Dispute Resolution Policy

1. Overview

At Ratedeed, we are committed to providing a fair, transparent, and efficient process for resolving disputes that arise between users of our Platform. We understand that disputes can be stressful, and our goal is to help homeowners and contractors reach amicable resolutions as quickly and fairly as possible.

This Policy outlines a multi-step dispute resolution process designed to encourage direct communication between parties first, followed by informal mediation through our support team, and, if necessary, formal resolution through binding arbitration. We strongly encourage users to attempt to resolve disputes through the earlier steps before escalating to more formal processes, as this typically results in faster and more satisfactory outcomes for all parties involved.

Please note that Ratedeed acts as a neutral facilitator in disputes between homeowners and contractors. We do not represent either party and our role is to help facilitate a fair resolution. Our decisions in the escrow mediation process are based on the evidence provided by both parties and the terms agreed upon in the project agreement.

2. Types of Disputes Covered

This Policy covers the following types of disputes that may arise on the Platform:

• Service Quality Disputes: Disagreements between homeowners and contractors regarding the quality, completeness, or timeliness of work performed. This includes disputes about whether work meets the agreed-upon specifications, whether project milestones have been properly completed, and whether the final deliverable matches the project scope.
• Payment and Escrow Disputes:Disagreements about the release of funds held in escrow, the amount owed for work performed, additional charges beyond the agreed scope, deposit refunds, or payment timing. This includes situations where a homeowner disputes the release of funds for a milestone or a contractor disputes a homeowner's refusal to release payment.
• Project Scope Disputes: Disagreements about the scope of work, including whether certain tasks fall within the original project agreement, the interpretation of project specifications, or disagreements about change orders and additional work requests.
• Communication and Professional Conduct: Complaints about unprofessional behavior, failure to communicate, no-shows, abandonment of a project, or other conduct that falls below reasonable professional standards.
• Review Disputes: Challenges to reviews that a user believes are unfair, inaccurate, fraudulent, or violate our content guidelines. Users who believe a review about them violates our Terms of Service or review policies may request that the review be investigated and potentially removed.
• Cancellation Disputes: Disagreements about project cancellations, including disputes over refund amounts, compensation for partially completed work, and cancellation fees.

3. Step 1: Direct Communication

We strongly believe that most disputes can be resolved through open, honest, and respectful communication between the parties involved. Before escalating a dispute to Ratedeed, both homeowners and contractors are required to attempt to resolve the issue directly through the following steps:

• Use the Platform Messaging System:All communication related to disputes should be conducted through the Platform's built-in messaging system. This ensures that all communications are documented and can be used as evidence if the dispute escalates. Off-platform communications (phone calls, text messages, personal emails) are not monitored by Ratedeed and may be more difficult to reference during dispute resolution.
• Clearly Describe the Issue: The party raising the concern should clearly and specifically describe the issue, referencing the relevant project agreement, milestones, and any supporting evidence (such as photographs, messages, or documents).
• Propose a Solution: The party raising the concern should propose a fair and reasonable resolution. For payment disputes, this may include a partial release of escrow funds, a revised payment schedule, or a specific remedy for the issue identified.
• Allow Reasonable Time for Response: Both parties should respond to messages within 48 hours during the dispute resolution process. Unreasonable delays in communication may be considered when determining the outcome of a dispute.

We encourage both parties to approach direct communication with a collaborative mindset, focusing on finding a mutually acceptable solution rather than assigning blame.

4. Step 2: Informal Resolution Through Ratedeed

If direct communication does not resolve the dispute within five (5) business days, either party may escalate the matter to Ratedeed's Customer Support team for informal resolution. To initiate this process, the aggrieved party should submit a dispute request through the Platform by navigating to the project page and selecting "Report a Problem" or "Open a Dispute."

When you submit a dispute request, you will be asked to provide the following information:

• A clear description of the issue and the desired resolution
• The project ID and relevant milestone(s) in dispute
• The amount of money in dispute (if applicable)
• All relevant supporting documentation, including:
  • Screenshots of messages between the parties
  • Photographs of the work performed (or not performed)
  • Project agreement, change orders, and scope documents
  • Invoices, receipts, or estimates
  • Any other evidence relevant to the dispute

Once a dispute is submitted, Ratedeed's support team will review the information provided and may reach out to both parties for additional context or clarification. The support team will facilitate communication between the parties and may propose a suggested resolution. The support team's role is to mediate, not to make binding decisions. Both parties are encouraged to consider the suggested resolution in good faith.

During the informal resolution process, any escrow funds related to the disputed project will be temporarily held and will not be released to either party until the dispute is resolved or the process moves to formal mediation or arbitration.

5. Step 3: Escrow Dispute Mediation

If the informal resolution process does not result in a mutually acceptable agreement within ten (10) business days, and the dispute involves escrowed funds, the matter will be escalated to our Escrow Dispute Mediation process. This is a formal review process conducted by Ratedeed's dispute resolution specialists.

5.1 How Escrow Mediation Works

• Submission Period: Both parties will be given a period of five (5) business days to submit their final statements and all supporting evidence. After this period, no additional evidence will be accepted unless specifically requested by the mediator.
• Review: A dispute resolution specialist will review all submitted materials, including the project agreement, message history, evidence from both parties, and any relevant Platform records (such as milestone completion timestamps, payment history, and review history).
• Decision: The dispute resolution specialist will make a determination regarding the disposition of the escrowed funds. The decision will be communicated to both parties in writing, along with a summary of the reasoning.
• Enforcement:Ratedeed will implement the decision by releasing the escrowed funds according to the mediator's determination. The decision is final and binding on both parties with respect to the disposition of escrowed funds.

5.2 Factors Considered in Escrow Decisions

When making a determination about the disposition of escrowed funds, Ratedeed will consider the following factors, among others:

• The terms of the original project agreement, including scope of work, milestones, and payment schedule
• Any change orders or modifications to the project scope that were mutually agreed upon
• Evidence of work completed, including photographs, documentation, and contractor-submitted proof
• Communication records between the parties
• Whether the homeowner was given a reasonable opportunity to inspect the work before the milestone release window expired
• Whether the contractor fulfilled their obligations as described in the project agreement
• Industry standards and reasonable expectations for the type of work performed
• Both parties' compliance with this Dispute Resolution Policy and the Platform's Terms of Service

5.3 Possible Outcomes

The escrow mediation process may result in the following outcomes:

• Full Release to Contractor: If the evidence shows that the contractor has fulfilled their obligations as agreed, the full escrow amount will be released to the contractor.
• Full Refund to Homeowner: If the evidence shows that the contractor failed to perform the agreed-upon work, the full escrow amount will be returned to the homeowner.
• Partial Split: If the evidence shows that some but not all of the agreed-upon work was completed, or that the quality of work was partially satisfactory, the escrow funds may be split between the parties in a proportion that reflects the value of work completed.
• Conditional Release: In certain cases, funds may be released conditionally — for example, releasing a portion to the contractor with the remainder held until specific remediation work is completed and verified.

6. Step 4: Formal Disputes and Arbitration

If the dispute cannot be resolved through the preceding steps, or if the dispute involves claims that are not limited to escrowed funds (such as claims for damages beyond the project amount, personal injury, property damage, or other legal claims), either party may initiate formal dispute resolution through binding arbitration, subject to the following terms:

6.1 Arbitration Agreement

You and Ratedeed agree that any dispute, claim, or controversy arising out of or relating to these Terms or the breach, termination, enforcement, interpretation, or validity thereof, including the determination of the scope or applicability of this agreement to arbitrate, shall be determined by binding arbitration administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules (for homeowner users) or Commercial Arbitration Rules (for contractor users), as applicable.

6.2 Arbitration Procedures

To initiate arbitration, you must send a written notice to Ratedeed at the address listed in the Contact Us section below, describing the nature of your claim and the relief sought. Ratedeed agrees to participate in good faith in the arbitration process. The arbitration will be conducted by a single arbitrator appointed in accordance with the applicable AAA rules. The arbitrator shall have the authority to grant any remedy or relief that would be available from a court of competent jurisdiction.

6.3 Costs of Arbitration

Payment of all filing, administration, and arbitrator fees will be governed by the applicable AAA rules. For homeowner disputes involving claims of $10,000 or less, Ratedeed will pay all arbitration costs. For claims exceeding $10,000, the costs will be allocated in accordance with the AAA rules. Each party shall bear its own attorneys' fees and costs, unless the arbitrator determines that a party's claims or defenses were frivolous or brought in bad faith, in which case the arbitrator may award reasonable attorneys' fees to the prevailing party.

6.4 Class Action Waiver

You agree that any disputes arising out of or related to these Terms or your use of the Platform shall be resolved on an individual basis only. You waive any right to bring or participate in class actions, collective actions, consolidated actions, or representative proceedings against Ratedeed. The arbitrator may not consolidate more than one person's claims and may not otherwise preside over any form of a consolidated, representative, or class proceeding.

6.5 Exceptions

Notwithstanding the above, either party may seek injunctive or equitable relief in any court of competent jurisdiction to prevent the actual or threatened infringement, misappropriation, or violation of intellectual property rights. Nothing in this Policy shall prevent either party from filing a claim in small claims court if the claim qualifies and remains in that court.

7. Evidence and Documentation

The quality and completeness of the evidence you provide directly impacts the outcome of the dispute resolution process. Both parties are expected to provide thorough, accurate, and relevant documentation to support their position. The following types of evidence are particularly valuable:

• Platform Communications:All messages exchanged through the Platform's messaging system are automatically logged and can be used as evidence. We strongly encourage parties to conduct all project-related communications through the Platform rather than through personal channels.
• Project Agreements: The original project scope, milestones, payment schedule, and any change orders or modifications documented on the Platform.
• Photographs and Videos:Time-stamped photographs and videos of work completed (or not completed), damage, defects, or any other visual evidence relevant to the dispute. Both "before" and "after" photos are particularly helpful.
• Permits and Inspections: Copies of building permits, inspection reports, or certificates of completion issued by local authorities.
• Third-Party Assessments: Reports from independent inspectors, appraisers, or other qualified professionals who have assessed the work in question.

Users are encouraged to document the project throughout its duration, including photographing work at each milestone, keeping records of all communications, and saving copies of all relevant documents. Proactive documentation significantly strengthens a party's position in any dispute.

8. Timeline and Response Expectations

To ensure disputes are resolved efficiently, we have established the following timeline and response expectations. These timelines are approximate and may vary depending on the complexity of the dispute and the responsiveness of the parties.

Failure to respond within the specified timeframes may result in the dispute being decided based on the available evidence without further input from the non-responsive party. Repeated failure to participate in the dispute resolution process may also result in account suspension or termination.

9. Limitations

• Statute of Limitations: Any claim or dispute arising out of or related to the Platform must be filed within one (1) year after the claim or cause of action arose. Failure to bring a claim within this period will result in a permanent waiver of the claim.
• Maximum Recovery: In any dispute resolution proceeding, the total recovery by any party shall not exceed the greater of: (a) the total amount paid or owed in connection with the specific transaction giving rise to the dispute; or (b) $25,000.00.
• Scope of Mediation:Ratedeed's escrow mediation process applies only to the disposition of escrowed funds held on the Platform. Ratedeed does not have the authority to award damages, impose penalties, or order parties to perform specific actions beyond the release of escrowed funds.
• No Legal Advice: Ratedeed does not provide legal advice to any party involved in a dispute. We encourage parties to consult with a qualified attorney if they have legal questions or concerns. Nothing in this Policy should be construed as legal advice.
• Platform as Evidence: Data, communications, and records on the Platform may be used as evidence in any dispute resolution proceeding. Users should not assume that off-platform communications will be considered.
• Interim Measures: During any dispute resolution process, Ratedeed may take interim measures to protect the interests of both parties, including placing holds on escrow funds, temporarily restricting account features, or preventing either party from filing reviews related to the disputed project.

10. Contact Us

If you have questions about this Dispute Resolution Policy, need to initiate a dispute, or require assistance with an ongoing dispute, please contact us: