Complaint & Dispute Resolution Policy

At BettaTrust, we are committed to providing a trusted, fair, and transparent platform for Customers and Professionals. While we strive to prevent issues through our verification process and service monitoring, disputes may occasionally arise. This Complaint & Dispute Resolution Policy explains how complaints are handled and how BettaTrust works to resolve disputes fairly.

By using the BettaTrust Platform, you agree to this Policy.

1. Purpose

This Policy establishes a clear, impartial, and efficient process for receiving, investigating, and resolving complaints relating to services booked through the BettaTrust Platform.

Our goal is to protect Customers, support honest Professionals, and maintain confidence in the BettaTrust marketplace.

2. Services Covered

This Policy applies only to services that are:

• Booked through the BettaTrust Platform.
• Paid for through BettaTrust or an officially approved BettaTrust payment method.

Complaints relating to private arrangements or payments made outside the Platform are not covered.

3. Who Can Submit a Complaint?

Complaints may be submitted by:

• Customers.
• Verified Professionals.
• Business Clients.
• Vendors.
• Any authorized user directly involved in a BettaTrust booking.

4. Types of Complaints

BettaTrust may investigate complaints involving:

• Poor workmanship.
• Failure to complete agreed services.
• Property damage.
• Unprofessional behaviour.
• Safety concerns.
• Fraud or suspected fraud.
• Misrepresentation.
• Payment issues.
• Overcharging.
• Failure to arrive for a scheduled booking.
• Violation of BettaTrust policies.
• Abuse or harassment.
• Fake documents or false information.
• Attempts to bypass the BettaTrust Platform.

5. How to Submit a Complaint

Complaints should be submitted as soon as reasonably possible through:

• The BettaTrust mobile application.
• The BettaTrust website.
• Customer Support.
• Email.

Customers should provide as much information as possible, including:

• Booking reference number.
• Description of the issue.
• Photos or videos where available.
• Receipts or supporting documents.
• Relevant communication records.

Providing complete information helps us investigate more efficiently.

6. Complaint Review Process

Once a complaint is received, BettaTrust may:

• Acknowledge receipt.
• Assign a case reference number.
• Review available records.
• Contact both parties.
• Request additional information.
• Review photographs, videos, invoices, quotations, and communication history.
• Review payment records.
• Consult supervisors or technical specialists where necessary.

Every complaint is reviewed on its individual merits.

7. Temporary Protective Measures

While an investigation is ongoing, BettaTrust may:

• Pause payments.
• Suspend the booking.
• Temporarily suspend a Professional's account.
• Restrict certain Platform features.
• Preserve evidence.

These actions are precautionary and do not imply wrongdoing.

8. Possible Outcomes

After reviewing the available evidence, BettaTrust may:

• Close the complaint where no breach is found.
• Recommend corrective work.
• Arrange completion of unfinished work.
• Issue a full or partial refund where appropriate.
• Issue Platform credits.
• Remove inaccurate reviews.
• Require additional verification.
• Issue warnings.
• Suspend or permanently remove a Professional.
• Terminate Customer accounts engaged in abuse or fraud.
• Refer unlawful conduct to relevant authorities where required.

9. Fairness & Neutrality

BettaTrust acts as a neutral platform administrator.

We aim to assess complaints objectively based on available evidence and our Platform policies.

Both Customers and Professionals will be given a reasonable opportunity to present their side before a decision is made, except where immediate action is required to protect users or comply with applicable law.

10. Evidence Considered

BettaTrust may consider:

• Booking records.
• Payment history.
• Chat messages exchanged through the Platform.
• Uploaded photographs.
• Videos.
• Audio recordings where legally permitted.
• GPS or job status records.
• Verification documents.
• Witness statements where appropriate.
• Any other relevant information.

11. False or Malicious Complaints

Users must not submit false, misleading, or malicious complaints.

Where BettaTrust determines that a complaint was intentionally dishonest, it may:

• Reject the complaint.
• Suspend or terminate the account.
• Remove false reviews.
• Restrict future Platform access.
• Take legal action where appropriate.

12. Professional Misconduct

Professionals who violate BettaTrust standards may face:

• Additional training.
• Performance monitoring.
• Temporary suspension.
• Permanent removal from the Platform.
• Loss of verification status.
• Withholding of payouts where permitted by law or contract.
• Reporting to relevant authorities where required.

13. Customer Misconduct

Customers who abuse the Platform may face:

• Account suspension.
• Booking restrictions.
• Permanent removal.
• Loss of Customer Protection benefits.
• Legal action where appropriate.

Examples include:

• Fraud.
• Abuse of Professionals.
• False refund requests.
• Payment fraud.
• Attempting to bypass BettaTrust.

14. Payments Outside BettaTrust

BettaTrust can only investigate and assist with complaints relating to services booked and paid for through the Platform.

Where Customers or Professionals choose to:

• Pay directly.
• Accept cash.
• Transfer money privately.
• Continue services outside BettaTrust.

the arrangement becomes entirely private.

BettaTrust will not provide:

• Payment recovery.
• Service guarantees.
• Customer Protection.
• Refund assessment.
• Complaint investigation.
• Dispute resolution.
• Platform support for those private transactions.

Users who choose to transact outside BettaTrust do so entirely at their own risk.

15. Anti-Circumvention Protection

To protect all users, Customers and Professionals agree not to use BettaTrust to establish contact and then move bookings or payments outside the Platform.

Where BettaTrust determines that either party intentionally bypassed the Platform, we may:

• Suspend accounts.
• Remove Professionals.
• Cancel bookings.
• Restrict future access.
• Withhold payouts where permitted.
• Remove eligibility for Customer Protection.

16. Customer Protection

When Customers book and pay through BettaTrust, they receive access to:

• ✔ Verified Professionals
• ✔ Background Screening
• ✔ Secure Payment Records
• ✔ Customer Support
• ✔ Complaint Investigation
• ✔ Dispute Resolution Assistance
• ✔ Quality Monitoring
• ✔ Verified Service History
• ✔ Fair Review Process
• ✔ Platform Protection

These protections are not available for transactions conducted outside the BettaTrust Platform.

17. Escalation

If a complaint cannot be resolved through BettaTrust's internal process, either party may pursue any rights or remedies available under applicable law.

Nothing in this Policy limits any legal rights that cannot lawfully be excluded.

18. Policy Updates

BettaTrust may update this Policy from time to time to reflect operational improvements, changes in applicable law, or enhancements to our services.

The latest version will always be available on the BettaTrust website and mobile application.

19. Contact Us

BettaTrust

Website: www.bettatrust.com

Email: hello@bettatrust.com

Customer Support: support@bettatrust.com