1. Introduction
At Holivate, a platform owned and developed by Zincat Technology together with Assort Creative, we value our partnerships with accommodation providers, travel experience operators, and other service partners. We are committed to fostering positive, mutually beneficial relationships. This Partner Dispute Resolution Policy outlines the procedures and guidelines for addressing and resolving disputes between Holivate and its partners.
2. Scope of Policy
This policy applies to all partners who have entered into agreements with Holivate for listing their services on our platform. Disputes covered under this policy may include, but are not limited to, issues related to booking, payments, service quality, contractual terms, and other operational matters.
3. Principles
Holivate is committed to resolving disputes fairly, promptly, and amicably. Our approach to dispute resolution is guided by the following principles:
- Transparency:We aim to provide clear and transparent communication throughout the dispute resolution process.
- Fairness:We strive to ensure that all parties involved in a dispute are treated fairly and equitably.
- Efficiency:We endeavor to resolve disputes as quickly and efficiently as possible to minimize disruption to our partners and customers.
- Collaboration:We encourage open dialogue and collaboration between parties to reach mutually acceptable solutions.
4. Dispute Resolution Process
4.1. Step 1: Informal Resolution
Partners are encouraged to first attempt to resolve disputes informally by contacting their designated Holivate account manager or representative.
4.2. Step 2: Formal Complaint Submission
If the dispute cannot be resolved informally, the partner may submit a formal complaint to Holivate. The complaint should be in writing and include the following information:
- Partner's name and contact information
- Description of the dispute, including relevant facts and documentation
- Desired resolution or outcome
Complaints should be sent to: Help Center
4.3. Step 3: Acknowledgment and Review
Upon receiving a formal complaint, Holivate will acknowledge receipt within five business days. The complaint will be reviewed by the Partner Relations team, who will conduct a thorough investigation. This may involve gathering additional information from the partner, relevant Holivate departments, and any other involved parties.
4.4. Step 4: Resolution Proposal
Within 20 business days of receiving the complaint, Holivate will propose a resolution. This proposal will be communicated to the partner in writing and will include:
- Findings from the investigation
- Proposed resolution or actions to be taken
- Timeline for implementation of the proposed resolution
4.5. Step 5: Acceptance or Escalation
The partner has ten business days to accept the proposed resolution or request further discussions. If the partner accepts the resolution, Holivate will proceed with implementing the agreed-upon actions. If the partner does not accept the resolution or requests further discussions, Holivate will arrange a meeting or conference call to address any remaining concerns and attempt to reach a final agreement.
4.6. Step 6: Mediation
If a resolution cannot be reached through the above steps, either party may request mediation. Mediation is a voluntary process in which an impartial third party helps facilitate a mutually acceptable resolution. The costs of mediation will be shared equally by both parties unless otherwise agreed.
4.7. Step 7: Arbitration
If mediation is unsuccessful, the dispute may be resolved through binding arbitration, as specified in the partnership agreement. Arbitration will be conducted in accordance with the rules of a recognized arbitration organization. The decision of the arbitrator(s) will be final and binding on both parties.
5. Confidentiality
All communications and documentation related to the dispute resolution process will be treated as confidential and will not be disclosed to any third party without the consent of the parties involved, except as required by law.
6. No Retaliation
Holivate prohibits retaliation against any partner who raises a dispute or participates in the dispute resolution process in good faith. Any form of retaliation will be addressed promptly and may result in disciplinary action, including termination of the partnership agreement.
7. Amendments
Holivate reserves the right to amend this Partner Dispute Resolution Policy at any time. Partners will be notified of any significant changes to the policy.
8. Contact Information
For any questions or further information regarding this policy, please contact: Help Center
Thank you for partnering with Holivate. We are committed to maintaining a collaborative and productive relationship with all our partners and ensuring any disputes are resolved in a fair and timely manner.
