Dispute Rules

1. Overview

These Dispute Rules establish the process for resolving disagreements between creators and fans on the Cherrypop platform. Our goal is to ensure fair and timely resolution of disputes while maintaining trust in our marketplace.

By using Cherrypop, you agree to follow these dispute resolution procedures and accept our decisions as final and binding, except where prohibited by law.

2. Eligible Disputes

The following situations may be subject to the dispute process:

• Creator failed to deliver the requested content or service
• Delivered content significantly differs from what was agreed upon
• Content was not delivered within the agreed timeframe
• Content violates our Content Guidelines
• Technical issues prevented delivery or access
• Payment issues or unauthorized transactions

Disputes must be initiated within 14 days of the delivery date or expected delivery date (if not delivered).

3. Dispute Process

Step 1: Direct Communication

Before filing a formal dispute, parties should attempt to resolve the issue directly through the platform's messaging system. Many issues can be resolved through open communication and goodwill.

Step 2: Filing a Dispute

If direct communication does not resolve the issue, the fan may file a formal dispute through their order dashboard. To file a dispute:

• Navigate to the order in question
• Click "File a Dispute"
• Provide a detailed description of the issue
• Upload any supporting evidence (screenshots, messages, etc.)
• Select the desired resolution (refund, revised delivery, etc.)

Step 3: Creator Response

Once a dispute is filed, the creator has 48 hours to respond. The creator may:

• Accept the dispute and agree to the requested resolution
• Provide evidence supporting their position
• Propose an alternative resolution

Step 4: Cherrypop Review

If the dispute is not resolved between the parties, Cherrypop will review the case. Our team will examine:

• The original request and agreement
• Messages between the parties
• Delivered content (if applicable)
• Any evidence provided by both parties
• Platform logs and transaction records

Step 5: Decision

Cherrypop will issue a decision within 5 business days of receiving all necessary information. Decisions may include full refund, partial refund, revision request, or upholding the original transaction.

4. Possible Outcomes

Depending on the circumstances, disputes may be resolved as follows:

4.1 In Favor of the Fan

• Full refund issued to the fan
• Creator does not receive payment
• Creator's account may receive a strike depending on severity

4.2 In Favor of the Creator

• Payment released to the creator
• No refund issued to the fan
• Fan may receive a warning for frivolous disputes

4.3 Split Decision

• Partial refund to the fan
• Partial payment to the creator
• May require revised delivery from creator

4.4 Revision Required

• Creator given opportunity to revise and resubmit
• Specific requirements outlined by Cherrypop
• New deadline established

5. Evidence Requirements

When submitting a dispute, parties should provide:

For Fans:

• Screenshots of the original request
• Screenshots showing what was delivered (if different from request)
• Message history with the creator
• Description of how the delivered content differs from expectations

For Creators:

• Proof of delivery (screenshots, delivery confirmation)
• Evidence showing the request was fulfilled as agreed
• Message history with the fan
• Documentation of any issues encountered

6. Prohibited Actions

The following actions are prohibited during disputes:

• Abusive, threatening, or harassing language
• Falsifying evidence or making false claims
• Attempting to circumvent the dispute process
• Coercing or attempting to bribe the other party
• Publicly sharing details of the dispute outside the platform
• Retaliating against the other party after the dispute is resolved

Violation of these prohibitions may result in account suspension or termination, regardless of the dispute outcome.

7. Appeals

Either party may appeal a dispute decision within 7 days of the decision. Appeals must include:

• Clear explanation of why the decision was incorrect
• New evidence not previously submitted
• Reference to the original dispute case number

Appeals are reviewed by a senior team member not involved in the original decision. Appeal decisions are final and binding.

Note: Appeals without new evidence are unlikely to result in a different decision.

8. Account Impact

Dispute history affects user accounts as follows:

• Creators with multiple disputes ruled against them may face account restrictions
• Fans with multiple frivolous disputes may lose dispute privileges
• Serious violations may result in immediate account suspension
• Dispute history is considered in future dispute decisions

9. Chargebacks

If a fan initiates a chargeback with their payment provider instead of using our dispute process:

• The creator's account may be debited for the chargeback amount plus fees
• The fan's account may be suspended pending investigation
• Cherrypop will provide transaction evidence to the payment provider
• Repeated chargebacks may result in permanent account termination

We strongly encourage using our internal dispute process as it is typically faster and fairer for all parties.

10. Limitation of Liability

Cherrypop's liability for disputes is limited to the amount of the transaction in question. We are not responsible for:

• Loss of business or opportunity costs
• Emotional distress or reputational damage
• Any damages beyond the transaction amount

Our dispute resolution decisions are made in good faith based on available evidence, but we cannot guarantee perfect outcomes in every case.

11. Changes to Dispute Rules

We may update these Dispute Rules from time to time. Changes will be effective immediately upon posting. Disputes filed after changes take effect will be governed by the updated rules.

12. Contact Us

For questions about the dispute process, to file a dispute, or to appeal a decision, please contact our dispute resolution team atdisputes@cherrypop.io.