Dispute Resolution Policy

Purpose and Scope

This Dispute Resolution Policy forms part of the Peer Creators Policy Pack and is incorporated by reference into the Terms of Use and Conditions (see Clause 21). It sets out the agreed process for resolving disputes between Users of the Peer Creators marketplace, including Space Hosts, Creator Pros and their guests or clients.

This Policy applies to disputes arising out of or in connection with a Booking, a Listing, a service package or any other transaction facilitated through the platform. It does not affect the Company's right to enforce its own rights under the Terms of Use or to take action for fraud, abuse, or violations of the Trust, Safety, Reporting and Enforcement Policy.

For the purposes of this Policy, "Business Day" means a day (other than Friday, Saturday or a public holiday) on which banks are open for general business in Dubai, UAE; "Booking Funds" means the amounts paid or held in connection with a Booking, including any security deposit hold; and "Company", "we", "us" or "our" means Peer Creators FZ-LLC.

Website Intake and Mediation Phase

A User who believes a dispute has arisen must initiate the dispute through the Peer Creators platform. The dispute intake must include:

• The Booking or transaction reference;
• A clear description of the issue and the relief sought;
• Supporting evidence, such as photographs, messages, receipts, or third-party reports; and
• Any other information the Company reasonably requests to understand the dispute.

The deadline for filing a dispute depends on the nature of the claim:

Disputes filed after these deadlines may be rejected at the Company's discretion, unless the other party agrees in writing to accept the late filing.

Once a dispute is filed, the Company will notify the other party (the "Respondent"). The Respondent has 72 hours from the date of notification to respond. The Respondent may:

• Accept the claim and agree to the proposed relief;
• Dispute the claim and provide a response with supporting evidence; or
• Request clarification or additional information from the claimant.

After the Respondent's response (or after the 72-hour window expires), the Company will enter a mediation phase of up to 14 days. During this phase, the Company may review the evidence, request additional information, ask clarifying questions, and propose one or more settlement options to the parties. The parties are encouraged to communicate in good faith through the platform.

Mediation Outcomes

At the end of the mediation phase, the Company may propose a proposed outcome. The proposed outcome may include, for example, a partial or full refund, a deposit release, a rescheduling, a credit, or a determination that no relief is warranted.

The parties have 7 days from the date of the proposed outcome to accept or reject it. If both parties accept the proposed outcome on the website, the outcome is binding on the parties and the Company will implement it operationally (for example, by releasing or refunding Booking Funds). The parties are then barred from re-litigating the same issue in a future dispute, arbitration, or court proceeding, unless the outcome was procured by fraud or manifest error.

If either party rejects the proposed outcome, the Company may issue an administrative determination. The administrative determination is a final decision by the Company on how to apply the terms of the Policy Pack and the evidence submitted. It is binding for operational purposes (such as releasing or withholding Booking Funds), but it is not a substitute for a binding legal adjudication. Either party may challenge the administrative determination within 7 days by initiating the arbitration process described below.

The distinction is important: a settlement accepted by both parties is contractually binding; an administrative determination is binding for the Company's operational execution only, and may be reviewed by an arbitrator on the merits if challenged within the challenge period.

Escalation to Binding Arbitration

If mediation does not result in a mutually accepted outcome and the parties do not wish to accept the Company's administrative determination, either party may escalate the dispute to binding arbitration.

The party seeking arbitration must deliver a written notice of intent to the other party and to the Company within 14 days after the end of the mediation phase or within 7 days after an administrative determination, whichever is later. The notice must identify the dispute, the amount or relief in controversy, and the basis for arbitration.

The arbitration will be conducted in accordance with:

• The Dubai International Arbitration Centre (DIAC) Arbitration Rules in force at the time the notice is submitted;
• The seat of arbitration in the Dubai International Financial Centre (DIFC), Dubai, UAE;
• A single arbitrator appointed by the parties or, failing agreement, by the DIAC appointing authority;
• The language of the arbitration shall be English; and
• The parties agree that any arbitral award shall be final and binding and may be enforced in any jurisdiction in accordance with the New York Convention on the Recognition and Enforcement of Foreign Arbitral Awards.

The Company is not a party to any arbitration between Users. The arbitrator has no authority to bind the Company, to award relief against the Company, or to vary the Company's own rights under the Terms of Use. The Company will cooperate with the arbitration process to the extent required by law, including by providing evidence in its possession that the arbitrator lawfully requests.

Each party is responsible for its own legal costs, unless the arbitrator determines otherwise. The parties agree that the existence, content, and outcome of any arbitration shall be kept confidential except where disclosure is required by law or to enforce the award.

Fund Holds During a Dispute

To preserve the status quo during a dispute, the Company may place a hold on the Booking Funds related to the disputed transaction. This means that any amounts that would otherwise be released to the Host or Creator Pro (such as the booking payout, security deposit, or cancellation fees) will be frozen until the dispute is resolved, withdrawn, or an administrative determination or arbitral award is implemented.

A fund hold protects both parties: the claimant does not risk the other party receiving and dissipating the funds, and the Respondent is not charged additional amounts before the dispute is decided. The hold does not mean the Company has taken a position on the merits of the dispute.

Booking Funds will be released as follows:

• If the parties accept a proposed settlement, the funds are distributed according to the settlement within 5 Business Days;
• If no party challenges an administrative determination within the 7-day challenge period, the funds are distributed according to the determination within 5 Business Days;
• If the dispute is escalated to arbitration, the funds remain held until the arbitrator issues a final award, at which point the funds are distributed according to the award within 5 Business Days; and
• If the claimant withdraws the dispute and the Respondent does not object within 72 hours, the hold is released and the original payment flow resumes.

The Company will not be liable for any loss of interest, exchange-rate movements, or opportunity costs resulting from a hold, provided the hold was applied in good faith and in accordance with this Policy.

Preservation of Rights

This Policy does not prevent a party from seeking urgent interim relief from a court or tribunal of competent jurisdiction to preserve rights, prevent irreparable harm, or enforce a pending arbitration. Any interim measures ordered by a court do not affect the parties' obligation to proceed to arbitration under this Policy.

Nothing in this Policy limits the Company's right to suspend, terminate, or restrict any User account, or to report conduct to law enforcement or regulatory authorities, where the Company determines that such action is necessary to protect the platform, other Users, or the public.

This Policy applies alongside the Cancellation and Refund Policy and the Damage, Deposits and Claims Policy. If a dispute also involves a cancellation or damage claim, the Company will apply the relevant policy in determining the proposed outcome or administrative determination.

Confidentiality

All communications, evidence, and proposed outcomes exchanged during the dispute resolution process are confidential. The parties may not disclose them to third parties except:

• To their legal or professional advisors who are bound by confidentiality obligations;
• To a court or arbitrator in connection with arbitration or enforcement proceedings;
• As required by law, regulation, or valid legal process; or
• With the prior written consent of the other party and the Company.

The Company may use anonymised or aggregated dispute data internally to improve trust, safety, and policy design, but will not publish or disclose identifiable details of a specific dispute without the parties' consent, except as required by law or as permitted above.

Company Impartiality and Liability

The Company acts as a neutral facilitator during the dispute resolution process. Our role is to administer the process, review the evidence submitted, and apply the Policy Pack and the Terms of Use. The Company does not provide legal advice and is not a party to the underlying contract between the Users.

The Company's liability for any act or omission in the dispute resolution process is limited to the fullest extent permitted by law. In particular, the Company is not liable for:

• Any decision made by the parties in settlement or arbitration;
• Any error in the assessment of evidence, except where the error was made in bad faith or with wilful misconduct;
• Any loss arising from a party's failure to provide evidence, respond, or participate in good faith; or
• Any indirect, consequential, or punitive damages arising from the dispute or its resolution.

The overall liability cap and exclusions in the Terms of Use apply to any dispute-resolution services provided by the Company. The Company is not an insurer, guarantor, or escrow agent beyond the hold mechanics described in this Policy.

Amendments

Peer Creators may amend this Policy from time to time. Material changes will be communicated by posting the updated Policy on the platform and updating the version number and effective date. The version in effect at the time a dispute is filed will generally apply to that dispute, unless the change is required by law or is clearly beneficial to the affected parties.

For questions about this Policy, please contact create@peercreators.com.