Despite having the best intentions, sometimes things don’t go to plan and disputes between clients and professionals may arise.

As an online marketplace that connects clients and professionals, Blys encourages both parties to resolve disputes between themselves first where possible. However, when an agreement can’t be reached, Blys can provide dispute resolution support to help assess the situation and reach an outcome.

In this article

• What counts as a dispute?
• How to raise a dispute?
• How does the Blys dispute resolution process work?
• What happens if an account is suspended during a dispute?
• Serious complaints and safety concerns
• What if I disagree with the outcome?

What counts as a dispute?

A dispute may arise when a client or professional raises a concern about a booking, service or interaction. Examples include:

• A professional arrived late or cancelled a confirmed appointment at short notice
• A client did not attend the appointment
• A service was not delivered in full or as booked
• The booking requirements were not met
• A professional did not have the required equipment or equipment was not in suitable condition
• A professional or client is alleged to have behaved inappropriately or unprofessionally
• There is a disagreement about a booking modification or cancellation
• A client or professional raises a concern about damage to property
• Either party raises another concern relating to the booking or conduct of the other party

How to raise a dispute?

If you need Blys to assist with a dispute, please contact the Provider Support Team at hello@getblys.com.

Where possible, include:

• Your booking reference number
• A clear description of what happened
• The date and time of the booking
• Any relevant photos, screenshots or other evidence
• Any relevant communication with the client

Providing as much relevant information as possible helps us assess the situation fairly and efficiently.

How does the Blys dispute resolution process work?

1) Blys collects information from both parties

Blys aims to form an objective view of each dispute, so we generally contact both parties to hear each side of the story and collect relevant information.

This may be done by email or phone. Phone calls may be recorded for future reference and as evidence.

We may ask questions about the booking, what happened during the appointment, any relevant communication, and any specific behaviour or activity that may have contributed to the complaint.

In some circumstances, a client may prefer to remain anonymous for privacy reasons. Where appropriate, Blys may therefore share the client’s feedback with you without identifying information.

Please note that, at our discretion, we may temporarily deactivate an account while a dispute is being investigated. This is a precautionary measure while we assess the circumstances and does not necessarily mean that we have determined that either party was at fault.

2) Blys reviews the information and evidence

Once we have gathered the relevant information, we review the details of the dispute and the evidence available to us.

This may include:

• Information provided by the client and professional
• Booking details and booking history
• In-app communication and messaging logs
• Relevant account history, including previous bookings and reviews
• Photos, screenshots or other evidence provided by either party
• Other information that may help us understand what happened

We assess the information available to us as impartially as possible and do not automatically take either the client’s or professional’s side.

3) Blys makes a decision

After reviewing the available information and evidence, Blys makes a decision based on the circumstances of the individual dispute.

We communicate the outcome to the relevant parties.

Depending on the circumstances and severity of the issue, possible outcomes may include:

• No further action where a claim cannot be substantiated
• A refund or partial refund to the client, where appropriate
• An adjustment to a professional’s payout where the circumstances warrant it
• A warning or other action on an account
• Temporary or permanent suspension of access to the Blys platform
• Referral of a complaint or incident to a relevant industry body or local authorities in serious cases

The outcome will depend on the individual circumstances and the information and evidence available to Blys.

Some examples of claims / areas of dispute

Should you require assistance, please email the Provider Support Team at hello@getblys.com 

What happens if an account is suspended during a dispute?

In some circumstances, Blys may temporarily deactivate an account while a dispute or complaint is being investigated.

This is a precautionary measure and does not, by itself, mean that Blys has determined that the account holder is at fault.

If we need further information from you, we’ll contact you and give you the opportunity to provide relevant information or evidence.

Depending on the outcome and severity of the matter, Blys may restore access, apply account restrictions, or permanently suspend access to the platform.

Serious complaints and safety concerns

For serious allegations or incidents, Blys may take additional action where appropriate. This may include reporting a complaint or incident to a relevant industry body and/or local authorities.

Information relating to a dispute, including the contact details of the parties involved, may also be made available to authorities if the matter is taken further through the relevant legal process.

For urgent safety matters, please contact safety@getblys.com.

What if I disagree with the outcome?

Blys aims to assess disputes fairly and based on the information and evidence available to us.

If either party wishes to take a matter further, they may seek independent advice or pursue the matter through the relevant legal or regulatory channels at their own cost.

If you need assistance with a dispute, please contact the Provider Support Team at hello@getblys.com.