fraud, and bad-faith conduct.

This Policy is designed not only to resolve standard disputes such as service quality issues, delays, and payment conflicts, but also to address complex scenarios including partial service completion, conflicting claims, fraudulent activity, misuse of the dispute system, and collusion between parties.

Bourmeg does not act as a traditional legal adjudicator, court, or arbitration body. Instead, it provides an internal dispute resolution mechanism based on platform rules, available evidence, system-generated data, and reasonable judgment. Accordingly, while Bourmeg aims to ensure fairness and consistency, it does not guarantee that dispute outcomes will satisfy any specific party.

By accessing or using the Platform, all Users and Vendors expressly acknowledge and agree to be bound by this Policy, including any decisions made by Bourmeg within its defined authority. Continued use of the Platform constitutes acceptance of any updates or modifications made to this Policy.

This Policy operates in conjunction with other legal documents of the Platform, including but not limited to the Terms of Service, Vendor Agreement, and Payment, Escrow & Refund Policy. In the event of any conflict, Bourmeg reserves the right to interpret and apply these documents in a manner that protects the integrity and operational stability of the Platform.

Bourmeg further reserves the right to enforce additional safeguards, controls, or restrictions as necessary to prevent abuse of the dispute system, ensure compliance with platform rules, and maintain a secure and trustworthy ecosystem.

2. DEFINITIONS

For the purposes of this Policy, the following terms shall have the meanings assigned to them below. These definitions are intended to ensure clarity, consistency, and enforceability across all dispute-related processes:

“Platform” refers to Bourmeg, including its website, mobile applications, systems, and all associated services.

“User” / “Client” refers to any individual or entity that books or avails services through the Platform.

“Vendor” / “Service Provider” refers to any individual or entity offering services through the Platform.

“Dispute” means any disagreement, claim, or conflict arising between a User and a Vendor in relation to a service transaction, including but not limited to issues of service quality, non-performance, delay, payment, or conduct.

“Claim” means a formally submitted dispute raised by a User or Vendor through the Platform’s designated dispute channels.

“Evidence” includes, but is not limited to, photographs, videos, audio recordings, chat logs, invoices, documents, metadata, system logs, or any other material submitted to support or defend a claim.

“Completion” means the stage at which a Vendor marks a service as completed on the Platform, subject to acceptance or rejection by the User within the defined timeframe.

“Partial Completion” refers to a scenario where a service has been performed only in part, and not in full accordance with the agreed scope of work.

“Resolution” means the final determination made by the Platform regarding a Dispute, including decisions related to fund release, refund, penalties, or account actions.

“Escrow Funds” refers to payments made by the User and held by the Platform in a secured, non-interest-bearing holding state until service completion or dispute resolution.

“Penalty” means any action taken by the Platform against a User or Vendor, including but not limited to monetary deductions, warnings, temporary restrictions, or permanent suspension.

“Abuse” refers to any misuse of the dispute system, including excessive, repetitive, malicious, or bad-faith dispute submissions, harassment through disputes, or attempts to manipulate outcomes.

“Fraud” means any intentional act of deception, including submission of false claims, fabricated evidence, misrepresentation of services, or attempts to unlawfully obtain funds.

“Collusion” refers to any coordinated activity between Users and Vendors intended to manipulate the Platform, including fake bookings, staged disputes, or artificial transactions.

“Risk Score” refers to an internal, system-generated or manually assessed indicator used by the Platform to evaluate suspicious behavior, misuse patterns, or potential fraud risk. The methodology of such scoring shall remain confidential.

“Inactivity” refers to failure of either party to respond, provide evidence, or take required action within the specified timelines during a dispute process.

“Appeal” means a formal request submitted by a User or Vendor seeking reconsideration of a dispute decision, subject to the conditions defined in this Policy.

“Platform Discretion” refers to the authority of Bourmeg to make decisions based on available evidence, system data, internal rules, and reasonable judgment, without obligation to disclose internal processes or logic.

“Non-Refundable Charges” refers to platform fees, commissions, taxes, or any other charges that are explicitly stated as non-reversible, regardless of dispute outcomes.

These definitions shall apply uniformly across this Policy and may also be referenced in other legal documents of the Platform. In case of ambiguity, Bourmeg reserves the right to interpret these definitions in a manner that protects platform integrity and operational stability.

3. SCOPE OF DISPUTES

This Policy applies exclusively to disputes arising from service transactions that are initiated, conducted, and completed within the Bourmeg Platform ecosystem.

3.1 Eligible Disputes

The Platform shall consider disputes relating to, including but not limited to:

Non-delivery of service after confirmed booking
Partial completion or incomplete execution of agreed services
Poor quality of service or deviation from agreed scope
Delay, no-show, or failure to adhere to scheduled timelines
Payment-related issues, including incorrect charges or non-release of funds
Misconduct, unprofessional behavior, or violation of platform guidelines
Disagreements arising from service completion confirmation (accepted/rejected work)

All disputes must be directly linked to a valid transaction recorded on the Platform.

3.2 Non-Eligible Disputes

The Platform reserves the absolute right to reject or refuse disputes that fall outside its defined scope, including but not limited to:

Services or agreements conducted partially or fully outside the Platform
Verbal or informal agreements not recorded within the Platform system
Disputes raised after the defined time window (as per Section 4), unless explicitly accepted at

Platform discretion

Dissatisfaction based solely on subjective preference without objective evidence
Minor issues that do not materially impact service delivery
Disputes arising from incorrect or incomplete information provided by the User
Requests that contradict previously accepted terms, scope, or deliverables
Situations where the User has already approved or accepted service completion without valid

grounds for reversal

3.3 Off-Platform Dealings

If a User and Vendor choose to:

communicate outside the Platform for critical service terms, or
modify scope, pricing, or conditions outside the Platform, or
complete transactions outside the Platform payment system,

then Bourmeg shall not be responsible for resolving any resulting disputes. Such cases may be rejected or deprioritized at the sole discretion of the Platform.

3.4 Platform-Controlled Interpretation

The Platform reserves the right to:

determine whether a dispute falls within scope,
classify the nature and category of the dispute,
accept, reject, or limit disputes based on internal criteria and system records.

Such determinations shall be made in good faith to maintain platform integrity, prevent misuse, and ensure efficient dispute handling.

3.5 Abuse of Scope

Repeated attempts to file disputes that fall outside the defined scope, or intentional misuse of the dispute system, may be treated as Abuse (as defined in Section 2) and may result in penalties, restrictions, or account suspension.

This Scope section is intended to clearly define the boundaries of the Platform’s responsibility in dispute resolution. Any disputes falling outside these boundaries may not be entertained, regardless of the circumstances, unless explicitly decided otherwise by Bourmeg.

4. DISPUTE INITIATION

To maintain a fair, efficient, and abuse-resistant dispute resolution system, all disputes must be initiated in accordance with the rules defined in this section.

4.1 Timeframe for Raising a Dispute

A dispute must be raised within 24 hours from the time of service completion, as recorded on the Platform.

“Service Completion” shall be determined based on system records, including Vendor

submission and User response.

If the User fails to take action within this timeframe, the service may be treated as accepted,

and the transaction may proceed toward closure.

🔹 Strict Rule:

Disputes raised beyond the 24-hour window shall be automatically rejected, except in exceptional circumstances where Bourmeg, at its sole discretion, decides to review the case.

4.2 Method of Submission

All disputes must be submitted through:

The official in-app dispute system, or
The designated support email provided by the Platform

Disputes raised through unofficial channels (e.g., personal communication, social media, or external messaging platforms) shall not be considered valid.

4.3 Mandatory Information Requirements

To initiate a valid dispute, the submitting party must provide:

A clear and detailed description of the issue
Relevant supporting evidence (as defined in Section 5)
Accurate transaction and service details
Any additional information requested by the Platform

Incomplete, vague, or misleading submissions may result in rejection or delay of the dispute.

4.4 Validation & Screening

Upon submission, disputes shall undergo an initial validation process, which may include:

Automated system checks for completeness and consistency
Detection of duplicate, repetitive, or suspicious claims
Preliminary eligibility assessment based on Section 3

The Platform reserves the right to:

Reject invalid or incomplete disputes
Request additional information before proceeding
Flag the dispute for further review under risk monitoring systems

4.5 Late Disputes

In rare and exceptional cases, the Platform may choose to review disputes submitted after the deadline, provided:

The delay is justified with valid reasoning, and
Supporting evidence is sufficiently strong

However, acceptance of late disputes is not guaranteed and remains entirely at the Platform’s discretion.

4.6 Multiple & Repetitive Disputes

While the Platform allows Users and Vendors to raise multiple disputes, the following conditions apply:

Repeated disputes on the same issue without new evidence may be rejected
Excessive or patterned dispute behavior may be flagged as Abuse
The Platform may impose restrictions, warnings, or penalties in such cases

4.7 False or Misleading Initiation

Any attempt to initiate a dispute with:

False claims
Fabricated or manipulated information
Intent to harass or delay

may result in immediate action, including:

Rejection of the dispute
Account penalties
Suspension or permanent ban (as per Section 11)

4.8 Platform Authority in Initiation

Bourmeg reserves the right to:

Accept or reject any dispute at the initiation stage
Classify the dispute type and priority
Route the dispute for automated or manual review

All such actions shall be taken to ensure system integrity, prevent misuse, and maintain fair processing for all Users.

This section ensures that only valid, timely, and properly supported disputes enter the resolution system, thereby reducing abuse and maintaining efficiency across the Platform.

5. EVIDENCE REQUIREMENTS

To ensure fair and accurate dispute resolution, all claims must be supported by clear, relevant, and verifiable evidence. The strength, authenticity, and completeness of submitted evidence shall play a critical role in determining the outcome of any dispute.

5.1 Acceptable Forms of Evidence

Evidence may include, but is not limited to:

Photographs and videos of the service before, during, or after completion
Audio recordings (where legally permissible)
In-app chat logs and communication records
Invoices, receipts, or work-related documents
Time-stamped records or metadata
Any other material deemed relevant by the Platform

All evidence must directly relate to the disputed service and transaction.

5.2 Evidence Quality & Relevance

Submitted evidence must be:

Clear, legible, and understandable
Directly relevant to the dispute
Properly contextualized with explanation (where necessary)

The Platform reserves the right to disregard evidence that is:

Irrelevant or unrelated
Excessively vague or unclear
Redundant without adding value to the claim

5.3 Authenticity & Integrity Requirement

All evidence must be genuine, original, and unaltered.

The following are strictly prohibited:

Edited, manipulated, or tampered media
Misleading representations or staged recordings
Fabricated documents or false records

🔹 Strict Consequence:

Submission of such evidence may result in:

Immediate rejection of the claim
Negative inference against the submitting party
Penalties, including account suspension or permanent ban

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5.4 Platform Verification & Forensic Rights

Bourmeg reserves the right to:

Independently verify submitted evidence using internal tools, system logs, or third-party

verification methods

Analyze metadata, timestamps, and digital patterns
Use AI-assisted or manual forensic techniques to detect manipulation or inconsistencies

The Platform is not obligated to disclose its verification methods, internal logic, or analysis process.

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5.5 Additional Evidence Requests

During the dispute process, the Platform may request:

Additional documentation
Clarifications or explanations
Raw/original files (uncompressed or unedited versions)

Failure to provide requested information within the specified timeframe may result in:

Delay in resolution
Rejection of the claim
Decision based on available evidence

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5.6 Burden of Proof

The responsibility to prove a claim or defense lies with the party submitting it.

Users must demonstrate service deficiency or issue
Vendors must demonstrate service completion and compliance

In cases where evidence is insufficient or inconclusive, the Platform may decide the matter based on:

System-generated data
Past behavior patterns
Reasonable judgment under Platform discretion

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5.7 Evidence Confidentiality

All submitted evidence shall be handled in accordance with the Platform’s Privacy Policy.

However, the Platform may:

Share relevant evidence with the opposing party (where necessary)
Use anonymized data for internal analysis, fraud detection, or legal compliance

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5.8 Refusal or Non-Cooperation

If a party:

Refuses to provide evidence, or
Submits incomplete or misleading information,

the Platform may draw an adverse inference and decide the dispute accordingly.

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This section establishes strict standards for evidence submission, ensuring that dispute outcomes are based on reliable, verifiable, and trustworthy information while preventing manipulation or misuse of the system.

6. DISPUTE REVIEW PROCESS (Hybrid System – Automated + Manual + Controlled Authority)

Bourmeg follows a structured, multi-layered dispute review system designed to ensure fairness, efficiency, and protection against misuse. The review process combines automated screening, human evaluation, and platform-controlled decision-making.

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6.1 Multi-Stage Review Framework

All disputes shall undergo one or more of the following stages:

(a) Automated Screening

Initial system-based checks to validate dispute data
Detection of inconsistencies, duplicate claims, or suspicious patterns
Risk flagging based on behavioral indicators and historical activity

(b) Manual Review

Human moderators evaluate submitted evidence, context, and communication records
Assessment of service scope, expectations, and actual delivery
Consideration of both User and Vendor perspectives

Complex, high-value, or high-risk disputes may be escalated to senior review teams
Additional scrutiny may be applied in cases involving fraud, collusion, or repeated violations

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6.2 Decision Factors

The Platform may consider, including but not limited to:

Quality, relevance, and authenticity of evidence
Service scope and agreed deliverables
Timeline adherence and communication between parties
System-generated logs, timestamps, and activity records
Historical behavior, risk indicators, and past disputes
Compliance with Platform rules and policies

No single factor shall be determinative; decisions shall be based on a holistic evaluation.

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6.3 Use of Automated & AI Systems

Bourmeg may use automated tools and AI-assisted systems to:

Detect fraud, abuse, or anomalies
Analyze patterns and risk signals
Assist in preliminary classification and prioritization

However:

Final decisions may involve human oversight
The Platform is not obligated to disclose the logic, algorithms, or internal functioning of such

systems

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6.4 Decision Timeline

Standard dispute resolution timeline: 3 to 7 business days
Complex or escalated cases may require additional time

The Platform may extend timelines where:

Additional evidence is required
Parties fail to respond on time
Technical or operational complexities arise

Users shall be notified of significant delays where applicable.

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6.5 Information Requests & Cooperation

During the review process, the Platform may:

Request additional evidence or clarification
Ask specific questions to either party
Require cooperation for verification

Failure to respond within the specified timeframe may result in:

Delay in resolution
Decision based on available information
Adverse inference against the non-cooperative party

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6.6 Platform Discretion & Authority

Bourmeg reserves full discretion to:

Determine the review path (automated, manual, or escalated)
Prioritize disputes based on severity and risk
Interpret evidence and system data
Override automated outputs where necessary

All decisions shall be made in good faith, with the objective of maintaining fairness, preventing misuse, and protecting platform integrity.

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6.7 No Obligation of Transparency

While Bourmeg aims to ensure fairness, it is not obligated to:

Disclose internal review processes
Share detailed reasoning behind every decision
Reveal system logs, risk scores, or detection methods

This is necessary to prevent manipulation and maintain system security.

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This structured review process ensures that disputes are handled through a balanced combination of automation, human judgment, and platform authority, enabling consistent, fair, and secure outcomes.

7. INTERIM ACTIONS (Fund Control, Account Restrictions & Preventive Measures)

During the pendency of any dispute, Bourmeg reserves the right to take temporary or precautionary actions (“Interim Actions”) to protect the interests of the Platform, Users, Vendors, and the integrity of the dispute resolution process.

These actions are preventive in nature and shall not be interpreted as a final decision or determination of fault.

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7.1 Fund Hold & Escrow Control

Upon initiation of a dispute:

All or part of the relevant transaction amount may be placed on hold within the Escrow system
Release of funds to the Vendor may be temporarily delayed
Refunds to the User may be paused until resolution

🔹 Important Conditions:

Escrow Funds shall remain in a non-interest-bearing state
Neither party shall be entitled to interest, compensation, or damages due to fund holding
Funds shall only be released in accordance with the final resolution or applicable rules

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7.2 Account-Level Restrictions

The Platform may impose temporary restrictions on either party, including but not limited to:

Limiting the ability to accept or create new bookings
Restricting withdrawals from wallet or earnings
Suspending certain features or access
Placing accounts under monitoring or review

Such restrictions may be applied based on:

Severity of the dispute
Suspicion of fraud or misuse
Risk indicators or past behavior

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7.3 Transaction & Activity Monitoring

During the dispute period, the Platform may:

Monitor related transactions and account activities
Flag or block suspicious actions
Prevent further financial movement linked to the dispute

This is done to prevent:

Fund manipulation
Evidence tampering
Escalation of misuse or fraud

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7.4 Escalation-Based Controls

In high-risk or sensitive cases, Bourmeg may:

Apply stricter account limitations
Extend fund holding duration
Escalate the matter to senior review or compliance teams

Such actions may be taken without prior notice where necessary to protect the Platform.

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7.5 No Presumption of Guilt

All Interim Actions are precautionary and:

Do not imply fault, liability, or wrongdoing
Shall not be considered as a final judgment
Are subject to revision or removal upon resolution

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7.6 Duration of Interim Actions

Interim Actions shall remain in effect:

Until the dispute is resolved, or
Until the Platform determines that such actions are no longer necessary

The duration may vary depending on the complexity, cooperation level, and nature of the dispute.

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7.7 Platform Authority

Bourmeg reserves full authority to:

Initiate, modify, or remove Interim Actions at any time
Apply different levels of control depending on risk assessment
Act in a manner necessary to ensure fairness, prevent misuse, and maintain system stability

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This section ensures that the Platform can maintain control, prevent abuse, and safeguard financial and operational integrity while a dispute is under investigation.

8. DECISION & OUTCOME (Fund Allocation, Refund Logic & Enforcement Actions)

Upon completion of the dispute review process, Bourmeg shall issue a final decision (“Resolution”) based on available evidence, system data, and platform rules. This decision shall determine the allocation of funds, applicable penalties, and any account-level actions.

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8.1 Types of Outcomes

Based on the evaluation, the Platform may take one or more of the following actions:

Release full payment to the Vendor
Approve full refund to the User
Approve partial refund based on service completion
Impose penalties, deductions, or adjustments
Issue warnings, restrictions, or account suspensions
Take no action where the claim is unsubstantiated

All outcomes shall be determined in accordance with Platform discretion and applicable policies.

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8.2 Partial Refund Framework (Structured)

In cases of Partial Completion, refunds and payouts shall be determined proportionately based on the extent of work completed.

Indicative framework:

0% – 25% completion: Minimal or no payout to Vendor; majority refund to User
25% – 50% completion: Proportionate payout and refund split
50% – 75% completion: Majority payout to Vendor; partial refund to User
75% – 100% completion: Near full payout to Vendor; minimal or no refund

🔹 Important Notes:

The above ranges are indicative and not binding
Final determination shall be made by the Platform based on evidence, scope, and actual work

completed

Exact percentage allocation may vary depending on case specifics

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8.3 Platform Discretion in Financial Decisions

Bourmeg reserves full authority to:

Determine the extent of service completion
Interpret evidence and contractual scope
Adjust payout or refund amounts accordingly
Override any claimed percentages if found inconsistent with evidence

Such decisions shall be final within the Platform’s dispute resolution system.

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8.4 Non-Refundable Charges

The following charges shall remain strictly non-refundable, irrespective of dispute outcome:

Platform fees
Service commissions
Applicable taxes
Any other explicitly stated non-reversible charges

These charges shall not be reversed, credited, or compensated under any circumstances.

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8.5 Penalties & Enforcement Actions

Where violations are identified, the Platform may impose:

Monetary deductions from wallet or escrow
Temporary restrictions on account activity
Suspension or permanent ban
Withholding or forfeiture of funds (in cases of fraud or abuse)

Penalties shall be proportionate to the severity and nature of the violation.

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8.6 Decision Finality (Platform-Level)

All decisions made by Bourmeg:

Shall be binding within the Platform ecosystem
Shall be implemented without undue delay
May include immediate execution of fund transfers or account actions

However, Users retain the right to pursue legal remedies as per applicable laws (subject to Section 10 and 14).

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8.7 No Guarantee of Favorable Outcome

While Bourmeg aims to ensure fairness and consistency:

It does not guarantee that any dispute will be resolved in favor of a specific party
Decisions are based solely on available information and system evaluation
In cases of insufficient or conflicting evidence, decisions may rely on reasonable judgment

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8.8 Execution of Outcome

Upon decision:

Escrow funds shall be released, refunded, or adjusted accordingly
Account-level actions shall be enforced
Relevant notifications shall be issued to both parties

Execution may be immediate or subject to operational timelines.

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This section defines how final decisions are made and enforced, ensuring clarity in financial outcomes, accountability for violations, and strong control over platform transactions.

9. APPEAL MECHANISM (Controlled Re-Review & Anti-Abuse Safeguards)

Bourmeg provides a limited opportunity for Users and Vendors to request a reconsideration of a dispute decision through an appeal process. This mechanism is designed to correct genuine errors, not to enable repeated or unnecessary challenges to valid decisions.

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9.1 Right to Appeal

Each party is allowed only one (1) appeal per dispute
The appeal must be submitted within 48 hours of the decision notification

Failure to submit within this timeframe shall result in automatic closure of the dispute with no further review.

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9.2 Grounds for Appeal

An appeal shall be considered valid only if it includes:

New and substantial evidence that was not previously submitted, or
A clear and justified explanation demonstrating an error in the original evaluation

Appeals based solely on disagreement with the outcome, without new supporting material, may be rejected.

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9.3 Appeal Review Process

Appeals shall be reviewed by a separate or senior review team
Additional scrutiny may be applied, including re-evaluation of evidence and system data
The Platform may request further clarification or documentation during the appeal

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9.4 Restrictions on Appeals

The following may result in rejection of the appeal:

Re-submission of the same evidence without new information
Frivolous, repetitive, or bad-faith appeals
Attempts to delay fund release or disrupt the process
Abuse of the appeal system as defined under Section 11

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9.5 Decision on Appeal

The decision made after appeal review shall be final and binding within the Platform
No further appeals, re-openings, or reconsiderations shall be entertained

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9.6 Penalties for Misuse of Appeal

If an appeal is found to be:

Misleading, fraudulent, or intentionally abusive,

the Platform may impose:

Immediate rejection of the appeal
Penalties or deductions
Account restrictions or suspension

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9.7 Execution After Appeal

Once the appeal decision is made:

The outcome shall be executed without delay
Funds shall be released or adjusted accordingly
Account actions, if any, shall be enforced

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This section ensures that the appeal process remains fair and effective while preventing unnecessary delays, repetitive challenges, and misuse of the system.

10. FINAL PLATFORM DECISION (Binding Authority & Legal Positioning)

Upon completion of the dispute resolution process, including the appeal stage (if applicable), the decision issued by Bourmeg shall be considered final and binding within the Platform ecosystem.

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10.1 Binding Nature of Decisions

All decisions made by Bourmeg:

Shall be binding on both Users and Vendors for all matters related to the Platform
Shall be implemented without further internal review or reconsideration
Shall include execution of financial outcomes, penalties, and account-level actions

No further internal escalation, re-opening, or re-evaluation shall be permitted after the final decision.

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10.2 Scope of Finality

The finality of the Platform’s decision applies strictly to:

Fund allocation and escrow release
Refund approvals or rejections
Penalties, suspensions, or account actions
Interpretation of evidence and dispute circumstances

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10.3 No Obligation for Detailed Justification

While Bourmeg aims to ensure fairness and consistency, it shall not be obligated to:

Provide detailed explanations for its decisions
Disclose internal reasoning, evaluation criteria, or system-generated insights
Share sensitive operational or technical data

This limitation is necessary to prevent system manipulation and protect platform integrity.

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10.4 Independence from Legal Adjudication

Bourmeg’s dispute resolution system:

Operates as an internal mechanism for platform-level conflict resolution
Does not constitute a court of law, arbitration tribunal, or judicial authority
Does not replace or override statutory legal rights available under applicable law

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10.5 Right to Legal Remedies

Nothing in this Policy shall restrict either party from:

Seeking remedies under applicable laws
Initiating legal proceedings or arbitration, subject to the provisions defined in this Policy

However:

Users are expected to complete the Platform’s dispute resolution process before initiating

external legal action

Platform records, decisions, and logs may be used as reference in such proceedings

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10.6 Platform Protection Clause

Bourmeg shall not be held liable for:

Dissatisfaction with the outcome of a dispute
Decisions made in good faith based on available information
Any indirect consequences arising from dispute outcomes

All decisions are made with the intent of maintaining fairness, preventing misuse, and ensuring operational stability.

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This section establishes Bourmeg’s authority to deliver final decisions within its ecosystem while preserving the legal rights of Users and Vendors under applicable law.

11. FRAUD, ABUSE & FALSE CLAIMS (Strict Enforcement & Anti-Cheating Framework)

Bourmeg maintains a zero-tolerance policy towards fraud, abuse, and misuse of the dispute resolution system. Any attempt to manipulate outcomes, exploit loopholes, or engage in dishonest practices shall result in strict enforcement actions.

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11.1 Fraudulent Activities

The following actions shall be treated as Fraud, including but not limited to:

Submission of false or misleading disputes
Fabrication or manipulation of evidence
Misrepresentation of service completion or quality
Attempting to obtain refunds or payments through dishonest means
Use of multiple accounts to influence dispute outcomes

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11.2 Abuse of Dispute System

Abuse includes:

Repeated or excessive disputes without valid grounds
Filing disputes with intent to harass, delay, or pressure the other party
Raising disputes after knowingly accepting satisfactory service
Misuse of appeal mechanisms
Attempting to exploit platform rules or timelines

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11.3 Collusion & Coordinated Fraud

Any coordinated activity between Users and Vendors intended to manipulate the Platform, including:

Fake bookings or staged transactions
Artificial dispute creation for financial gain
Mutual agreement to misuse platform incentives or refunds

shall be treated as Collusion and a serious violation.

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11.4 Risk Monitoring & Detection

Bourmeg may use internal systems, behavioral analysis, and automated tools to:

Detect suspicious patterns or anomalies
Assign risk indicators to accounts
Monitor repeated or coordinated activity

The Platform reserves the right to take action based on such indicators, even if direct evidence is limited.

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11.5 Enforcement Actions

In cases of Fraud, Abuse, or Collusion, the Platform may take one or more of the following actions:

Immediate rejection of disputes or claims
Monetary penalties or deductions
Temporary or permanent suspension of accounts
Blocking of devices, identities, or access points
Withholding, reversing, or permanent forfeiture of funds
Removal from the Platform ecosystem without prior notice

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11.6 Fund Seizure & Forfeiture

Where fraudulent activity is established or reasonably suspected:

The Platform reserves the right to seize, withhold, or permanently forfeit funds associated with

the transaction

Such funds may be retained by the Platform or adjusted as deemed appropriate under internal

rules

No compensation shall be provided in such cases.

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11.7 Adverse Inference

If a party is found to be:

Providing inconsistent statements
Refusing cooperation
Engaging in suspicious behavior

the Platform may draw an adverse inference and decide the dispute accordingly.

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11.8 Repeat Offender Policy

Accounts involved in repeated violations may be subject to:

Progressive penalties (warning → restriction → suspension → ban)
Permanent removal from the Platform
Restriction from re-registration or future access

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11.9 No Liability for Enforcement

Bourmeg shall not be held liable for:

Actions taken in good faith to prevent fraud or abuse
Loss of access, funds, or opportunities resulting from enforcement actions

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This section ensures strict control over fraudulent and abusive behavior, protecting the Platform ecosystem from manipulation, financial loss, and misuse.

12. LIMITATION OF LIABILITY (Legal Protection & Risk Allocation)

To the maximum extent permitted under applicable law, Bourmeg’s liability in relation to disputes, transactions, and services facilitated through the Platform shall be limited as set forth in this section.

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12.1 Intermediary Role

Bourmeg operates as a technology-enabled intermediary that:

Connects Users and Vendors
Facilitates service discovery, booking, and payment handling

Bourmeg does not:

Directly provide services
Control the actual execution of services
Guarantee the quality, safety, legality, or outcome of any service

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12.2 No Liability for Service Performance

The Platform shall not be held liable for:

Quality, completeness, or suitability of services provided by Vendors
Delays, cancellations, or non-performance
Acts, omissions, or conduct of Users or Vendors

All service-related responsibilities lie solely with the respective parties involved.

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12.3 Limitation of Financial Liability

In any event, Bourmeg’s total liability, if any, shall be limited to:

The value of the specific transaction under dispute

The Platform shall not be liable for any amount exceeding the transaction value, regardless of the nature of the claim.

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12.4 Exclusion of Indirect Damages

Bourmeg shall not be liable for:

Indirect, incidental, consequential, or punitive damages
Loss of profits, business opportunities, or reputation
Emotional distress or inconvenience
Any losses arising from reliance on Platform decisions

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12.5 No Guarantee of Dispute Outcome

While Bourmeg aims to provide a fair and consistent dispute resolution system:

It does not guarantee any specific outcome
Decisions are based on available information and reasonable judgment
Dissatisfaction with outcomes does not constitute liability

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12.6 Platform Actions in Good Faith

Any actions taken by Bourmeg, including:

Fund holding or release
Account restrictions or suspension
Enforcement of penalties

shall be considered as actions taken in good faith to maintain platform integrity and prevent misuse.

The Platform shall not be liable for any consequences arising from such actions.

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12.7 Third-Party Dependencies

Bourmeg shall not be responsible for failures or issues arising from:

Third-party payment gateways or banking systems
Network disruptions or technical failures
External services integrated with the Platform

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12.8 User Responsibility

Users and Vendors acknowledge that:

They use the Platform at their own risk
They are responsible for verifying service details, communication, and expectations
They accept the inherent risks associated with third-party service transactions

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12.9 Maximum Extent of Protection

All limitations stated in this section shall apply:

To the fullest extent permitted by applicable law
Regardless of the legal theory (contract, tort, negligence, etc.)

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This section ensures that Bourmeg’s liability is clearly limited, protecting the Platform from excessive legal exposure while maintaining its role as a facilitator rather than a direct service provider.

13. LAW ENFORCEMENT & COMPLIANCE (Legal Cooperation & Regulatory Obligations)

Bourmeg is committed to complying with applicable laws, regulations, and lawful requests from authorities. In cases involving serious violations, criminal activity, or legal requirements, the Platform may take necessary actions as outlined below.

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13.1 Cooperation with Authorities

Bourmeg reserves the right to:

Cooperate with law enforcement agencies, regulatory bodies, and government authorities
Respond to valid legal requests, notices, or court orders
Provide relevant information required for investigation or legal proceedings

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13.2 Data Sharing & Disclosure

Subject to applicable laws and the Platform’s Privacy Policy, Bourmeg may:

Share user information, transaction data, and dispute-related records
Disclose evidence, communication logs, or account activity
Provide system-generated data where required for legal or investigative purposes

Such disclosures may be made:

Without prior notice to the concerned User or Vendor, where legally permitted or required

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13.3 Investigation of Serious Violations

In cases involving:

Fraud or financial crimes
Identity theft or impersonation
Threats, harassment, or violence
Any unlawful activity

the Platform may:

Initiate internal investigation
Escalate the matter to relevant authorities
Suspend or restrict accounts during investigation

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13.4 Legal Holds & Data Preservation

Bourmeg may retain and preserve relevant data, including:

Dispute records
Transaction history
Communication logs

for:

Ongoing investigations
Compliance with legal obligations
Defense in legal proceedings

Such data may be retained beyond standard retention periods where required.

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13.5 Compliance with Applicable Laws

All Users and Vendors are required to:

Comply with applicable laws and regulations
Avoid engaging in any unlawful activity through the Platform

Violation of laws may result in:

Immediate enforcement actions by the Platform
Reporting to appropriate authorities

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13.6 No Liability for Legal Cooperation

Bourmeg shall not be held liable for:

Disclosure of information in compliance with legal obligations
Actions taken in response to lawful authority requests
Consequences arising from such cooperation

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This section ensures that the Platform operates within the legal framework, supports lawful investigations, and protects itself from liability when complying with regulatory or enforcement requirements.

14. ESCALATION TO LEGAL PROCESS & ARBITRATION (Pre-Litigation Control & Dispute

Escalation Framework)

This section governs the process through which disputes may be escalated beyond the Platform’s internal resolution mechanism.

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14.1 Mandatory Internal Resolution

Before initiating any legal action, both Users and Vendors agree to:

First utilize and complete the Platform’s internal dispute resolution process
Cooperate in good faith during the dispute and appeal stages

Failure to follow this requirement may result in:

Dismissal or weakening of claims in external proceedings
Consideration of non-compliance in legal or arbitration forums

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14.2 Right to Escalate

If a dispute remains unresolved after completion of the Platform’s dispute process:

Either party may choose to pursue legal remedies under applicable laws
Such escalation must comply with the terms outlined in this section

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14.3 Arbitration Preference

Where permitted under applicable law, disputes may be resolved through arbitration as an alternative to court litigation.

Arbitration shall be conducted in accordance with the Arbitration and Conciliation Act, 1996

(India)

A mutually agreed or Platform-designated arbitrator may be appointed
Proceedings may be conducted in a manner deemed appropriate under applicable rules

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14.4 Jurisdiction & Venue

All disputes shall be subject to:

Governing Law: Laws of India
Jurisdiction: Courts located in Ahmedabad, Gujarat

Unless otherwise required by law, parties agree to submit to the exclusive jurisdiction of these courts.

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14.5 Platform Records as Evidence

Users and Vendors acknowledge that:

Platform records, logs, communications, and dispute decisions
System-generated data and transaction history

may be used as evidence in any legal or arbitration proceedings.

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14.6 Limitation on Claims

To the extent permitted by law:

Claims must be brought within a reasonable time period
Delayed or stale claims may be subject to rejection

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14.7 Cost & Responsibility

Each party shall bear:

Its own legal costs, fees, and expenses
Unless otherwise directed by a court or arbitration authority

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14.8 Platform Non-Participation

Bourmeg shall not be obligated to:

Act as a party in disputes between Users and Vendors
Represent either side in legal or arbitration proceedings

However, the Platform may:

Provide records or cooperate where legally required

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This section ensures a structured transition from platform-level dispute resolution to formal legal processes, while maintaining control, clarity, and legal protection for the Platform.

15. GOVERNING LAW & JURISDICTION (Legal Framework & Interpretative Authority)

This Policy, along with all dispute-related processes conducted through the Platform, shall be governed by and interpreted in accordance with the laws of India.

Bourmeg operates within the Indian legal framework, and all rights, obligations, and interpretations arising from this Policy shall be subject to applicable statutes, regulations, and judicial principles recognized within the jurisdiction of India.

In order to ensure consistency, predictability, and legal clarity, all disputes, claims, or legal proceedings arising out of or in connection with this Policy, the Platform, or any transaction facilitated through it, shall fall under the exclusive jurisdiction of the competent courts located in Ahmedabad, Gujarat.

By using the Platform, all Users and Vendors expressly agree to submit to the jurisdiction of these courts and waive any objection to such jurisdiction on grounds including, but not limited to, inconvenience of forum or location.

This centralized jurisdiction framework is established to:

Avoid conflicting legal interpretations across different regions
Ensure efficient handling of disputes within a defined legal structure
Maintain consistency in enforcement and adjudication

In cases where any provision of this Policy is found to be invalid, unlawful, or unenforceable under applicable law, such provision shall be interpreted or modified to the extent necessary to make it enforceable, while preserving the intent of the original clause. The remaining provisions of this Policy shall continue to remain valid and enforceable.

Nothing in this section shall limit the Platform’s right to seek legal remedies, enforce its rights, or initiate proceedings in any other jurisdiction where such action is necessary for the protection of

its interests, enforcement of its policies, or compliance with legal obligations.

This section ensures that all legal matters related to the Platform are handled within a structured, predictable, and legally recognized framework, thereby strengthening enforceability and reducing ambiguity.

16. EMERGENCY & HIGH-RISK CASES (Safety, Urgent Action & Risk Mitigation)

While most disputes can be resolved through standard procedures, certain situations may involve immediate risk, safety concerns, or potential legal violations. This section outlines how such high-risk scenarios are handled.

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16.1 Definition of High-Risk Situations

High-risk or emergency cases include, but are not limited to:

Threats, harassment, or intimidation between parties
Physical violence or risk of harm during or after service delivery
Criminal activities, including theft, fraud, or illegal conduct
Situations involving coercion, blackmail, or unsafe working conditions
Any circumstance that poses an immediate risk to safety, property, or legal compliance

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16.2 Immediate User Responsibility

In emergency situations:

Users and Vendors are strongly advised to immediately contact local law enforcement

authorities

The Platform should not be relied upon as the primary emergency response system

Bourmeg does not provide real-time emergency services or physical intervention.

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16.3 Platform Immediate Actions

Upon becoming aware of a high-risk situation, Bourmeg may:

Temporarily suspend or restrict involved accounts
Freeze related transactions or Escrow Funds
Block further communication between parties
Escalate the case for urgent internal review

Such actions may be taken without prior notice to prevent escalation or harm.

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16.4 Priority Handling

High-risk disputes may:

Be fast-tracked for review and decision
Receive priority attention from senior or specialized teams
Be handled outside standard timelines where necessary

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16.5 Cooperation with Authorities

In cases involving potential criminal activity or serious violations:

The Platform may share relevant data with law enforcement agencies
Assist in investigations as required under applicable law

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16.6 Platform Limitation in Emergency Situations

Bourmeg:

Does not guarantee prevention of harmful incidents
Is not responsible for real-world actions of Users or Vendors
Cannot provide immediate intervention or physical assistance

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16.7 Preventive Measures & Risk Control

The Platform may implement preventive actions, including:

Monitoring high-risk accounts
Restricting access based on risk indicators
Removing Users or Vendors who pose safety concerns

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This section ensures that high-risk situations are handled with urgency, clarity, and appropriate escalation, while clearly defining the limits of the Platform’s responsibility and encouraging users to seek immediate external assistance when necessary.

17. PLATFORM AUTHORITY & CONTROL (Ultimate Operational Control & Enforcement

Rights)

Bourmeg retains full authority and control over all dispute-related processes, financial flows, and enforcement actions within the Platform. This authority is essential to maintain system integrity, prevent misuse, and ensure fair and consistent operation at scale.

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17.1 Absolute Operational Control

The Platform reserves the right to:

Hold, release, adjust, or reallocate funds within the Escrow system
Enforce decisions related to refunds, payouts, and penalties
Modify transaction outcomes based on dispute findings
Restrict or suspend accounts involved in disputes

All such actions may be taken in accordance with this Policy and related Platform rules.

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17.2 Decision Enforcement

Bourmeg shall have the authority to:

Execute dispute decisions without requiring additional consent from either party
Apply financial adjustments directly to wallets or Escrow balances
Enforce penalties, including deductions or account-level actions

Failure to comply with Platform decisions may result in further enforcement measures.

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17.3 Override & Exception Handling

In exceptional circumstances, the Platform may:

Override standard rules or processes
Apply alternative resolution methods
Take decisions beyond predefined frameworks

Such actions may be taken where necessary to:

Prevent fraud or abuse
Resolve complex or unique cases
Protect the Platform and its users

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17.4 System-Level Controls

Bourmeg may implement system-level actions, including:

Automated restrictions based on risk indicators
Real-time monitoring of disputes and transactions
Blocking or limiting features for specific accounts

These controls may operate without direct user intervention.

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17.5 Discretion Without Obligation

The Platform retains the right to:

Act at its discretion in handling disputes
Apply or relax certain rules where justified
Take preventive or corrective action without prior notice

Such discretion shall be exercised in good faith to maintain fairness and platform stability.

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17.6 No Liability for Control Actions

Bourmeg shall not be held liable for:

Actions taken under its authority and control
Enforcement of rules, penalties, or restrictions
Any resulting impact on Users or Vendors

All such actions are considered necessary for the proper functioning of the Platform.

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17.7 Protection of Platform Integrity

All authority granted under this section is intended to:

Prevent misuse and exploitation of the system
Ensure consistent and fair dispute resolution
Maintain trust, safety, and operational efficiency

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This section establishes Bourmeg’s ultimate authority to manage disputes, enforce decisions, and maintain control over all platform operations, ensuring long-term stability and protection against misuse.

18. MODIFICATIONS & UPDATES (Policy Evolution &

Change Authority) Bourmeg reserves the right to modify, update, amend, or replace this Dispute Resolution Policy at any time to reflect changes in business operations, legal requirements, technological advancements, or risk management practices.

18.1 Right to Modify

The Platform may revise this Policy, in whole or in part, including:

● Addition of new clauses or sections ● Modification of existing rules or processes ● Removal of outdated or redundant provisions

Such changes may be made without prior individual notice to Users or Vendors, unless required

by applicable law.

18.2 Effective Date of Changes

● Updated versions of this Policy shall become effective upon publication on the Platform ● The “Last Updated” date (if displayed) shall indicate the most recent revision

18.3 User Responsibility

Users and Vendors are responsible for:

● Periodically reviewing this Policy ● Staying informed of any updates or changes

Continued use of the Platform after updates shall constitute acceptance of the revised Policy.

18.4 No Retroactive Claims

Unless explicitly stated otherwise:

● Updates to this Policy shall apply prospectively ● Past disputes shall be governed by the version of the Policy in effect at the time of the transaction or dispute initiation

18.5 Platform Discretion in Application

Bourmeg reserves the right to:

● Apply updated provisions to ongoing or future disputes where necessary for fairness or compliance ● Interpret and implement changes in a manner that protects platform integrity and operational consistency

18.6 Notification of Significant Changes

For major or material changes, the Platform may:

● Provide general notifications through the Platform interface ● Highlight key updates for user awareness

However, failure to receive or review such notifications shall not invalidate the applicability of the updated Policy.

This section ensures that Bourmeg retains flexibility to evolve its dispute resolution framework while maintaining transparency, legal validity, and operational continuity.

19. CONTACT & SUPPORT (Official Communication & Dispute Assistance)

Bourmeg provides designated communication channels for dispute-related queries, submissions, and support. All Users and Vendors are required to use official channels to ensure proper tracking, validation, and resolution of issues.

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19.1 Official Contact Channels

For disputes, appeals, or related assistance, Users may contact:

Email: support@bourmeg.com

Additional communication channels, if provided within the Platform (such as in-app support), shall also be considered valid.

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19.2 Mandatory Identification

All communications must include:

Registered account details (name, email, or user ID)
Relevant transaction or booking reference
Clear subject line indicating the purpose (e.g., “Dispute”, “Appeal”, “Urgent”)

Incomplete or unidentified requests may not be processed.

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19.3 Communication Standards

Users and Vendors are expected to:

Communicate respectfully and professionally
Provide accurate and truthful information
Avoid abusive, threatening, or misleading language

Violation of communication standards may result in:

Ignoring or deprioritizing the request
Account warnings or restrictions

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19.4 Response Timelines

The Platform shall make reasonable efforts to respond within standard support timelines
Response times may vary depending on complexity, volume, or nature of the request

The Platform does not guarantee immediate responses.

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19.5 Priority & Urgent Cases

For urgent matters, Users are advised to:

Clearly mention “URGENT” in the subject line
Provide complete details to enable faster processing

The Platform may prioritize such cases at its discretion.

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19.6 Limitation of Unofficial Communication

Bourmeg shall not be responsible for:

Communications made through unofficial channels
Delays or issues arising from incorrect contact methods

Only communications made through officially recognized channels shall be considered valid.

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19.7 Record Keeping

All communications with the Platform may be:

Logged and recorded for reference
Used as part of dispute evaluation or legal compliance

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This section ensures structured, trackable, and professional communication between the Platform and its Users, reducing confusion and enabling efficient dispute handling.

20. FINAL ACKNOWLEDGEMENT (User Consent & Binding Agreement)

By accessing, registering on, or using the Bourmeg Platform, all Users and Vendors expressly acknowledge that they have read, understood, and agreed to be bound by this Dispute Resolution Policy in its entirety.

This acknowledgement includes acceptance of:

All dispute resolution procedures, timelines, and requirements
The authority of the Platform to review, evaluate, and decide disputes
The binding nature of decisions made within the Platform’s dispute system
The limitations of liability and scope of responsibility defined herein

Users and Vendors further agree that:

They shall comply with all rules, processes, and decisions outlined in this Policy
They shall not misuse the dispute system for fraudulent, abusive, or malicious purposes
They understand that failure to adhere to this Policy may result in penalties, restrictions, or

removal from the Platform

Continued use of the Platform, including participation in transactions, submission of disputes, or engagement with services, shall constitute ongoing acceptance of this Policy and any updates made to it.

If a User or Vendor does not agree with any part of this Policy, they are advised to discontinue

use of the Platform immediately.

This acknowledgement serves as a binding agreement between the Platform and its Users and Vendors, forming an integral part of the overall legal framework governing the use of Bourmeg.