Quality Service Delivery

Spaccy wants customers to have a reliable and professional experience when booking event services through the platform.

This Policy sets out the basic standards we expect from customers, vendors and venue owners before, during and after a booking.

It is designed to promote:

• Reliable service delivery
• Clear communication
• Professional behaviour
• Accurate information
• Fair treatment
• Quick resolution of problems

This Policy applies to:

• Customers
• Vendors
• Venue owners
• Other Service Providers using Spaccy

It applies throughout the booking journey, from the first enquiry through to completion of the service and post-event review.

All vendors and venue owners using Spaccy are expected to:

Customers also have responsibilities.

Customers should:

• Provide accurate event information.
• Clearly communicate their requirements.
• Provide reasonable access to the venue where necessary.
• Follow the agreed payment schedule.
• Respond to reasonable requests from the Service Provider.
• Treat Service Providers and their staff respectfully.
• Avoid making unreasonable or misleading demands.
• Report problems promptly.

Customers should not deliberately damage a Service Provider's property or misuse the service.

The confirmed booking on Spaccy should clearly establish what has been agreed between the Customer and Service Provider.

Where applicable, this should include:

• Service description
• Date and time
• Location
• Price
• Payment schedule
• Deliverables
• Important requirements
• Cancellation terms
• Other agreed conditions

Both parties are expected to honour the confirmed booking.

If a problem occurs, the customer should first communicate with the Service Provider where it is safe and practical to do so.

Service Providers should make reasonable efforts to resolve problems quickly.

Examples of service issues may include:

• A vendor failing to provide an agreed service.
• Significant differences between the booked and delivered service.
• Serious delays.
• Failure to attend a confirmed booking.
• A venue not being available as agreed.
• Significant quality or safety concerns.

If a customer is unhappy with a service, they should report the issue to Spaccy as soon as possible.

Where possible, service issues should be reported through the Spaccy platform within 36 hours of the scheduled completion of the service.

Customers may be asked to provide supporting information, such as:

• Photographs or videos
• Messages
• Booking information
• Receipts or other relevant documents
• A description of what happened

Reports made after the 36-hour period may still be considered, but Spaccy may have limited ability to investigate or resolve the matter.

When a service issue is reported, Spaccy may:

1. Review the booking information.
2. Review communications between the parties.
3. Ask the Customer and Service Provider for further information.
4. Review photographs, videos or other evidence.
5. Give both parties an opportunity to explain their position.
6. Determine what action, if any, is appropriate under Spaccy's policies.

Spaccy aims to handle disputes fairly and objectively.

Depending on the circumstances, Spaccy may facilitate or recommend:

• Completion or correction of the agreed service.
• A partial refund.
• A full refund where appropriate.
• Rescheduling of the service.
• An alternative Service Provider.
• A Spaccy credit where appropriate.
• No refund where the evidence does not support the claim.

Any refund will be handled in accordance with the applicable booking and cancellation terms and Spaccy's payment processes.

Payments made through Spaccy are processed by Flutterwave, our payment provider.

Spaccy does not guarantee a particular outcome in every dispute.

Where a Service Provider repeatedly fails to meet Spaccy's standards, Spaccy may take action.

Depending on the seriousness or frequency of the issue, this may include:

• A warning.
• Request for corrective action.
• Removal or amendment of a listing.
• Temporary suspension.
• Restriction of platform features.
• Permanent removal from Spaccy.

Serious misconduct may result in immediate suspension or removal.

Customers who repeatedly misuse the platform may also face action.

This may include:

• Warnings.
• Restrictions on bookings.
• Suspension of an account.
• Termination of an account.

Examples include fraudulent complaints, abusive behaviour, deliberate misuse of the platform or repeated failure to meet booking obligations.

Spaccy provides the technology that connects customers with independent Service Providers.

Spaccy does not directly provide, supervise or guarantee event services.

Our role may include:

• Providing the marketplace.
• Facilitating bookings.
• Facilitating communication.
• Processing payments through our payment provider.
• Supporting dispute resolution.
• Enforcing marketplace standards.

The Service Provider remains responsible for delivering the service they have agreed to provide.

Spaccy recognises that circumstances outside a party's reasonable control may affect service delivery.

These may include:

• Severe weather.
• Natural disasters.
• Government restrictions.
• Serious public emergencies.
• Major transport disruption.
• Other circumstances that make service delivery impossible or unsafe.

Such situations will be reviewed based on the circumstances and available evidence.

This Policy should be read together with:

• Spaccy Terms of Service
• Spaccy Cancellation & Refund Policy
• Spaccy Payment Policy
• Spaccy Vendor Guidelines
• Spaccy Privacy Policy

If there is a conflict between this Policy and applicable law, the applicable law will take priority.

Spaccy may update this Policy from time to time to reflect changes in our services, marketplace standards or applicable laws.

When significant changes are made, we will update the Policy and its Effective Date.

If you need to report a service issue or have a question about this Policy, contact: