Dispute Policy

1. Introduction

This Dispute Policy outlines how DB Island Inc. ("we," "us," or "our"), operating the Ensiglo platform, handles complaints and disputes arising from the use of our Platform.

Ensiglo is committed to fair and transparent dispute resolution. We recognize that disputes may arise between Customers and Providers, or between users and the Platform itself, and we aim to facilitate resolution in all cases.

2. Platform Role in Disputes

Ensiglo is a technology platform that facilitates connections between service Providers and their Customers. We do not provide the underlying services ourselves.

As an intermediary, our role in disputes is limited to:

• Facilitating communication between the parties
• Providing transaction and booking records as evidence
• Processing refunds through Stripe when authorized or required by policy
• Taking platform-level action (account warnings, suspension, or termination) when our Terms of Service are violated

We are not an arbitrator or adjudicator of disputes between Providers and Customers regarding the quality, delivery, or nature of services provided.

3. Provider-Customer Disputes

Disputes regarding the quality, delivery, or nature of services should be resolved directly between the Customer and the Provider in the first instance.

Step 1: Contact the Provider Directly

If you are a Customer with a complaint about a service, contact the Provider directly using the contact information on their booking page or in your booking confirmation. Most issues can be resolved through direct communication.

Step 2: Review the Provider's Policies

Each Provider sets their own cancellation, refund, and service policies. These policies are displayed on the Provider's booking page and govern your transaction with that Provider.

Step 3: Contact Ensiglo for Assistance

If you are unable to resolve the dispute directly with the Provider, you may contact us at [email protected] for assistance. Please include:

• Your booking reference number or manage link
• A clear description of the issue
• Evidence of your attempts to resolve the matter with the Provider
• Any supporting documentation (screenshots, photos, correspondence)
• Your desired resolution

4. Platform-Level Disputes

For disputes directly with the Ensiglo platform (not related to a specific Provider's services), please contact us at [email protected]. Platform-level disputes include:

• Billing and subscription charges
• Account access or suspension issues
• Platform fees or transaction discrepancies
• Technical issues affecting bookings or payments
• Privacy or data handling concerns
• Intellectual property claims

5. Escalation Process

We handle disputes through a structured escalation process:

Level 1: Initial Review (1-3 business days)

Our support team will acknowledge your complaint, review the details, and attempt to facilitate a resolution.

Level 2: Investigation (5-10 business days)

If the matter cannot be resolved at Level 1, we will conduct a thorough investigation, which may include contacting the other party, reviewing transaction records, and examining relevant evidence.

Level 3: Management Review (10-15 business days)

Unresolved disputes are escalated to senior management for a final review and decision. You will receive a written response with our findings and any actions taken.

6. Resolution Options

Depending on the nature and outcome of the dispute, resolution may include:

• Facilitating a full or partial refund through Stripe
• Issuing a platform credit or extending a subscription period
• Mediating an agreement between the Provider and Customer
• Issuing a formal warning to the offending party
• Suspending or terminating an account that has violated our Terms of Service
• Providing documentation or records to support external dispute resolution

7. Chargebacks and Payment Disputes

If a Customer initiates a chargeback (payment dispute) through their bank or credit card provider, the following applies:

• Stripe will notify us and the Provider of the chargeback
• The disputed amount will be held pending resolution
• The Provider is responsible for providing evidence to contest the chargeback if the service was delivered as described
• Ensiglo will provide transaction records and booking details to support the dispute process
• Chargeback decisions are ultimately made by the card network (Visa, Mastercard, etc.), not by Ensiglo

Excessive or fraudulent chargebacks may result in account suspension or termination. We encourage Customers to contact the Provider or Ensiglo before initiating a chargeback with their bank.

8. Mediation

If internal dispute resolution processes do not result in a satisfactory outcome, either party may propose formal mediation.

• Mediation will be conducted by a mutually agreed-upon neutral third party
• Mediation costs will be shared equally between the parties unless otherwise agreed
• Mediation is non-binding unless both parties agree to be bound by the outcome
• Good faith participation in mediation is expected from all parties

9. Legal Action

As a last resort, disputes may be resolved through legal proceedings. Please note:

• These Terms are governed by the laws of Wyoming, United States
• Disputes with DB Island Inc. are subject to binding arbitration as described in our Terms of Service
• Disputes between Providers and Customers are governed by the laws of the jurisdiction where the Provider operates
• Ensiglo may provide records and transaction data as required by law or court order

We strongly encourage all parties to exhaust the informal and mediated dispute resolution options before pursuing legal action.

10. Contact Information

To file a complaint or dispute, or for questions about this policy, please contact us:

Please include "FORMAL COMPLAINT" in your subject line to ensure proper routing and prioritized handling.