8.1 Scope
This policy covers disputes between Hosts and Guests arising from bookings on the Platform, including issues related to:
- Property condition or cleanliness;
- Listing accuracy;
- Check-in problems;
- Noise or disturbance;
- Damage claims;
- Refund disputes;
- Security deposit claims.
8.2 Stage 1 — Direct Resolution (0-72 hours)
Hosts and Guests are strongly encouraged to resolve issues directly through Platform messaging. Most issues can be resolved quickly through direct communication.
Tips for effective resolution:
- Communicate promptly and respectfully;
- Document issues with photographs;
- Propose reasonable solutions;
- Keep all communication on the Platform for your protection.
8.3 Stage 2 — BowTel Mediation (72-hour filing window)
If direct resolution is not possible, the Guest may file a dispute through the Platform. Disputes are opened from the Contact Support flow in your messages — choose “Booking Issue”, select the booking, and opt in to file a formal dispute.
8.3.1 Filing a Dispute
- Guests may file a dispute within 72 hours after the scheduled checkout time;
- One dispute per booking. Include a description of the issue, supporting evidence (photos, messages), and the resolution you are seeking;
- Additional evidence may be added at any time while the dispute remains open.
8.3.2 Host Response Window
When a dispute is filed, the Host has 48 hours to respond with their side of the story. If the Host does not respond within that window, the dispute proceeds to BowTel support for review anyway — a missing response does not automatically decide the dispute in either party’s favour.
The Host’s raw response is visible only to BowTel support. The Guest sees a short summary written by BowTel so the mediation process stays focused on facts, not a back-and-forth text exchange.
8.3.3 Refund Capability — Not Guaranteed
BowTel does not guarantee a monetary refund on every dispute, even when the dispute is decided in the Guest’s favour. Whether a refund is possible depends on the timing of the dispute relative to the Host’s payout schedule:
- Before 48 hours after check-in — Host payout is still held by BowTel. A full or partial refund can be issued from the held funds if the dispute is decided in the Guest’s favour.
- After 48 hours after check-in — Host payout has been released. BowTel cannot recover funds once they have left the Platform. A dispute filed after this point will be formally reviewed and, if upheld, recorded as Acknowledged, no refund. No monetary compensation is possible in this window.
Filing a dispute after the Host payout has been released does not obligate BowTel to pursue recovery from the Host. Guests are encouraged to file within the 48-hour window to preserve the option of a refund.
8.3.4 Mediation Process
- BowTel reviews the dispute and supporting evidence from both parties;
- BowTel may request additional information or evidence;
- BowTel issues a mediation decision, which may include:
- Full or partial refund to the Guest (only while Host payout is held);
- Release of security deposit funds;
- Acknowledged, no refund (dispute recorded without monetary compensation);
- No action (if the dispute is not substantiated);
- BowTel’s mediation decision is binding with respect to funds held by BowTel.
8.3.5 Response Time
BowTel aims to resolve disputes within 5 business days of receiving all required information. Complex disputes may take longer.
8.4 Stage 3 — External Resolution
If a party is not satisfied with BowTel’s mediation decision, they may pursue external resolution:
- Private mediation — The parties may agree to engage a private mediator in Calgary, Alberta;
- Arbitration — Either party may initiate binding arbitration under the Arbitration Act (Alberta), to be conducted in Calgary, Alberta, in English;
- Small Claims Court — For disputes below the monetary threshold, either party may file in the Provincial Court of Alberta (Civil Division);
- Court of King’s Bench — For larger disputes, either party may commence proceedings in the Court of King’s Bench of Alberta.
8.5 Emergency Situations
For issues involving immediate safety concerns (unsafe property conditions, threats, criminal activity):
- Contact local emergency services (911) immediately;
- Then contact BowTel support at zenith@bowtel.vacations;
- BowTel will prioritize safety-related disputes and may facilitate immediate rebooking assistance.