Complaint & Dispute Resolution

At Dasmino, we are committed to providing a positive experience for all users. If you have a complaint or are involved in a dispute, we encourage you to contact us so we can work together to find a resolution.

This page outlines the process for filing complaints and resolving disputes on the Dasmino wedding services platform.

1. Types of Complaints and Disputes

1.1 Platform-Related Complaints

Issues related to the Dasmino Platform itself:

• Technical problems or bugs
• Account access issues
• Billing or payment concerns (when applicable)
• Privacy or data protection concerns
• Violations of our Terms and Conditions or policies
• Inappropriate content or conduct by users

1.2 Service Provider Disputes

Disputes between customers and service providers:

• Service quality or delivery issues
• Pricing disagreements
• Cancellations or no-shows
• Misrepresentation of services
• Contract disputes
• Refund requests

1.3 User Conduct Issues

Complaints about other users' behavior:

• Harassment or abusive communication
• Discriminatory behavior
• Fraudulent activity or scams
• Violation of Acceptable Use Policy
• Fake reviews or rating manipulation

2. How to File a Complaint

2.1 Contact Dasmino

First Step:

All complaints should be directed to Dasmino via email:

2.2 Information to Include

To help us address your complaint efficiently, please provide:

• Your Contact Information: Name, email, phone number
• Account Details: Username or account email (if applicable)
• Description of Issue: Clear and detailed explanation of the problem
• Relevant Dates: When the issue occurred
• Parties Involved: Names of other users or service providers involved
• Supporting Evidence: Screenshots, emails, contracts, or other documentation
• Desired Resolution: What outcome you are seeking

2.3 Response Time

3. Dispute Resolution Process

3.1 Step 1: Direct Resolution (Recommended)

For disputes between customers and service providers:

We encourage parties to attempt to resolve disputes directly with each other first. Many issues can be resolved through open and respectful communication.

• Clearly communicate the problem and your concerns
• Listen to the other party's perspective
• Propose a reasonable solution or compromise
• Document all communications

3.2 Step 2: Dasmino Mediation

If direct resolution is unsuccessful, contact Dasmino for assistance:

• Review: We will review all information provided by both parties
• Investigation: We may request additional information or evidence
• Facilitation: We will facilitate communication between parties
• Recommendation: We may provide recommendations for resolution

Important: Dasmino acts as a neutral intermediary and facilitator. We are not a party to contracts between customers and service providers, and our role is to assist in finding a fair resolution, not to make binding decisions.

3.3 Step 3: Escalation Options

If the dispute cannot be resolved through mediation, you have the following options:

Consumer Protection Agencies

Online Dispute Resolution (ODR)

For cross-border disputes within Europe, you may use:

• EU Online Dispute Resolution Platform ec.europa.eu/consumers/odr

(Note: While Kosovo is not an EU member, Swiss businesses may use this platform)

Legal Action

As a last resort, you may pursue legal action through the courts:

• Switzerland: Competent courts in Aargau Canton or your local canton
• Kosovo: Competent courts in Prizren or your local jurisdiction

You may wish to consult with a lawyer to understand your legal rights and options.

4. Platform Enforcement Actions

Based on the nature and severity of complaints, Dasmino may take the following actions:

4.1 For Policy Violations

• Issue warnings to users
• Remove prohibited content
• Suspend accounts temporarily
• Permanently ban users from the Platform
• Report illegal activity to authorities

4.2 For Service Provider Issues

• Request service providers to address legitimate complaints
• Place notes or warnings on service provider profiles
• Suspend listings pending investigation
• Remove service providers from the Platform for repeated violations or serious misconduct

4.3 For Customer Issues

• Investigate complaints against customers who engage in abusive behavior
• Suspend or ban customers who violate policies
• Remove fraudulent or fake reviews

5. Service Provider Responsibilities

Service providers are expected to:

• Respond professionally to customer complaints
• Work in good faith to resolve issues
• Honor commitments made in contracts with customers
• Provide accurate service descriptions and pricing
• Maintain appropriate business licenses and insurance

Note: Repeated customer complaints or failure to resolve disputes may result in account suspension or termination.

6. Customer Responsibilities

Customers are expected to:

• Provide accurate information when making complaints
• Communicate respectfully with service providers
• Attempt to resolve disputes directly before escalating
• Provide evidence to support complaints
• Not file false or malicious complaints

Note: Filing false complaints or engaging in harassment may result in account suspension or termination.

7. Limitation of Dasmino's Role

It is important to understand that:

• Not a Party to Contracts: Dasmino is an intermediary platform. Service contracts are formed directly between customers and service providers. We are not a party to these contracts.
• No Legal Authority: We cannot make legally binding decisions or force parties to comply with resolutions. Our role is to facilitate communication and mediation.
• No Guarantees: We do not guarantee the quality, safety, or legality of services provided by service providers.
• Limited Investigation: While we investigate complaints, we may not have access to all information or evidence needed to make determinations.
• No Financial Compensation: Dasmino does not provide financial compensation or refunds for disputes between customers and service providers. Such matters must be resolved directly between the parties.

8. Privacy and Confidentiality

When handling complaints and disputes:

• We will maintain confidentiality to the extent possible
• Personal information will be shared only with parties directly involved in the dispute
• Evidence and documentation will be handled in accordance with our Privacy Policy
• We may disclose information if required by law or to prevent harm

9. Prevention and Best Practices

9.1 For Customers

To minimize disputes:

• Research service providers thoroughly (read reviews, view portfolios)
• Ask questions before booking
• Get written contracts or agreements
• Clarify pricing, services, and expectations upfront
• Communicate clearly about your requirements
• Keep records of all communications and payments

9.2 For Service Providers

To minimize disputes:

• Provide accurate and detailed service descriptions
• Be transparent about pricing and terms
• Use written contracts or agreements
• Respond promptly to customer inquiries
• Set realistic expectations
• Maintain professional communication
• Keep customers informed throughout the service delivery process

10. Timeframe for Resolution

While resolution times vary depending on complexity, Dasmino aims to:

• Acknowledge complaints: Within 48 hours
• Simple issues: Resolve within 5-7 business days
• Complex disputes: Resolve within 15-30 business days
• Investigations: May take longer; we will provide updates on progress

These timeframes are goals and may vary based on the availability of parties and complexity of issues.

11. Appeals

If you disagree with Dasmino's decision or handling of a complaint:

• You may request a review by contacting info@dasmino.com with "Appeal" in the subject line
• Provide reasons why you believe the decision should be reconsidered
• Include any additional evidence or information
• We will review the appeal and respond within 10 business days

12. Data Protection Rights

Under Swiss FADP and Kosovo data protection law, you have rights regarding your personal data:

• Right to access data related to your complaint
• Right to correct inaccurate information
• Right to request deletion (subject to legal retention requirements)

For data protection inquiries, see our Privacy Policy.

13. Governing Law

Dispute resolution processes are subject to:

• Swiss law (for users in Switzerland)
• Kosovo law (for users in Kosovo)

This does not affect your statutory rights as a consumer under applicable law.

14. Updates to This Policy

We may update this Complaint & Dispute Resolution policy from time to time. Changes will be reflected in the "Last Updated" date at the top of this page. Material changes will be communicated via email or Platform notification.

15. Contact Information

For all complaints, disputes, or questions about this process, please contact:

16. Additional Resources

For more information about your rights and our policies:

• Terms and Conditions
• Privacy Policy
• Service Provider Agreement
• Acceptable Use Policy